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C.R.E.A.T.E Effortless Omni-channel Customer Service

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Creating effortless omni-channel customer service requires a full organizational commitment. Those companies know for exceptional customer service, such as Nordstrom’s and REI, make serving the customer their organization’s mission. Review this deck to see the 6 strategies to C.R.E.A.T.E. effortless service at your company too.

For more. download The Service Council Research Report, Service Transformation: The Business Case - here: http://bit.ly/1SQqCOg

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C.R.E.A.T.E Effortless Omni-channel Customer Service

  1. 1. C.R.E.A.T.E SMART & EFFORTLESS OMNI-CHANNEL CUSTOMER SERVICE Lisa C. Teore Sr. Director Audience Marketing SAP
  2. 2. 6 STRATEGIES FOR EFFORTLESS OMNICHANNEL SERVICE 1. CEO & CULTURE 6. EFFORTLESS 3. EMERGING CHANNELS 4. AGILITY2. REVENUE 5. TECHNOLOGY
  3. 3. 1. CEO & CULTURE  “IT STARTS AT THE TOP”  IT’S RAISON D’ETRE OF EVERY ORGANIZATION: TO SERVE THE CUSTOMER1.  IT IS SO BASIC, SO SUBTLE, AND YET SO POWERFUL1 Is serving the customer your company’s raison d’etre? 1. Michael Moaz - Gartner
  4. 4. 2. REVENUE  START WITH THE END IN MIND.  74% OF CUSTOMERS HAVE SPENT MORE MONEY WITH A COMPANY DUE TO POSITIVE CUSTOMER SERVICE  60% OF CUSTOMERS HAVE STOPPED A TRANSACTION DUE TO POOR SERVICE  CUSTOMER GOODWILL IS THE ONLY ASSET YOUR COMPETITION CANNOT UNDERCUT. Is customer service at the heart of your marketing and the heart of your business?
  5. 5. 3. EMERGING CHANNELS Riddle me this, if grandma can video chat, shouldn’t your customer service teams?  CUSTOMERS EXPECT TO INTERACT WITH COMPANIES AND WITH THE DEVICE THEY WANT.  THEY WANT TO COMMUNICATE ACROSS MULTIPLE CHANNELS AND THE BUSINESS TO KNOW THE CONVERSATION IN EACH.  CUSTOMERS WILL CONTINUE TO DEMAND EFFORTLESS INTERACTIONS INCLUDING NEW COMMUNICATION CHANNELS SUCH AS VIDEO CHAT WITH SCREEN SHARING AND ANNOTATION1 1. Kate Leggett, Forrester
  6. 6. 4. AGILITY Service agility is a combination of knowledge+ empowerment + speed.  EMPOWER YOUR AGENTS, BRINGING DECISION MAKING POWER CLOSER TO THE FRONT LINE.  CUSTOMERS INCREASINGLY EXPECT TO INFLUENCE THE WAYS ORGANIZATIONS DEAL WITH THEM1.  TEAMS NEED BE ABLE TO QUICKLY RESOLVE CUSTOMERS’ ISSUES WITH KNOWLEDGE MANAGEMENT AND TEAM COLLABORATION 1. Institute for Customer Service 2015
  7. 7. 5. TECHNOLOGY Make technology your team’s BFF.  MOST COMPANIES ARE BEHIND THE CUSTOMERS’ OWN PERSONAL USE OF TECHNOLOGY.  INSIGHTS FROM CONNECTED DEVICES WILL TRIGGER PREEMPTIVE SERVICE AS THE IOT IS NOW BECOMING A BUSINESS REALITY.1  CEOS AND LEADERSHIP TEAMS WILL INVEST DOLLARS, TECHNOLOGIES AND PEOPLE INTO CUSTOMER SERVICE IN 2015.2 1. Kate Leggett, Forrester, 2015 2. Blake Morgan, Forbes 2015.
  8. 8. 6. EFFORTLESS  TECHNOLOGY’S INHERENT PROMISE IS TO MAKE THINGS EASIER  ENABLE REPRESENTATIVES TO EFFORTLESSLY RESPOND TO TODAY’S DEMANDING AND BRAND FICKLE CUSTOMERS.  OMNI-CHANNEL CUSTOMER SERVICE. Your agents have a need for speed. Make it effortless for them.
  9. 9. OMNI-CHANNEL OUTPERFORM MULTICHANNEL CENTERS Source: 1.. Aberdeen: The Smarter Way To Engage Customers Whitepaper 2014 Greater retention rate1 Greater annual revenue1 41% 24% Smart, Omni-channel Customer Service => Happier Customers => Positive Impact to Revenue Greater first call resolution rate1 131%
  10. 10. Want to Learn More About Smart & Effortless Omni- Channel Customer Service? Subscribe to The Customer Edge - www.custedge.com LEARN MORE Lisa C. Teore | lisa.teore@sap.com | 650-852-3848 | www.sap.com/customerservice

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