Customer Experience Is the New Black:

Transcription

1 Customer Experience Is the New Black: The Key to Revenue Generation in the 21 st Century Presented by: K.C. Blonski Vice President, Customer Experience Chris Sheaffer Senior Account Executive January 19, 2016 (#)

2 Today s Presenters KC Blonski Vice President of Customer Experience Chris Sheaffer Senior Account Executive (#)

3 Wilson Learning 50 years in business 53 Countries Languages Resources worldwide Our Expertise Sales Leadership Customer Experience Learning Transfer Industry Recognition Top 20 Sales Methodology Training Companies 2009, 2010, 2011, 2012, 2013, 2014, 2015 (#)

4 Today s Agenda Purpose Process Payoff Explore how to develop a branded customer experience that enhances the perceived value while impacting revenue Examine the competitive advantages of a branded customer experience Understand the equation for building trust in your dealership and the products and services you offer today Identify the 4 key areas that dealers must address to have the greatest impact on enhanced value, customer loyalty, and increasing sales Understand the importance of the human element to grow and protect your customer base (#) 4

5 Question Does everyone within your dealership understand their role in supporting the customer experience? 5

6 Opinions Everywhere 6

7 Customer Experience: The perception customers have of their interactions with your organization. 7

8 Brand Differentiation in Today s World 86% will always or often pay more for a better experience 87% will discontinue business with a company after a negative customer experience, an increase of 12% from % are more likely to share their customer services experience stories now than they were five years ago 94% say organizations that provide an experience greater than their expectations positively impact their level of trust 8

9 Four Years and Counting By 2020 Customer Experience will overtake Price and Product as the key brand differentiator Customers 2020 Report 9

10 Zone of Indifference 80% of an organization s customer base falls into the zone of indifference. Wilson Learning research 10

11 Social Media 58% are more likely to share their customer experience stories now than five years ago 11

12 Got your attention yet? 12

13 70% of the buying experience is based on how customers feel they are being treated - McKinsey 13

14 The Human Element Transaction Sale / Query Problem Making It Memorable Building Trust and Confidence Reassuring, Rebuilding Core Service Delivery Delivering Quality to the Customer Making It Right 14

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16 Credibility + Empathy = Trust Propriety Competence Commonality Intent 16

17 Credibility + Empathy = Trust Dealership Alignment Leadership Responsibility Associate Capability Marketing Communications 17

18 TRUST is the primary driver of Customer Loyalty 18

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20 Managing the Experience Manage Impact Create Do Nothing At Interaction Through Customer Feedback Proactive Design of Customer Experience (#)

21 The Bottom Line... 66% of respondents cited Customer Experience as the biggest driver for encouraging greater spending -Right Now 86% of buyers will pay more for a better customer experience -Customer Experience Index 5% growth among loyal customers leads to an increased profit between 25% and 100% per customer (#) 21 -Frederick Reichheld

22 Questions to Ponder Does your dealership have a clear vision and definition of your customer experience? Does your dealership have a defined customer relationship strategy? Do your leadership teams understand their roles in fostering a work environment that supports delivery of a branded experience? Is there alignment between business strategy and learning paths of all team members? Are metrics, rewards, and recognition aligned to expected outcomes of your customer experience strategy? 22

23 Steps for Building Your Customer Experience A compelling and consistent definition of Customer Experience Superior skill development aligned to the behaviors of the defined experience Management policies and practices that empower the consistent delivery of a branded customer experience Infrastructure that supports the brand experience 23

24 You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality. Walt Disney THANK YOU (#)

25 KC Blonski Vice President of Customer Experience (813) Chris Sheaffer Senior Account Executive (312) (#)