1 to 1 customer service - maximizing customer value

Webinar Series: 1-to-1 Customer Service Best Practice #1: Maximizing Customer Value

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Presenters

Janelle MatthewsSr. Director, Business

Solutions & Consulting Genesys

Angela RiordanDirector of Solution Marketing

Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3

Agenda

•- Why customer segmentation fails•- Customer touch point management & journey maps•- A personal customer service use case•- Real customer benefits•- Next steps & Q+A

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4

Why Customer Segmentation Fails

High Value• Proactively

Engage

Elite• Dedicated

Personal Rep

Mass Market• Manage Cost of

Sale; sell reactively

Low Value or Costly• Deflect of

tightly manage Cost of Sale

Cust

omer

Val

ue

Customer Cost

Hig

h

HighLow

Low

Engage your most valuable customers

Deflect your most costly customers

• Focused on the Elite

• Ignores High Value Customers

• Over-serves Low Value Customers

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5

OPPORTUNITY

CURRENT VALUE

Customer Value the Tip of the Iceberg

Current value may only be a small portion of the big picture and opportunity

Depending on the potential opportunity around the customer, self service might be the LAST thing you want this customer to do

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6

Customer Touch point Management

Prospect

EliteCustomer

UnprofitableCustomer

Touch points Mail Online In PersonMobile Phone FulfillmentSocial eMail

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7

Customer Journey Mapping

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8

Right Customer, Right Time, Right Resource

•“In today’s world, customers move quick and the ‘window of opportunity’ may have closed before you know it”

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9

Dave is interested in expanding his existing wireless service into a bundled package.

1. Dave logs into Top Shelf Telco’s web site to research

2. As he researches, he receives a pop up for a live chat to answer any questions….he says, no thanks

3. Dave finishes his web session and logs out of the site

Meet Dave...

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10

Thanks for visiting our webpage.

We noticed you were browsing our bundle packages, would you like to speak to someone about the great offers we have going on right now?

Connect Me

Keeping the conversation alive

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11

Offer flexible options that work for Dave

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12

No DTMF gauntlet

Self service with a personal touch

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13

“Hi Dave, I see that you just received a message from us regarding our bundled offers…how can I help you with that?”

Keeping Customer Context

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14

Rachel schedules Dave an appointment for installation between 1 and 3 pm on Thursday.She encourages Dave to register on the company’s mobile application for information and updates on his account

Low Customer Effort with Proactive Notification

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15

Dave Samuels@DSAM3Great experience at Top Shelf Telco yesterday, super easy expansion of service!

Rachel TST @RachTST

Thank you for your business Dave, I hope your enjoying your new package!

Build your brand through Social Media

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16

Business Prioritization

Back Office TaskChatInboundOutboundCampaign

Single Rules Engine

Interaction AgeCustomer Value / Opportunity

SMS/MobileSocial MediaVideo

Enabled by a one intelligent routing engine

Intelligent Routing

Customer Interaction Queue

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17

Conclusion

•- Prove a personalized customer experience•- Design your customer journey maps •- Build a cross channel experience•- Keep customer context at all times•- Leverage the power of mobile and social media

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18

Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

enterprise.programs@genesys.com

Janelle MatthewsAngela Riordan

Thank You for participating!For more information, please visit

www.genesys.com/products

Email us: enterprise.programs@genesys.com