digital engagement through a new lens: how to keep pace with connected customers

28
Digital Engagement Through A New Lens #CXSelfie SPONSORED BY How To Keep Pace With Connected Customers

Upload: g3-communications

Post on 09-May-2015

298 views

Category:

Retail


2 download

DESCRIPTION

Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers presented by LivePerson #CXSelfie

TRANSCRIPT

Page 1: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

Digital  Engagement    Through  A  New  Lens  

#CXSelfie  

SPONSORED  BY  

How  To  Keep  Pace  With  Connected  Customers  

Page 2: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Type  ques9on  here  

Welcome  Webinar  AEendees  

Page 3: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Follow  This  Webinar  On  TwiEer  

#CXSelfie

@LivePerson  @ExtracoBanks  @RTouchPoints  

Page 4: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

About  Retail  TouchPoints  

ü  Launched  in  2007    

ü  Over  28,000  subscribers  

ü  To  provide  execuPves  with  relevant,  insighRul  content  across  a  variety  of  digital  medium  

Free subscription to our weekly newsletter:

WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE

Page 5: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Panel  

Lindsay  Green  SVP,  Managing  Director,    

Extraco  Banks  &  Consul9ng

Anurag  Wadehra    CMO,    

LivePerson

Page 6: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#DigitalSelfie  

Agenda  

Background  On  The  Assessment    Key  Trends  &  Takeaways  

– Omnichannel  Excellence  –  Embracing  Real-­‐Time  Engagement  – Using  Data  To  Understand  Customers  –  IdenAfying  Ready-­‐To-­‐Buy  Customers    

Insights  From  Anurag  And  Lindsay  

1  

2  

3  

Page 7: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

About  The  Assessment  Commissioned  by  LivePerson    Asked  respondents  to  share  details  on  their  current  customer  engagement,  service  and  sales  strategies    Promoted  to  RTP  audience  and  on  social  media    Feedback  from  226  respondents  across  markePng,  service  and  e-­‐Commerce  related  Ptles      GOAL:  To  keep  a  pulse  on  current  digital  engagement  strategies  

Page 8: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

The  QuesPons  u Which  channels  or  touch  points  does  your  business  use  to  sell  and  engage  

customers?  

u  If  you  took  a  snapshot  of  your  customer  service  team,  what  would  it  look  like?  

u  How  do  you  collect  and  use  feedback  to  turn  customers  into  brand  advocates?  

u  How  quickly  do  you  respond  to  customers  when  they  need  you?  

u What  type  of  data  do  you  collect  and  use  across  service,  markePng  and  sales?    

u  How  do  you  use  data  analyPcs  to  find  out  which  customers  are  ready  to  convert,  or  are  high  impact?  

u  How  thoroughly  do  you  target  customers  and  personalize  their  experience  with  your  brand?  

u  How  will  you  be  improving  your  sales,  markePng  and  service  “selfie”  in  the  next  6  to  12  months?    

Page 9: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Our  Cast  Of  Selfies  

Basic  customer  service  operaPons  (call  center  or  email)      Service,  markePng  and  sales  departments  are  siloed    Unsure  how  to  improve  service,  markePng  and  sales  strategies  

Are  up-­‐to-­‐pace  with  the  latest  digital  engagement  trends      Need  to  consider  more  real-­‐Pme  service  channels  such  as  live  chat  or  social  media    Engage  with  customers  the  same,  whether  they’re  new  to  a  site  or  are  ready  to  buy  

ENTHUSIASTIC  NEWCOMER   TREND  WATCHER  

Page 10: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Need  to  focus  on  improving  customer  service  response  Pmes    Although  they  have  basic  customer  informaPon,  they  need  to  create  more  comprehensive  profiles  to  beEer  understand  customers    Customer  data  /  segments  need  to  be  shared  across  the  enPre  organizaPon  

Customer  journey  needs  to  conPnuously  be  tracked  and  refined.  Are  customers  having  a  consistent  experience  across  all  channels?    PersonalizaPon  and  targePng  efforts  need  to  improve    Mobile  chat  and  other  real-­‐Pme  tacPcs  should  be  considered  

CROSS-­‐CHANNEL  CHAMPION   DIGITAL  INNOVATOR  

Page 11: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

The  Results  

Page 12: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Key  Takeaways:    Omnichannel  Is  The  Goal…  

*That  means  they  have  consistent  sales,  markePng  and  service  strategies  across  all  channels.  

best-­‐in-­‐class    organizaPons  and  

of  laggards  describe  themselves  as  omnichannel  

23%    Over  

18%    

Page 13: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

But  Not  The  Reality  

of  all  respondents    sPll  operate  with  silos  

78%    

Page 14: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Businesses  Are  Siloed,    And  So  Are  Service  Teams  

best-­‐in-­‐class    organizaPons  and  

of  laggard  organizaPons  say  their  service  teams  are  omnichannel  

23%    Over  

21%    

Page 15: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

 One-­‐On-­‐One  Engagement    Creates  Real  RelaPonships  

Page 16: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

IdenPfy  Customers    Who  Are  Ready  To  Buy  

Page 17: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

PersonalizaPon  Is  Becoming    An  ImperaPve  

Page 18: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Key  Goals  For  2015  

Page 19: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Want  To  Learn  More?  

Download  the  E-­‐book!  

hEp://rtou.ch/des-­‐ebk-­‐lp  

Take  the  Assessment!  

hEp://rtou.ch/ds-­‐assessment-­‐lp  

Page 20: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Panel  Discussion  

Lindsay  Green  SVP,  Managing  Director,    

Extraco  Banks  &  Consul9ng

Anurag  Wadehra    CMO,    

LivePerson

Page 21: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Omnichannel  Excellence  

Page 22: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Embracing  Real-­‐Time  Engagement  

Page 23: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Using  Data  To  Understand  Customers  

Page 24: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

IdenPfying  Ready-­‐To-­‐Buy  Visitors  

Page 25: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Final  Tips  And  Best  PracPces  

Page 26: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

| Page 26

•  Founded in 1995, a public company since 2000 (NASDAQ: LPSN)

•  More than 8,500 customers worldwide

•  More than 900 employees

•  2 billion site visits and 20 million live engagements per month

•  US $178 million revenues (2013)

•  Headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London, Melbourne, Tokyo, Berlin and Amsterdam

The Global Leader in Intelligent Digital Customer Engagement

Creating Meaningful Connections

Between Brands and Customers

that Generate Value.

Page 27: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Q&A  //  Panelists  

Lindsay  Green  SVP,  Managing  Director,    

Extraco  Banks  &  Consul9ng

Anurag  Wadehra    CMO,    

LivePerson

Page 28: Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

#CXSelfie  

Thanks  For  Joining  Us!  

h]p://rtou.ch/des-­‐web  

View  this  presentaPon  on-­‐demand  at: