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To The Cloud: How the Digital Economy is Shaping Customer Success in Every Industry Mary Stanhope Global Capacity
| Date post: | 09-Jan-2017 |
| Category: |
Technology |
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To The Cloud: How the Digital Economy is Shaping Customer Success in Every Industry
Mary StanhopeGlobal Capacity
Major Milestones
USE SERVICE
INSTALLSERVICE
ORDER SERVICE
SERVICE ISSUE
RENEW SERVICE
Customer Experience
USE SERVICE
INSTALLSERVICE
ORDER SERVICE
SERVICE ISSUE
RENEW SERVICE
USE SERVICE
INSTALLSERVICE
ORDER SERVICE
SERVICE ISSUE
RENEW SERVICE
Capturing Customer Moments
33% of satisfaction impacting situations involved 2-‐3 interfaces
80% of customers calling corporate toll free number were unhappy and needed high attention
33%Customer were highly satisfied with follow up call from account team after submitting a complaint on corporate social media and/or email
What is the Mood of the Network?
Network Utilization
Found over 55% of service impacting situation started with some usage change
> 55% Were able to improve 28% of situations with proactive engagement of customer resulting in service change
28%
USE SERVICE
INSTALLSERVICE
ORDER SERVICE
SERVICE ISSUE
RENEW SERVICE
Full Customer Satisfaction ViewNetwork Availability
Network Utilization
Look for customer success
predictors unique to your
Industry
Thank [email protected]
