The new era of customer relationships (Relate Live London)
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Transcript of The new era of customer relationships (Relate Live London)
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Welcome to Relate LiveCustomers. Colleagues. Community. It’s complicated.
things are changing
things are changing fast
we want to stop chasing the change
@stealeyreed #RelateLive
and understand what’s driving the change
personalized customer service
more intuitive technology
new global trends
why better customer service?
it’s relationships
business is more than just transactional
@stealeyreed #RelateLive
why better customer service?
it’s about relationships
relationships are complicated
relationships are very complicated
relationships are very, very, very complicated
@stealeyreed #RelateLive
We’re growing into something bigger than customer service
Relate launched in October 2015 @stealeyreed #RelateLive
@stealeyreed #RelateLive
“We have to give ourselves permission to make a difference and share something meaningful. Be a human search engine and seek out one for yourself. Put Google away for a time.”
- Tom Hatfield, author of Live This Book
Go find your human search engine.
Mikkel SvaneZendesk CEO
@MikkelSvane
What will achieve?
Relationships are
Complicated
The nature of customer relationships
is changing
Promoter Economy
New Business Models
Conscious Consumers
Global Trends
New Business Models
New Recipes Blog ContentFeatured Chefs
1yr
6yr
Great Customer Experience increases Lifetime Value
Loyalty drives Revenue Growth
2 Years
1 Year
Aggregate Revenue
>2xRevenue
15% Churn
5% Churn
Promoter Economy
Satisfied customers promote brands
Detractors Passives Promoters
62%Promoters
70%Detractors
Conscious Consumers
Corporate Social Responsibility influences where Millennials choose to…
Corporate Social Responsibility influences where Millennials choose to…
82%
Recommend
74%
Work
4%6Invest
Evangelism Loyalty
Trust
Customer Relationships
WILLIAMSHUDeliveroo CEO
LIVE
#RelateLive
