Is your Customer Experience Strategy Wasting your Money?

© 2013 Avaya Inc. All rights reserved. 11

Is Your Customer Experience Strategy

Wasting Your Money?

The Essential Executive Webinar Series

Sept. 2013Watch the Webinar here:

http://bit.ly/1aHHDIj

http://bit.ly/1aHHDIj


Omer Minkara


Jim Warren


Linda Dotts


Jeanne Bliss


Use the Q&A window in the

console

Send ane-mail to

[email protected]

Ask Your

‘s


Discussion 1:

What does your Customer

Experience do for your

business?

Generate Growth

Squander Money

$ $

$ $$

© 2012 Avaya. All rights reserved. Confidential and Proprietary. 8

The Impact of the Empowered Customer

9Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.

Changing the Conversation Managing Cost Managing Revenue

Focus Interaction Cost Customer Loyalty

KPI Target $12 Cost/Contact $1000 CLV

Goal 10% reduction 1% increase

Translation $1.20 reduction in Costper Contact

$10 revenue increaseper Contact

Total #Contacts/Year 1M 1M

Year 1 Result $1.2M Saved $10M Earned

Year 3 Result $3.6M Saved $30M Earned

The Changing Customer ConversationFrom Managing Cost to Driving Revenue


Discussion 2:

How does Investing

in Customer Experience

Best Practices Pay Off? $

© 2012 Avaya. All rights reserved. Confidential and Proprietary. 11

Customer Delight = Financial Gains

$(34) $(43)

$(142)

$29 $28 $8

$278

$100 $91

$273

$84

$(43)

$(200)

$(150)

$(100)

$(50)

$-

$50

$100

$150

$200

$250

$300

Best-in-Class Industry Average Laggards

Impa

ct o

f CEM

Pro

gram

s on

year

-ove

r-ye

ar

reve

nue

chan

ge (i

n $

mill

ion)

, n=2

52

Revenue Loss Due to Customer TurnoverIncremental Revenue from Existing CustomersRevenue from Net-New CustomersNet Revenue Impact


Discussion 3:

How Should Companies

Tie Customer Experience

Investment

Metrics to Those Metrics

CEOs Care About? ?


Prioritize Based on Business ImpactIncremental improvement in Operational KPIs drive successful top line results


Best-in-Class Measure the Right Metrics;

70%

58%

48%48%

31%

21%

10%

20%

30%

40%

50%

60%

70%

Established KPIs tomeasure CEM program

results

Monthly review of theeffectiveness of

customer interactionchannel-mix

Automate customerinteractions through

cross-channel customerbehavioral data

Percent of respondents, n=374

Best-in-Class All Others


1.Make Customer Experience Management a project with a budget, a plan, a business case

2.Make an executive accountable for Customer Experience

3.Know your Customers really well

4.Invest in the contact center as the nerve center of your Customer Experience strategy

5.Change what you monitor and measure to ensure continuous improvement

Summarizing Today’s Key Points

1. Does Your Customer Experience Generate Growth or Squander Money For your business?

2. How does Investing in Customer Experience Best Practices Pay Off?

3. How Should Companies Tie Customer Experience Investment Metrics to Those Metrics CEOs Care About?


Survey


for Joining Avaya’s Customer Experience Management Webinar

THANK

YOU

Email your Questions to:[email protected]

www.avaya.com

Is your Customer Experience Strategy Wasting your Money?

Business

Transcript of Is your Customer Experience Strategy Wasting your Money?