final roadshow deck
TRANSCRIPT
CREATING CUSTOMER LOVE STORIESSheridan Orr, Matchmaker
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Sheridan Orr,
Director of Product Marketing,
NICE
@SheridanOrr #CXLoveStories
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YOUR
CUSTOMERS A R E A L L D I F F E R E N T
a n d i n M o t i o n
And They Interact Differently
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Loyal
Lots of time
Prefers
face to faceComplex
issues
Needs
guidance /
help
Short on time
Quick
resolution
Direct /
expects
results
Prefers
the web
Social
Text / Chat
Mobile first
Will switch
supplier
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3%
8%
15% 15% 15%
11%
7%
6%
4%
11%
5%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
0 1 2 3 4 5 6 7 8 9 10 11 12
% o
f re
sp
on
de
nts
No. of channels
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Customers use 5.6 channels on average, 97% of
customers are multi-channel users
Ave
rag
e 5
.6
97% use more
than one channel
1/3 use 7
or more
channels
My Story
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Know Me Know My Journey Know My Needs
Purchase
Card Stolen
Email Verification
Text Confirmation
No Response
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LOVE HAPPENS IN AN INSTANT
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Actually in 1/5 of a second
People can feel love toward
organizations or activities
Different moments matter
more
Those moments add up and
deepen the feelings
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LOVE IS A JOURNEY
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Web
SMS
Survey
IVR
Self Service
Survey
SurveyVoice
IVR
Self Service
IVR
Self Service
IVR
Self Service
Web
Web
SMS
Voice
Voice
Voice
Voice
Voice
Opportunity: Promote
web self-service
<3% using Web for next
contact
“Go to” Channel is
Voice
<20% have a
previous interaction
where they’ve tried
to self serve
Opportunity: Next Call
Prevention
17% Repeat Calls within
14 days
Opportunity: Next Call
Prevention
Multiple Repeat Call
instances
In a Journey, Different Moments Matter More
Customer
Pain
Love Is a Journey
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1
2
3
4
5
Raw Data
Time
Customer
Timeline
Cross Channel –
Contact Reasoning
Sequencing
Customer Journey
Personalizing the
experience across
all channels
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LOVE ISEMOTION
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Love Is Emotional
Ask
Observe
Act
Measure
Understand customer emotion from voice,
chat, emails and other channels.
Interpret data to see which actions you
should take to meet goals.
Analyze and share
your performance.
Survey customers across multiple channels.
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LOVE IS PERSONAL
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Not all customers want to be
treated the same
Different demographics have
different journeys
Personalization can create
one of those moments that
matter
Getting it wrong can create a
whole new set of problems
One Size Never Fits All
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Not all customers want to be
treated the same.
Different demographics have
different journeys.
Personalization can create
one of those moments that
matter.
Getting it wrong can create a
whole new set of problems.
Love Is Personal
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LOVE IS CONSISTENT
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When you find things your
customers love, you need to
operationalize them
When you find things they
hate, you need to dive in
deeper
Love Is Consistent
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LOVE IS SHARED
When You Have Happy Customers, They:
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Spend more
Stay longer
Share
positive
experiencesMake your
employees
love
working for
you
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THANK
YOU