Customer experience Why is it important and how a global company can manage

it ?

Presenter: Andrej Vinš & Petra Bachratá

Date: 7. March 2013

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What value do you think IT company brings to a customer?

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Dell’s Purpose Statement to customers

Delivering technology solutions that enable people everywhere to grow and thrive

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Customer satisfaction vs. Loyalty?Satisfied customers  

• will stay until there is a better alternative offered to them – even if there expectations are exceeded! 

• No emotional investment or connection.

• They did not feel committed to the prior company.

Loyal customers

• will stay with a product or service provider through thick and thin.

• Customer loyalty entails an emotional connection.

• You have embedded yourself in the heart and mind of that customer.

Much research over the years has indicated that there is no connection between customer

loyalty and customer satisfaction.

None.

Just because a customer indicates a high level of satisfaction does not mean that they are or

will be loyal to you.

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From satisfaction to delight- using NPS

• Transition from satisfaction measurement

• Overall customer loyalty – Net Promoter Score

• Identify critical loyalty drivers

• Drive process business improvement

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“HOW LIKELY

ARE YOU TO RECOMMEND DELL TO A FRIEND

OR COLLEAGUE?”

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Who is Promoter and who is Detractor?

Detractors (score 0-6) are the unhappy customers who can damage your brand and prevent your growth through negativity.

Passives (score 7-8) those satisfied but unenthusiastic customers who are vulnerable to competitors.

Promoters (score 9-10) the loyal enthusiasts who keep buying and referring others, fuelling your growth.

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Definitions: Net Promoters and Net Satisfaction Score

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NPS Survey methodology

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Customer success is Dell success

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We listen, we learn…

and we push Ourselves to improve

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Unique Customer Insight

Dell listens carefully to customers’ needs and desires

Dell is focused on delivering solutions to enable smarter decisions

Dell is committed to superior long-term value

Did you know?

Dell has implemented over 400 ideas submitted online by users at www.ideastorm.com

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NPS driving end-to-end transformation

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What Does success look like?

Customer experience is our DNA

The Brand promise is reinforced at every customer interaction.

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Thank you