Is it a Revolution or Evolution? That's up for debate. But IT IS the Age of the Digitally Empowered Customers --who are Digitally Connected, Socially Networked, and Better Informed than ever before. Therefore, the customer journey no longer linear dictated by organizations. Rather EVERY JOURNEY of the empowered customers are UNIQUE, and EVERY POINT OF ENGAGEMENT ALONG THE WAY matters.
It’s time to change the game and Engage Customers Like Never Before. Across every touch-point, every channel – spanning the physical and the digital domains. Guide the journey and develop advocates. Are you ready?
8. Power To
The People
“… and the Left Wing talk about giving the power to the people… you know…anybody knows that the people have the power. All we need to do is awaken the power in the people. People are unaware, it’s like they’re not educated to realise that they have the power.”
– John Lennon, 1969
9. Better Informed
59%
of customers are willing to try a new brand to get better customer service.
Digitally Connected
79%
of customers spend at least 50% of total shopping time researching products online.
Socially Networked
53%
of customers abandoned an in-store purchase due to negative online sentiment.
Empowered Customers
10. THEY ARE INDIVIDUALS WITH SPECIFIC NEEDS – YOU NEED TO LISTEN, UNDERSTAND, AND ENGAGE TO GUIDE THEM THROUGH THEIR JOURNEY
Expectations of the Empowered Customer
17. 1st Generation
CUSTOMER RECORD
Departmental / Channel Silos
SERVICE
SALES
MARKETING
COMMERCE
2nd Generation
‘Multi’-channel CRM Suites
CUSTOMER RECORD
SALES & SERVICE
MARKETING
COMMERCE
3rd Generation
Omni-channel Engagement Platform
CONTEXTUAL MARKETING &
SERVICE
SALES & COMMERCE
CUSTOMER INTELLIGENCE
PHYSICAL & DIGITAL EXPERIENCE
Evolution from CRM to Engagement
18. DELIVER REAL-TIME, CONTEXTUAL, CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER JOURNEY.
Engaging the Empowered Customer
19. Experience Management
Commerce Marketing Service Sales
MDM for Customer Engagement & Commerce (product, customer, order)
Infrastructure, Platform, Integration
WEB MOBILE IN STORE/
BRANCH
CONTACT
CENTER
DIGITAL
GOODS
MARKETPLACE INTERNET
OF THINGS
SOCIAL SMS/
NOTIFICATNS
SEARCH
KW/ADS
DIGITAL ADS EMAIL PRINT AGENT
TOOLS
SAP Customer Engagement & Commerce
Powered by SAP HANA
21. Krissy Espindola
Director, Social Customer Support
Looking at our results with social engagement, the ROI is tremendous. We are getting a 94% resolution rate as compared to our usual 11-12%. We are seeing tremendous ROI servicing our customers on social using these tools.
“
”
22. Jean-Marc Duvoisin, CEO, Nestlé Nespresso SA
Nespresso maintains a direct dialogue with our consumers and Club Members. Worldwide they interact with us through an array of consumer contact points. SAP allows us to focus on delivering the ultimate coffee experience to our consumers.
“
”