where did all of my customers go (and how can i win them back)?
DESCRIPTION
Some companies drive away loads of customers with one big move. For most companies, losing customers is a slow, inexorable process, that water dripping from a leaky faucet. The cause? Poor customer experience management. In this deck, adapted from an Avaya Nov. 2013 webinar, you can learn new strategies to retain or win back customers in this new era.TRANSCRIPT
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Where Did All of the Customers Go (and How
Do I Win Them Back)?
The Essential Executive Webinar Series
Nov. 7, 2013
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Sheila McGee-Smith
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Tony Bridgewater
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Mark Wilson
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Jeanne Bliss
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Use the Q&A window in the
console
Send ane-mail to
Ask Your
‘s
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Discussion 1:
What Are the Challenges in
Serving Today’s New Breed of
Customers?
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Jenny
Gary Barry Mike Anne Gordon
Different Demographics
Fire and forget
consumerist
Digital DIYdude
Silver surferNo nonsense
trouble shooter
Old fashioned
service lover
Grumpy oldman
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Technology Has Made
Customers More
Independent - And
DemandingFire and forget
consumerist
Digital DIYdude
No nonsense
trouble shooter
Old fashioned
service lover
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Discussion 2:
Why and How Do Companies
Still Get Multi-Channel Customer
Experience Management Wrong?
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Channels Disconnected from Other Channels
EmailDocument Phone Call
SMS/MMS Message
Website
Web Chat Call Me Back Mobile
Facebook Twitter Google + Other ??
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Companies Deploy Social…Badly
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Discussion 3:
How Should You Communicate to
Customers at the Right Time, in
the Right Place, with the Right
Media?
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Connect Your Mobile Applications with the Contact Center
Provide estimated wait time to speak …
…to an agent skilled in the area of concern
Shorten verification if the caller has already authenticated
Provide context to the agent, pre-populating fields with context that explain what the customer has been doing in the application
Use the unique capabilities of the mobile device, e.g., location-specific coupons
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Create Consistent Cross-Channel Experiences
Fire and forget
consumerist
Digital DIYdude
Silver surferNo nonsense
trouble shooter
Old fashioned
service lover
Grumpy oldman
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What To Do?
Let customers pick the channel
Be informed
Provide a consistent cross-channel experience
Segment customers based on their needs AND their value to your business
63% of Companies Rank ‘Ok’ or ‘Very Poor’ in Customer Experience (Forrester Research, 2012)
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1.Make Customer Experience Management a project with a budget, a plan, a business case
2.Make an executive accountable for Customer Experience
3.Know your Customers really well
4.Invest in the contact center as the nerve center of your Customer Experience strategy
5.Change what you monitor and measure to ensure continuous improvement
Summarizing Today’s Key Points
1. What are the challenges in serving today’s new breed of customers?
2. Why and how do companies still get multi-channel customer experience management wrong?
3. How should you communicate to customers at the right time, in the right place, with the right media?
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Survey
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for Joining Avaya’s Customer Experience Management Webinar
THANK
YOU
Email your Questions to:[email protected]
www.avaya.com
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