1 to 1 Customer Service - Maximizing Customer Value
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Transcript of 1 to 1 Customer Service - Maximizing Customer Value
Webinar Series: 1-to-1 Customer Service Best Practice #1: Maximizing Customer Value
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Janelle MatthewsSr. Director, Business
Solutions & Consulting Genesys
Angela RiordanDirector of Solution Marketing
Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Agenda
•- Why customer segmentation fails•- Customer touch point management & journey maps•- A personal customer service use case•- Real customer benefits•- Next steps & Q+A
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Why Customer Segmentation Fails
High Value• Proactively
Engage
Elite• Dedicated
Personal Rep
Mass Market• Manage Cost of
Sale; sell reactively
Low Value or Costly• Deflect of
tightly manage Cost of Sale
Cust
omer
Val
ue
Customer Cost
Hig
h
HighLow
Low
Engage your most valuable customers
Deflect your most costly customers
• Focused on the Elite
• Ignores High Value Customers
• Over-serves Low Value Customers
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
OPPORTUNITY
CURRENT VALUE
Customer Value the Tip of the Iceberg
Current value may only be a small portion of the big picture and opportunity
Depending on the potential opportunity around the customer, self service might be the LAST thing you want this customer to do
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Customer Touch point Management
Prospect
EliteCustomer
UnprofitableCustomer
Touch points Mail Online In PersonMobile Phone FulfillmentSocial eMail
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Customer Journey Mapping
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Right Customer, Right Time, Right Resource
•“In today’s world, customers move quick and the ‘window of opportunity’ may have closed before you know it”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Dave is interested in expanding his existing wireless service into a bundled package.
1. Dave logs into Top Shelf Telco’s web site to research
2. As he researches, he receives a pop up for a live chat to answer any questions….he says, no thanks
3. Dave finishes his web session and logs out of the site
Meet Dave...
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
Thanks for visiting our webpage.
We noticed you were browsing our bundle packages, would you like to speak to someone about the great offers we have going on right now?
Connect Me
Keeping the conversation alive
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
Offer flexible options that work for Dave
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
No DTMF gauntlet
Self service with a personal touch
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
“Hi Dave, I see that you just received a message from us regarding our bundled offers…how can I help you with that?”
Keeping Customer Context
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Rachel schedules Dave an appointment for installation between 1 and 3 pm on Thursday.She encourages Dave to register on the company’s mobile application for information and updates on his account
Low Customer Effort with Proactive Notification
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Dave Samuels@DSAM3Great experience at Top Shelf Telco yesterday, super easy expansion of service!
Rachel TST @RachTST
Thank you for your business Dave, I hope your enjoying your new package!
Build your brand through Social Media
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
Business Prioritization
Back Office TaskChatInboundOutboundCampaign
Single Rules Engine
Interaction AgeCustomer Value / Opportunity
SMS/MobileSocial MediaVideo
Enabled by a one intelligent routing engine
Intelligent Routing
Customer Interaction Queue
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
Conclusion
•- Prove a personalized customer experience•- Design your customer journey maps •- Build a cross channel experience•- Keep customer context at all times•- Leverage the power of mobile and social media
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Janelle MatthewsAngela Riordan
Thank You for participating!For more information, please visit
www.genesys.com/products
Email us: [email protected]