Mohamed Afifi explores the world of multi-channel social customer service, highlighting the pitfalls and opportunities for brands seeking to engage with their customers wherever the conversation is happening. Part of the Our Social Times #socialcs series of seminars and webinars.
2. The 21st Century Consumer
$963 Billion
Worldwide
retail web
sales in 2013
1.52
Billion
Facebook
Users in
2014
74%
Use More
Than 3
Channels
87%
Of World
Population
are Mobile
Subscribers
25.4%
Engage in
online
shopping
via mobile
1 Billion
Smart
Phones
by 2016
19.4
%
CAGR
8. Customer Experience Matters… and so does Effort
88%Of customers with low
effort increase spend
< 50%Of customer satisfied
when channel switching
• Companies lost $83 billion last year
due to bad customer experiences
• Only 1 in 3 companies deliver a
positive customer experience
Loyalty leaders
outgrow competition
2.6x
•Of customers with low
effort will repurchase
94%
28. Summary
• Customer Effort is Worth looking @
• Social is not only about Technology
but Human Interactions
• Engagement on Digital Channels is
not only Improving CX but increasing
Sales Revenue
36. 99.6% (498 of 500
stores) did NOT offer a
proactive chat after an item
over $200 was removed from
the cart of a registered user
What we
Discovered…
37. Only 7.19% (36 of 500 stores)
followed up with an email recognizing
that an item over $200 was not
purchased after it was removed from
the cart of a registered user
What we
Discovered…
Hinweis der Redaktion
Genesys Mission and Vision
Mitigating DisloyaltySo the exercise really becomes mitigating disloyalty rather than increasing loyalty Lowering Effort can increase purchase behaviorThese studies suggest that effort is a critical factor to consider based on its correlation to disloyalty
By focusing on one channel – you are only extracting value from that percentage of customers.Leaving 74% + on the table.
95% of FB Wall Posts are not answered by brands.Out of 1300 survey, 71% did not receive a response to their complaint Tweet86% would have loved hearing from company regarding their complaint tweet
As Bill Gates famously said, “most people overestimate what you can accomplish in a year, and underestimate what you can accomplish in a decade.” Simply installing social business products in your company is not going have a meaningful impact on the way you communicate unless it is accompanied with cultural change. And that cultural change is not going to happen overnight. But equally, it seems inconceivable that in 2020 we’ll all still be using email as our primary tool for internal and external business communication.
Abandoned web shopping carts represent an estimated $115 billion in lost revenue for US companies in 2013 – Forrester Research