roundtable #10: customer experience · 2020-06-01 · minimizing customer effort and creating a...

R O U N D T A B L E # 1 0 : C U S T O M E R E X P E R I E N C E

C O V I D - 1 9 S U P P O R T S E R I E S

M a y 2 8 , 2 0 2 0

P I V O T

Agenda

1. Opening Thoughts

• Dave Nieuwstraten, CEO

2. CX During COVID-19

• Jeremy Graves, President

• Aaryn Slafky, Director of CX

3. Open Forum

A S K P I V O T . C O M

P I V O T

Today’s customer is/has…

A S K P I V O T . C O M

DESIRE FOR DIGITAL AND TOUCHLESS

FINANCIAL CONCERNS

FEARFUL & STRESSED

INCREASINGLY VOLATILE

HYPER AWARE

P I V O TP O L L In a crisis, which channels do

people turn to?

A S K P I V O T . C O M

https://www.zendesk.com/blog/zendesks-benchmark-snapshot-impact-covid-19-cx/

% increase since late February

A S K P I V O T . C O MP I V O T

Longing for human interaction and connection

Today’s customer is also…

the sum of all experiences a customer has over the lifetime of their

relationship with your company and how they perceive those interactions

CUSTOMER EXPERIENCE IS…

SAY THEY STOPPED BUYING WHEN COMPETITION OFFERED BETTER EXPERIENCE

SAY THEY WILL SWITCH IF EXPERIENCE IS TOO DIFFICULT

SAY EXPERIENCE IS MORE IMPORTANT THAN PRICE

A S K P I V O T . C O M

57%

74%

64%

P I V O T

What difference does CX make?

SAY IF THEY PERCEIVE THE BRAND IS PUTTING PROFIT OVER PEOPLE, THEY WILL LOSE TRUST IN THAT BRAND FOREVER

71%

https://www.forbes.com/sites/blakemorgan/2020/04/27/customer-experience-mindset-in-a-post-covid-19-world-an-infograph/#2f8868223d0e

Six pillars of Customer Experience

Achieving a true understanding of the customer’s circumstances.Empathy

Minimizing customer effort and creating a frictionless process.Time & Effort

Turning a poor experience into a great one.Resolution

Managing, meeting, and exceeding customer expectations.Expectations

Being trustworthy and engendering trust.Integrity

Using individualized attention to drive an emotional connection.

Personalization

P O L L

A S K P I V O T . C O M

People Centricity

THEIR EYESMake decisions from the lens of the customer or employee

P I V O TP O L L

THEIR WANTSUncover wants and needs, then build services and delivery around those

RELATIONSHIPSEvery interaction is an opportunity to deepen the relationship

SAY IF THEY PERCEIVE THE BRAND IS PUTTING PROFIT OVER PEOPLE, THEY WILL LOSE TRUST IN THAT BRAND FOREVER

71%

PEOPLEOVERPROFITS

A S K P I V O T . C O MP I V O TP O L L

People-centric organizations might say…

WHAT ARE OUR CUSTOMERS SAYING ABOUT US?

LET’S ASK OUR TEAM HOW THEY ARE DOING.

WE EMPHASIZE HUMAN INTERACTIONS

A HUMAN TOUCH

Micro-moments

P I V O T

Routine, mundane, often overlooked interactions

Make them special. Surprise with a caring gesture. The unexpected will deepen the relationship.

Deliver the unexpected

P I V O T

• Video tech support call

• Music on the drive-thru

• Prize for 1st drive-thru customer of the month

• Roll of toilet paper with transaction

• Toiletries in the restroom

• Sticky note on the receipt

Make it personal

P I V O TP O L L

• Choose your on-hold music

• Choose your appointment

• Choose your WiFi Network name and label

• Respond to a social post with a special delivery

• Break out into song

020

C X A S S E S S M E N T

C X F O U N D A T I O N A L T R A I N I N G

C U S T O M E R J O U R N E Y M A P P I N G

C X D E S I G N & I M P L E M E N T A T I O N

C X A C C O U N T A B I L I T Y &

M E A S U R E M E N T

C X C O N S U L T A T I O N &

O N - D E M A N D T R A I N I N G

Open Forum

askpivot.com/COVID-19

https://info.askpivot.com/become-a-pro

A S K P I V O T . C O M