CUSTOMER ENGAGEMENT ACADEMIE DU SERVICE UK 1

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1 CUSTOMER ENGAGEMENT ACADEMIE DU SERVICE UK 1

2 1. USER EXPERIENCE ACADEMIE DU SERVICE UK 2

3 Powered by technology and increased connectivity Customised and customisable interactions with the customer Customer as user in search of a HIGH TECH experience ACADEMIE DU SERVICE UK 3

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6 What about the customer as a customer? Where are your contact points? What can brands do to stop HIGH-TECH becoming LOW-TOUCH? ACADEMIE DU SERVICE UK 6

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9 2. CUSTOMER EXPERIENCE ACADEMIE DU SERVICE UK 9

10 Powered by brand visibility and/or desire for digital differentiation Physical and emotional contact points that invest heavily in perceived quality Customer as person in search of a HIGH TOUCH interaction ACADEMIE DU SERVICE UK 10

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15 So which works best Ux or Cx? Or is that the right question? There's a third component that's critical to getting the Ux/Cx mix right Ex ACADEMIE DU SERVICE UK 15

16 3. EMPLOYEE EXPERIENCE ACADEMIE DU SERVICE UK 16

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19 Frontline staff: satisfied and happy to deliver the right service to customers Back office staff: satisfied and committed to deliver the best service to frontline staff CONSIDERATION SYMMETRY Managers: pay the same attention to employees as they do to customers ACADEMIE DU SERVICE UK 19

20 SO WHAT DO COMPANIES NEED TO DO? ACADEMIE DU SERVICE UK 20

21 Understand what Ux/Cx mix you really want to achieve Measure how you perform in terms of service culture and how that measures up to your customer engagement ambitions Value your employees' contribution and help them build the skills they need to improve it ACADEMIE DU SERVICE UK 21

22 SERVICE CULTURE BAROMETER by

23 A QUICK AND EFFICIENT DIAGNOSIS FOR DEVELOPING YOUR SERVICE STRATEGY A unique tool measuring the correlation between employee and customer engagement It is based on Consideration Symmetry, which is the principle of paying as much attention to the employee as to the customer in order to facilitate the delivery of a quality service experience.

24 HOW DOES IT WORK AND WHAT DOES IT DELIVER? Our package comprises six services: 1. Preparatory interviews and meetings to help understand your environment 2. Three customised questions of your choice that can be added to the customer and employee questionnaires 3. Management of the two surveys online 4. Report published online and customised PowerPoint version 5. Benchmark with the annual online study (combining results from nine major industries) 6. Multi-perspective strategy seminar with your company s top management Priority management, action plan, roadmap

25 WHO ARE WE? OUR VALUE PROPOSITION THINK SERVICE 1) Design the customer and employee experience that will make your business strategy succeed 2) Train managers, in-house trainers and associates to embody the appropriate attitudes to ensure customer satisfaction 3) Measure, communicate, reinforce service culture in the company for long term success ACADEMIE DU SERVICE UK 25

26 CX UX CUSTOMER ENGAGEMENT EX ACADEMIE DU SERVICE UK 26