maximise how you individualise

Download Maximise How You Individualise

Post on 18-Oct-2014

479 views

Category:

Business

0 download

Embed Size (px)

DESCRIPTION

Want to get your hands on the latest research on ‘The State of Customer Experience in Asia Pacific', then download this sneak-peak presentation from ‘The CMO Council’, and be one of the first in line to get access to the full report when it is released on the 12th of December. Find out what Marketers in Asia are thinking about Customer Experience and how it helps them to differentiate their brands.

TRANSCRIPT

Maximize_ppt_Webcast2.pptx

Asia-Pacific Date & Times: November 26, 2013; 7:30 am IST, 10:00 am SGT, 1:00 PM AEST United States Date & Times: November 25, 2013; 9:00 pm EST; 6:00 pm PST

The State Of Customer Experience in Asia-Pacific

WEBCAST Revealing Best Practices from industry leaders

MAXIMIZE HOW YOU INDIVIDUALIZE

WELCOME vWhat we are here to do

Provide a sneak peak of findings from the upcoming study focused on customer experience across Asia

Hear from industry leaders to see if the findings are in line with their experiences across the market

Share insights into how and why customer experience management is critical in this connected digital landscape

WELCOME vWho we will be hearing from

Nicolas Kontopoulos, Senior Director, Global CRM Marketing, SAP

Chris Reed, Chief Marketing Officer, Mig33 Lea Wright, Head of Consumer CRM, Westpac Christel Quek, Regional Digital & Social Strategist

66% say positive customer

experience can help differentiate

their brand

MAXIMIZE HOW YOU INDIVIDUALIZE

MAXIMIZE HOW YOU

INDIVIDUALIZE vOnline audit of 217 senior marketers across Asia vInterviews with XX vFull report and findings available December 12

Source: ComScore

WHAT IS CUSTOMER CENTRICITY?

60% say centricity is a corporate

culture that places customer

satisfaction above all else

vProducts that reflect ongoing customer co-innovation (45%)

vA senior management team committed to understanding and serving their markets (35%)

vResponsible use of customer data and insight to advance the customer experience (35%)

HOW CUSTOMER CENTRIC ARE INTERNATIONAL BRANDS?

1%

0%

12%

32%

43%

13%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Not Sure

Poor

Needs Improvement

Moderate

Good

High

HOW CUSTOMER CENTRIC ARE ASIAN BRANDS?

2%

3%

24%

36%

28%

7%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Not Sure

Poor

Needs Improvement

Moderate

Good

High

HOW VOCAL ARE APAC CUSTOMERS?

VOICES GETTING STRONGER

vSelectively Vocal: Feedback depends (42%) vProactive & Private: Willing to share directly

with brand (17%) vActively Social: Always ready to share (13%)

Source: ComScore

THE ONES TO WATCH

vSilent But Act Fast: No sharingbut no warning when they stop doing business (5%)

Source: ComScore

DO YOU HAVE A FORMAL CUSTOMER EXPERIENCE STRATEGY?

6%

9%

30%

20%

35%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Not Sure

Strategy in Place

Strategy in Development

No

Yes

EXPECTATION & DIGITAL SPARK CXM STRATEGY

vDigital Channel Explosion (64%) vRapid Behavior Change (62%) vMarket Expansion & Introduction (40%)

Source: ComScore

HOW SATISFIED ARE YOU WITH CUSTOMER LISTENING & RESPONSE?

3%

18%

17%

51%

11%

0% 10% 20% 30% 40% 50% 60%

Not Sure

Not At All Satisfied

Implementing Systems

Moderately Satisfied

Highly Satisfied

LISTENING IN WRONG PLACES

vWe Wait for Proactive Voices Email (71%) Sales Teams Corporate Website (54%) Customer Service Centers (50%)

vNot Looking Beyond the Basics Social (59%) Blogs (28%) In-store (26%)

Source: ComScore

SYSTEMS CANT LIVE UP TO

BRAND PROMISE vDo your back office systems and operational

structures live up to brand promises & marketing claims? 26% Yes 13% No 55% SOMEWHAT

Source: ComScore

WHAT ARE THE BIGGEST CHALLENGES TO MANAGE GLOBAL EXPERIENCE?

BIG DATA BIG PROBLEM

v38% battle data quality v34% challenged by IT infrastructure v31% have issues with data ownership v26% struggle to manage data complexity

Source: ComScore

only 23% have a comprehensive

view of the stages of the customer

lifecycle

HOW (and where) ARE YOU USING CUSTOMER INSIGHT TO OPTIMIZE EXPERIENCE?

PERSONALIZE FOR PROBLEMS

v42% for service or support v39% use insight to up-sell or cross-sell v38% monitor customer lifecycle v36% use insight to fuel CRM v31% personalize web and social interaction

Source: ComScore

BUT WE ARE NOT

v13% leverage insight for customer revenue optimization

v17% for lead acquisition v11% account-based engagements v10% to improve sales cycles v 3% to recover or reactivate old accounts

Source: ComScore

DO YOU SEE GAPS IN THE CUSTOMER EXPERIENCE?

EMPOWERMENT LACKING

vOperational structure (38%) vIndividualization of communication (33%) vEmpowering the employee (32%) vLocalization (27%)

Source: ComScore

HAVE CXM ISSUES IMPACTED BUSINESS?

EXPERIENCE = $$$

v41% say customer experience has increased revenue 18% saw revenue increase between 5% - 10% 15% saw revenue increase between 1% - 5% 3% saw revenue increase in excess of 10%

Source: ComScore

Our Guest Speakers vNicolas Kontopoulos

Senior Director, Global CRM Marketing, SAP vChris Reed

Chief Marketing Officer, Mig33 vLea Wright

Head of Consumer CRM, Westpac vChristel Quek

Regional Digital & Social Strategist

Q&A

Please submit your questions in the question dialog box above

This presentaCon will be available to view On-Demand soon aJer the live viewing

WHATS NEXT? Download the Report >> December 12 Get connected >> (LinkedIn) The Marketing Edge

This presentaCon will be available to view On-Demand soon aJer the live viewing

THANK YOU!

This presentaCon will be available to view On-Demand soon aJer the live viewing