3. The Gap"
80% of companies believe they
deliver superior customer
experience!!
!
! 8% of their customers agree!
Bain & Company: Closing the delivery gap
4. Bye-Bye Baby"
!
After a bad experience
nearly 90% of your
customers will simply!
!
…leave!
http://www.clicksoftware.com/state-of-customer-service-infographic-field-service.htm
http://www.rightnow.com/files/analyst-reports/RightNow_Customer_Experience_Impact_Report_North_America_2011.pdf
5. Social Media (and Mobile) changed the
playground"
Graphics by Mark Tamis www.marktamis.com
6. FB is the 3rd largest country"
http://blog.tweetsmarter.com/social-media/spring-2012-social-media-user-statistics/
7. The number of smartphones is exploding"
Altimeter Group: Beyond Marketing: Developing a Mobile Strategy, April 2011
8. And people are also using them"
On average, people
install 25 apps on their
smartphone, but only
use 12. Most used apps
are social network apps.
Source: InSights Consulting study SocialMedia around the World 2011
9. BUT"
!
90% of brand related
conversations happen
offline!
11. Nobody cares about my products"
!
… and services except me […]. !
!
What [..] buyers do care about are
themselves and they care a great deal
about solving their problems.!
David Meerman Scott
12. Customers do not want a relationship
with you"
2012 IBM study “From Social Media to Social CRM
14. Customers want Value"
• Get what they need and want!
• Get the right information at the right time!
• You getting it right the first time!
• And if not then get it resolved without
further hassle!
• They interact with you, on their terms!
Sometimes customers even want to be
surprised!
15. And what is customer experience?"
… the sum of all
experiences a customer
has with a supplier of
goods or services, over the
duration of their
relationship with that
supplier. From awareness,
discovery, attraction,
interaction, purchase, use,
cultivation and advocacy.!
Adapted from Wikipedia
16. Touchpoints"
Static
Product
Promotion
Human
Collateral
Brand
Mail, E-Mail
Sales
Radio, TV
Call Center
Consultants
Customer
Influencers
Service
Experience
Interactive
Web Site
Blog
E-Mails
Social Media
Community
(Mobile) Apps
Product
17. Increased Customer Value throughout
the Journey"
Advocacy
Loyalty
Use
Purchase
Interac-
Attrac- tion
Discov- tion
Aware- ery
ness
18. Post purchase experience impacts your
attraction"
Advocacy
Loyalty
Use
Purchase
Interac-
Attrac- tion
Discov- tion
Aware- ery
ness
21. Your call is important to us …"
• But why am I in the queue right now?!
• And, thinking of it: I am always waiting
(prolonged) times!
• The phone tree is cumbersome, voice
recognition doesn’t really work!
• Why do I hear advertisements that don’t
matter to me?!
• What is really important to you <enter
company name here>?!
26. People are start and center"
Technology
Existing
Experiences
New
Experiences
Customers ‘n’
Employees
Strategy
27. Enhancing customer experience follows a
virtuous circle"
Design" Validate"
Involve customers
Segment customers
Start on paper
Involve stakeholders
Virtual designs
Measure"
Metrics
Impacts
Correlations
Implement"
Prioritize Changes
Reprioritize
Pilots first
Enhancd experiences
28. Integration – The end game"
Customer! Employee!
Partner! Employee!
Supplier! Employee!
Influencer!
I H S H I
SOLOMO Platform!
(social)!
CRM! ERP!
Analytics! Social Data!
Master-, Social- & Transactional Data!
29. Key Take Aways"
• Meeting customer expectations requires a
constant cycle of renewing the customer
experience along the possible customer
journeys!
• 360 degree view on the customer needed,
including company external data!
• A SOLOMO platform that is deeply integrated
into the company IT infrastructure enriches the
systems to become a customer integration hub!
