Date post: | 13-Jan-2017 |
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Technology |
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An Insider’s Guide to the Ultimate Customer Service Experience
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Welcome
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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 ClarksonAnalystApril 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.
© 2012 Forrester Research, Inc. Reproduction Prohibited5
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?
© 2012 Forrester Research, Inc. Reproduction Prohibited6
Three Questions Drive Forrester’s Customer Experience Index
January 2012 “The Customer Experience Index, 2012”
© 2012 Forrester Research, Inc. Reproduction Prohibited7
There Is A Correlation Between Customer Experience Ratings And Three Loyalty Metrics
October 2011 “Why Customer Experience? Why Now?”
© 2012 Forrester Research, Inc. Reproduction Prohibited8
Better Customer Experience Drives Millions In Revenue Benefit Across Industries
October 2011 “Why Customer Experience? Why Now?”
© 2012 Forrester Research, Inc. Reproduction Prohibited9
Better Customer Experience Drives Millions In Revenue Benefit Across Industries (Cont.)
October 2011 “Why Customer Experience? Why Now?”
© 2012 Forrester Research, Inc. Reproduction Prohibited10
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?
© 2012 Forrester Research, Inc. Reproduction Prohibited11
Online Customer Service Adoption Has Grown In The Past Two Years
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
© 2012 Forrester Research, Inc. Reproduction Prohibited12
Online Customer Service Satisfaction Varies By Generation
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
© 2012 Forrester Research, Inc. Reproduction Prohibited13
Consumers Expect Quick Online Support
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
© 2012 Forrester Research, Inc. Reproduction Prohibited14
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?
© 2012 Forrester Research, Inc. Reproduction Prohibited15
Customer-centric is more than just window dressing.
© 2012 Forrester Research, Inc. Reproduction Prohibited16
We Have Entered The Age Of The Customer
October 2011 “Why Customer Experience? Why Now?”
© 2012 Forrester Research, Inc. Reproduction Prohibited17
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
© 2012 Forrester Research, Inc. Reproduction Prohibited18
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
© 2012 Forrester Research, Inc. Reproduction Prohibited19
Employee knowledge can enhance customer-centric service efforts but can be a needle in a haystack.
© 2012 Forrester Research, Inc. Reproduction Prohibited20
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
© 2012 Forrester Research, Inc. Reproduction Prohibited21
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_clarksonBlog: 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
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