Webinar: Insider's Guide To The Ultimate Customer Service Experience

An Insider’s Guide to the Ultimate Customer Service Experience

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Speakers

Welcome

Thank you for joining today!

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Session will be recorded and sent to attendees with presentation

Nikhil GovindarajVP, ProductsMoxie Software

Diane ClarksonAnalystForrester Research

© 2012 Forrester Research, Inc. Reproduction Prohibited3 © 2009 Forrester Research, Inc. Reproduction Prohibited

Diane Clarkson

Analyst

April 3, 2012

© 2012 Forrester Research, Inc. Reproduction Prohibited4

Companies have traditionally separated customers and employees but there is real value in bridging the two to share data, ideas, and insights.


Agenda

Why does customer experience matter?

What are the key trends in online customer service adoption?

How can social collaboration enhance a customer-centric organization?


Three Questions Drive Forrester’s Customer Experience Index

January 2012 “The Customer Experience Index, 2012”


There Is A Correlation Between Customer Experience Ratings And Three Loyalty Metrics

October 2011 “Why Customer Experience? Why Now?”


Better Customer Experience Drives Millions In Revenue Benefit Across Industries



Better Customer Experience Drives Millions In Revenue Benefit Across Industries (Cont.)



Agenda



How can social collaboration enhance a customer-centric organization?


Online Customer Service Adoption Has Grown In The Past Two Years

January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”


Online Customer Service Satisfaction Varies By Generation



Consumers Expect Quick Online Support



Agenda



How can social collaboration enhance a customer-centric

organization?


Customer-centric is more than just window dressing.


We Have Entered The Age Of The Customer



Strategic Priorities For Customer-Obsessed Companies

1. Real-time insight to build products customers will embrace.

2. Focus on customer experience and customer service to build

relationships.

3. Develop sales channels that deliver intelligence about customers, not just

push.

4. Focus on interactive relationships


Customer-centric characteristics include:

The organization is designed from the outside in to enhance the

customer’s experience

People who deal directly with clients are empowered and valued

Customer service and retention have equal priority with sales

Customer satisfaction and feedback are embedded in decision making

Internal systems and processes are aligned with providing the best

customer service and experience


Employee knowledge can enhance customer-centric service efforts but can be a needle in a haystack.


Social Collaboration Can Enhance Online Customer Service

Facilitate knowledge sharing through collaboration

Collaboration to tap into institutional or tribal knowledge to provide faster answers to customer service inquiries

Real-time insight Real-time monitoring and insight into customer service issues

Escalation platform Create ad-hoc escalation groups to pull together the right expertise wherever they exist within the enterprise for problem resolution

Optimize knowledge Updating via wiki or knowledge based content


Business Benefits Of Social Collaboration and Service Are Many

Enhanced response quality

Faster response times

Improved customer experience

Accelerating innovation

© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Diane ClarksonTwitter: http://twitter.com/diane_clarkson

Blog: http://blogs.forrester.com/ebusiness_strategy/diane_clarkson/index.html

www.forrester.com

Nikhil Govindaraj, VP, Products

Enterprise Reality: Employees are Disconnected from Customers

According to the IBM 2010 CEO Study, getting closer to customers is the overwhelming top priority for CEOs. -- IBM Institute for Business Value

Industry Reality: The Markets Are Converging

Source: Esteban Kolsky, thinkJar

It’s Simple: It’s About the Customer

The road to a great customer experience paved by collaboration

Spaces by Moxie™

Communication Collaboration

Do you offer the right channels at the right time?

Do you have a centralized knowledge repository?

Are your customers satisfied with your SLAs?

What are the percentage of questions that require escalation?

Is your workforce distributed or centralized?

Are you able to identify the right expertise at the right time?

What is your organizational readiness for collaboration?

Getting Started with Collaboration

Take Our Online Assessments

Is it a strategic imperative to become closer to your customers?

Thank You

Questions:• WebEx Chat Panel

• Twitter: @Moxiesoft

Session recording and presentation will be sent via email

Contact Us:• [email protected]

• +1.800.474.1149

• www.moxiesoft.com

http://www.moxiesoft.com/

Webinar: Insider's Guide To The Ultimate Customer Service Experience

Technology

Transcript of Webinar: Insider's Guide To The Ultimate Customer Service Experience