Customer servicedna summary
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Driving Customer Loyalty Curtis Hill Erik Alberts www.cs-dna.com
Transcript of Customer servicedna summary
Driving Customer Loyalty
Curtis HillErik Alberts
www.cs-dna.com
“Just like biological evolution, survival for an organization depends on keeping what is working and developing what’s missing to create new and necessary skills.”
The World Is Changing at Network Speed
Sources: VNI, Cisco IBSG
Data• By 2015 the amount of content traversing the Internet annually will be 540,000x the
amount in 2003• By 2020 50 billion devices will be connected to the Internet
Mobility• From 2010 to 2015 mobile data traffic will grow at a
CAGR of 92%
Cloud• By 2020 30% of all data will live in or pass through the cloud
Video• By 2014 video will quadruple all IP traffic• By 2015 video-on-demand traffic will triple
Rising Expectations
Consumers/staff want the same personalized, on-demand treatment they are used to in their personal lives
Disruption Everywhere
Disruption can come from anywhere, anyone, and at anytime
Market Velocity and Volatility
New competitors, new business models, accelerated business processes
Financial Pressures
Higher expectations are creating conflicting growth-expense
A More Demanding Business/Customer Environment
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Create Secure Environment
“Evolutionary customer
service requires more work,
more time, and - often, but
not always more
investment.” - Customer Service DNA
Differentiation
Long-TermCustomer
Loyalty
Competitive
Advantage
Customer Service
Excellence
What Is Your Behavior?
What Is Your Next
Level?
What Is Your Culture?
The RightORGANIZATION
The RightPEOPLE
The RightVISION
The Right VISION
The Right VISIONThe Power of AND
Relationship Focused Transaction FocusedAND
Principle Guided Process DrivenAND
Prevention Oriented Repair OrientedAND
The Right VISIONIncorporating the Vision
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Owning
Forcing
The RightVISION
Sharing
The Right PEOPLE
The Right PEOPLEThe Importance of Relationships
• Consistency
• Communication
• Character
• Consideration
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Repairing Relationships
Building Relationships
The RightPEOPLE
Inviting Relationships
The Right ORGANIZATION
The Right ORGANIZATIONThe Power of AND
Global LocalAND
Available AccessibleAND
Scalable FlexibleAND
Excellent ConsistentAND
Driving Customer Loyalty
Curtis HillErik Alberts
www.cs-dna.com
