Voice of Customer : Understanding Customer Experience On the Go

Transcription

1 Voice of Customer : Understanding Customer Experience On the Go

2 Agenda About PowerObjects Our Speaker: Introduction Why Customer Experience Consumer Behavior Measuring Customer Experience Omni-channel Voice of Customer Voice of Customer Presentation

3 About PowerObjects Founded in Employees Over 850 CRM Customers Worldwide We have been 100% focused on CRM since 2008 Largest Microsoft CRM Practice & Largest Support Desk in the world We have one of the most widely visited Dynamics CRM websites in the world including our blog and our free online Dynamics CRM guidebook: The CRM Book Microsoft Awards & Recognition 2015 Cloud Customer Relationship Management Partner of the Year 2014 Microsoft Customer Relationship Management Award Finalist 2014 Customer Excellence Award for Cloud Transformation 2013 Microsoft Dynamics CRM Partner of the Year 2013/2011 Inner Circle for Microsoft Dynamics 2012 Microsoft Dynamics CRM Partner of the Year 2009/2010/2011 Presidents Club for Microsoft Dynamics Minneapolis Atlanta Chicago Cincinnati Dallas New York Omaha Philadelphia San Francisco Seattle Toronto

4 Our Speaker: Nikita Polyakov PowerObjects Practice Director, Mobility & Portals

5 Why Customer Experience?

6 Why Customer Experience? Customer Satisfaction is King 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. Customer Retention is Queen When it comes to sales, the probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer

7 Your most unhappy customers are your greatest source of learning. -Bill Gates

8 What is VOC?

9 Terminology Simplified Voice of Customer (VOC) Rating of how your organization is doing as perceived by the customer. Can be used to measure Customer Experience (CX)

10 HOW TO MEASURE CX with VOC?

11 IQPC & PowerObjects Study How do you acquire the voice of the customer? INTERACTION RECORDINGS/VERBATIM 55.2 AGENT FEEDBACK/POST-CALL WRAP-UP 46.6 CHANGES IN CUSTOMER METRICS (CSAT, NPS, ETC) 39.7 CUSTOMER FEEDBACK (RESPONSE TO SURVEYS)

12 Where can I leverage these Surveys Phone Surveys Call or IVR the response Web Surveys Phone Interaction In-person Service Self-Service Interaction Suggestion Box Online on Website/Portal

13 Real Use Case PowerObjects 850+ Customers 387+ Active Projects 4 Interaction Types 12 Survey Templates Support Education Sales Delivery 1,500+ Customer Interactions 100% Surveys Read by Leadership

14 Measure and Track Top of mind

15 Want to see what it looks like?

16 Tips for best VOC Surveys 1. Set my time expectations of How Long? 2. Don t Ask too many Questions 3. Do Ask if Customer wants to tell you more details 4. Define a Consistent metric for rating CX, stick to it

17 ARE ALL MY CUSTOMERS SAME?

18 Evolving Times in Customers World Consumers have more information to make informed decisions at the fingertips Technology Cell Phones Automobiles

19 Mobile Trends point to emerging Mobile-first Consumers Text Messaging for Business By 2016, half of total SMS revenues worldwide will become premium SMS services. Mobile-First Browsing By 2017, half of internet users never use a PC, and accesses the internet only on a mobile. Smartphones everywhere 64% of American adults now own a smartphone of some kind, up from 35% in the spring of

20 What are Mobile Moments? Check your phone in a line or in traffic? While waiting for a meeting to start? or during a boring webcast?

21 Leverage Mobile Moments Finding the right time to engage in VOC within the Mobile Moments. Drivers: Intent what am I trying to do? Context where I am trying to do it? Immediacy how convenient is the next action

22 Use Case of Leveraging Mobile Moments for VOC Customer Service Phone Interaction

23 Use Case of Leveraging Mobile Moments for VOC Reading Self-Service Article

24 Example Use Case Products & Services Business Janet is Customer Tom is Support Representative Scott is Customer Service Director Brittany is Account Manager

25 Use Case before VOC 1. Janet is a known new customer. 2. Janet has a customer service interaction with Tom. 3. Tom is new and was not very polite to Janet. 4. Janet is not happy with this interaction. 5. Brittany from the Sales follows up to offer other products, but is instead greeted with upset Janet who is now not interested in buying more. 6. Previously happy customer is now lost.

26 Use Case after VOC 1. Janet is a known new customer. 2. Janet has a customer service interaction with Tom. 3. Tom is new and was not very polite to Janet. 4. Janet is not happy with this interaction. 5. System Follows up and asks Janet to rate her experience with Tom, and she does! 6. Brittany from the Sales is alerted of this rating before she follows up to offer new products.

27 LIVE DEMO

28 Our POV on High Performance VOC for CX Implement Surveys at point of care interactions to capture timely customer experience performance Invest into a single Survey platform that is mobileresponsive today, leverage SMS channel for delivery Measure, report and take action on Survey results

29 Relevant Next Steps: On-demand Webcasts 1. PowerSurveyPlus for Dynamics CRM: The Good, The Great, and the Flippin Awesome 2. Using Portals for Customer Self-Service 3. Why Omni-channel and CRM Must Be Symbiotic in Your Customer Care Center

30 Questions? WHY WHY WHAT HOW WHEN WHO HOW WHAT HOW WHEN WHAT HOW WHO WHERE WHY HOW WHAT 30

31 Call to Action Request a personalized Demo Nikita Polyakov Mobility & Portals Practice Director Nikita.Polyakov@PowerObjects.com THANKS!