Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization
-
Upload
sparkcentral -
Category
Services
-
view
42 -
download
4
Transcript of Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization
![Page 1: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/1.jpg)
Taking Customer Loyalty to New HeightsHow to Build a Low-Effort Service Organization
![Page 2: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/2.jpg)
“The adoption of social media soared from 12% in
2010 to 62% in 2015. Companies clearly
understand the value behind it, yet achieving its
true potential remains a challenge for those that
simply adopt social media for the sake of doing it.
Source: Aberdeen Group, Aug 2015 report on social customer care
“
![Page 3: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/3.jpg)
Research shows delighting customers is not the way
to achieve customer loyalty.
![Page 4: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/4.jpg)
Delight only happens 16% of the timeDelight increases costs 10-20%
Source: Corporate Executive Board (CEB)
![Page 5: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/5.jpg)
So how do you achieve customer loyalty?
![Page 6: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/6.jpg)
And reduce the burden of work
![Page 7: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/7.jpg)
Sources: HBR, CEB, Forrester
What are the key drivers of disloyalty?
Repeat information Agent transfers Switching channels
![Page 8: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/8.jpg)
Customer disloyalty is directly tied to high effort service interactions that make customers
o Switch from one channel to another to get help
o Repeat information about an issue
o Contact a company repeatedly to get a timely response
o Work with someone that cannot resolve the issue
more likely to be disloyal after a high effort interaction
4X
more likely to speak negatively about their customer service experience
65%
more likely to tell 10 or more others48%
Customers are
Sources: CEB, HBR, Forrester
![Page 9: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/9.jpg)
of customers expect agents to know their contact history and be knowledgeable to help
Sources: CEB, Microsoft
72%
![Page 10: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/10.jpg)
of customers report spending a high level of effort to resolve their problem
Sources: CEB, Microsoft
30%
56%
57%
62%
![Page 11: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/11.jpg)
How can you provide effortless customer
service?
![Page 12: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/12.jpg)
The Three Pillars of Effortless Customer Service
Value their time by fully serving them on social and messaging channels.
o Serve them and resolve issues in one channel
o Know who they are and their past interactions
o Collect PII and verify them securely
Make it easy and enjoyable for them to do their work.
o Get the right message to the right agent in real-time
o Arm them with complete and contextual customer information
o Use technology that allows them to focus on the customer
Have visibility into team performance and lower the cost of servicing customers.
o Track and measure volume growth and key issues
o Lower costs associated with customer service
o Handle larger volumes with ease and speed
CUSTOMERS AGENTS BUSINESS
![Page 13: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/13.jpg)
And why should you do it?
![Page 14: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/14.jpg)
Low Effortsocial and mobile interactions of servicing and increased customer spend
Lower Cost
Reduce servicing costs and handle larger volumes
BUSINESS
the cost of a call center interaction
the cost of live chat interactions
1/61/2
Improved CSAT and NPS
Improve agent productivity, effectiveness, & retention
AGENTS
75%
65%
Reduced agent attrition and increased agent happiness
reduction in response times
increase in number of conversations handled/agent/hour
Retain and grow customer lifetime value
CUSTOMERS
more likely to purchase again
more likely to increase spend
94%
88%
Less likely to spread negative word of mouth
A 5% improvement in response time yields a 10% improvement in CSAT, which correlates with an incremental $10 revenue per customer per month. For 5K customers, that is a $600K run rate opportunity.“ “
- Twitter Customer Service Report
Sources: Sparkcentral, HBR, Forrester, CEB, Twitter
![Page 15: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/15.jpg)
Want to learn more?Listen to the full webinar, “Taking Customer Loyalty
to New Heights: How JetBlue Built a Low Effort Service Organization
.”
![Page 16: Taking Customer Loyalty to New Heights: How to Build a Low-Effort Service Organization](https://reader036.fdocuments.us/reader036/viewer/2022070513/5883d2341a28abb7308b6bc3/html5/thumbnails/16.jpg)