day 2- real-time service recovery- engaging with your customers at the moment of truth
TRANSCRIPT
Be a Customer Experience Ninja!
Real-time service recovery: engaging with customers at the moment of truth
Be a Customer Experience Ninja!
1,800,000 “Likes”293,000 updates
Every 60 seconds on the Internet...
Source: http://blog.qmee.com/online-in-60-seconds-infographic-a-year-later/
Be a Customer Experience Ninja!
Every 60 seconds on the Internet...
Source: http://blog.qmee.com/online-in-60-seconds-infographic-a-year-later/
433,000 Tweets
Be a Customer Experience Ninja!
Every 60 seconds on the Internet...
Source: http://blog.qmee.com/online-in-60-seconds-infographic-a-year-later/
2,660,000searches
Be a Customer Experience Ninja!
Every 60 seconds on the Internet...
Source: http://blog.qmee.com/online-in-60-seconds-infographic-a-year-later/
138,800,000 emails sent
Be a Customer Experience Ninja!
of consumers post negative comments after having a bad Customer Experience
26%Source: Accenture Global Study
Some scary stats...
Be a Customer Experience Ninja!
say that negative comments posted on social mediasites contribute towards the overall decision of
buying a given product or service
23%Some more scary stats...
Source: Accenture Global Study
Be a Customer Experience Ninja!
The dangers of a connected world...
Be a Customer Experience Ninja!
The dangers of a connected world...
144 retweets546 likes
Be a Customer Experience Ninja!
The dangers of a connected world...
Failure to capture offline experiences creates casualties to brand relationships, consumer loyalty, and Net
Promoter scores.
X
Be a Customer Experience Ninja!
IoT makes it possible to monitor and manage Customer Experience in REAL TIME, on the sales floor or any customer interaction points. Real experiences are uploaded to the Cloud, giving management the tools to implement better Customer Experience.
Capture real experiences in-store
Data is uploaded to the cloud
Management analyse customer experience data
Change is implemented on the floor
Be a Customer Experience Ninja!
How do you get loads of feedback from your customers?
Be a Customer Experience Ninja!
Make it easy.
Be a Customer Experience Ninja!
● Get real time alerts at the moment of truth
● Implement immediate service recovery
Be a Customer Experience Ninja!
As opposed to traditional ways of complaining...
● Complaint slips don’t go “missing”
● Managers are all kept aware and
can track when customers
complain
● Customers feel valued
Be a Customer Experience Ninja!
And the best part is...
Managers are obliged to interact
with customers because all customer
ratings are logged for reporting
purposes.
Be a Customer Experience Ninja!
Companies that lead in Customer Experience make more money, and do so more predictively.Excellent Customer Experience is proven to differentiate a brand experience and create
repurchases and recommendation-driven opportunities.
Be a Customer Experience Ninja!
A 2013 study by the Peppers and Rogers Group revealed the following about ROI and Customer Experience:
Additional revenue a $1 billion fast-food chain could generate by making incremental CX improvements
Source
Customers that have spent more with a company because of a previous positive experience
Source
Customer that are willing to spend more with a company following an excellent customer service experience.
Source
Be a Customer Experience Ninja!
Food for thought...
If you can recover a customer who had a
bad experience, they could end up being
more valuable than customers that have
average experiences.
Be a Customer Experience Ninja!
Viral social posts can damage your brand...
Be a Customer Experience Ninja!
How do you prevent this?
Be a Customer Experience Ninja!
By listening to, and engaging with your
customersYou can’t fix what you
do not measure!