Three ingredients for exceptional customer experience · Three Ingredients for Exceptional Customer...
Transcript of Three ingredients for exceptional customer experience · Three Ingredients for Exceptional Customer...
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Three ingredients for exceptional
customer experience
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Customers are Using More Channels Than Ever
1 2 3 4 5 6 7 8 9 10 11 12 13 14
channels to interact with service providers
NICE Global Consumer Survey, 2014
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…while expending as little effort as possible…
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People still like to talk with… People
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Customers prefer an authentic agent, over one
who's focused on your needs but impersonal
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Three Ingredients for Exceptional Customer Experience
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#1 Its about the journey….
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A Typical Customer Journey
Buy something
in store
Receive email ads
for something I
ALREADY bought
Call to ask about a
gift I recently
purchased online
Agents asks me
qualifying questions
that they would already
know if they had access
to my web browsing
session
Call with a billing
question – loyalty
discount missing
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Please include a demo or
screen shot…
Customer Journey Visualization
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A Customer Journey to Write Home About!
Shop Brick
and Mortar
C-Sat
Survey
Purchase
Gift Online
Inquiry:
Wusthof
V
Henckel
Agent makes
recommendation based
on conversation and
previous purchases
Offer to attend
knife skills class
Sign up for
class online
Download
Mobile App
Browse turkey
recipes/tips
Click to
Chat
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#2 Listen to your customers
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Leveraging the Voice of the Customer
95% of companies collect customer feedback. Yet only 10% use the
feedback to improve, and only 5% tell customers what they are doing
in response to what they heard.
- Gartner Group
Increasing Competitive Advantage
ACTION
98%
52%
42%
15%
8%
Collect
Feedback
Share with
Staff
Use
Insight/Analytics
Make Changes Close Loop
100%
75%
50%
25%
0%
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ANALYSIS & INSIGHTS
ENGAGEMENT& COLLECTION
ACTION & TRANSFORMATION
What IS Voice of the Customer?
What do Customers want? What does that mean? How do I use it?
“Forrester defines a VoC program as a systematic approach for collecting customer
feedback, mining that feedback for insights, and then incorporating the insights into
business decisions.”
Forrester – How to Build Your VoC Program 2013
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BUYING
Holistic Voice of the Customer
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TRANSFORM YOUR CUSTOMER EXPERIENCE BY VOCLISTEN, UNDERSTAND AND TAKE ACTION ON THE CUSTOMER’S PERSPECTIVE
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#3 Stop the interrogation ….
Where did you
make your last
purchase?
What is your
account number?
What is your
mother’s maiden
name?
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Customers Don’t Like the Authentication Process
of customers are
with the authentication process
85%dissatisfied
have failed authentication at least once
3 out of 4customers
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Authentication is Time Consuming
The authentication process
takes on average
30-45seconds
too slowcustomers think the process is
7 out of 10
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.. and in the Contact Center Time is Money
for every callis spent on authentication
52 cents
is spent on authentication in
the U.S. annually
$15 billion
52
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Greeting and problem description
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RECENT PILOT INSIGHTS – LEADING TELCO
STANDARD CALL FLOW
Authentication Process
takes avg. 30-45 secs
Entire authentication process omitted
AHT reduction of 30-45 secs
Savings of at 60¢-80¢ cents on every call
Authentication Service
40SEC<15SEC 40SEC
RT Authentication
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NICE CUSTOMER EXPERIENCE SOLUTIONS
NICE Customer
Interaction HubCross-Channel Interaction Management
Real-Time Cross-Channel Analytics
Real-Time Decisioning and Guidance
Contact Center
Back Office
Branch
Retail
Mobile
Self-Service