Voice of The Customer (VoC) Presentation - Startup Roadshow
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Transcript of Voice of The Customer (VoC) Presentation - Startup Roadshow
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Our “day jobs”...
2@vocroadshow @thomasknoll @calitalieh
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3
so, what exactly are you guys doing?
@vocroadshow @thomasknoll @calitalieh
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4@vocroadshow @thomasknoll @calitalieh
Our Thesis
• We are going through an unprecedented period of change in consumer behavior and communication preference
• The tactics, processes, and systems employed by the enterprise is making the situation worse, not better
• A new crop of brands will evolve to own the customer‘s mindshare (and their $$$)
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Evolution
5
1973%1844%
First%public%demonstra8on%of%the%
telegraph%
1866% 1876% 1971% 1993%1992%1984%
1st%Permanent%telegraph%cable%laid%
across%Atlan8c%
The%telephone%is%invented%
First%eBmail%is%sent%
First%cell%phone%call%is%made%
First%commercial%cell%phone%is%made%
available%
First%text%message%sent%
1st%commercial%text%message%sent%
@vocroadshow @thomasknoll @calitalieh
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Faster...
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• 2004%–%Facebook%is%launched%• 2005%–%Launch%of%geo9based%services%• 2006%–%Twi?er%is%launched%
• 2012%• Smartphones%are%the%new%standard%
• ~1b%FB%users%
• 1%in%4%people%check%their%smartphone%every%10%minutes%
• 40m%people%check9in%
• Voicemail%is%dying%
• Landlines%are%dying%
we are wrapping asynchronous communications around
synchronous interactions!
@vocroadshow @thomasknoll @calitalieh
1.7b units p.a. versus 350m
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7@vocroadshow @thomasknoll @calitalieh
THE CURRENT
ENTERPRISEHard-wired through
automation
Scripts and repeatableprocesses, not aboutauthenticity or context
Designed from theenterprise out
And…it’s designed for this…
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8@vocroadshow @thomasknoll @calitalieh
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9@vocroadshow @thomasknoll @calitalieh
CONTEXT
MOBILITY
COMMUNITY
ASYNCHRONOUS COMMUNICATIONS
AUTHENTICITY
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10@vocroadshow @thomasknoll @calitalieh
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11@vocroadshow @thomasknoll @calitalieh
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12@vocroadshow @thomasknoll @calitalieh
20+%
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13
design a great experience for your customers, and all will be good
@vocroadshow @thomasknoll @calitalieh
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First Off...
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phone MUST be answered in 2-3 rings duh
if you are slammed, don’t make people hold, EVER duh, duh
avoid voicemail, they will hang up, periodflushing $$$ down
the toilet
@vocroadshow @thomasknoll @calitalieh
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The Process
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it’s a conversation, not a “process”; your customer knows what you are up to earn as you go
phone scripts should only be used for “newbies”, authenticity increases conversion and retention, and reduces the callers frustration level
happy agents make you $$$
traditional phone metrics don’t work, and actually hurt conversion and retention
what do you really want?
you can mix and match channels, and optimize for both parties
turn calls into emails/SMS
@vocroadshow @thomasknoll @calitalieh
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16@vocroadshow @thomasknoll @calitalieh
customers who make a personal-emotional-connection (#PEC) with a person spend more, buy more often, and refer more customers...
...like, WAY more!!!!!
Did You Know...
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17
why does Starbucks ask your name, and write it down?
why does the Nordstrom sales person give you a business card with their contact information?
@vocroadshow @thomasknoll @calitalieh
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18@vocroadshow @thomasknoll @calitalieh
Lessons Learned from Great Brands
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19@vocroadshow @thomasknoll @calitalieh
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20@vocroadshow @thomasknoll @calitalieh
Ask us anything.
Thank you!
[email protected] 949.400.6556
[email protected] 415.935.3547