resources and guidelines winning the online retail war€¦ · cx right? source maxie...
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![Page 1: Resources and Guidelines Winning the Online Retail War€¦ · CX right? SOURCE Maxie Schmidt-Subramanian and Samuel Stern (October 2016): Forrester: Why CX? Why Now? Use Our Infographic](https://reader034.vdocuments.us/reader034/viewer/2022050507/5f985da53bbf3834c20fd62f/html5/thumbnails/1.jpg)
Winning the Online Retail WarResources and GuidelinesRodney Moynihan - Director ANZ @ Zendesk
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Rodney MoynihanDirector ANZ - Zendesk
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Why now?Top Trends Driving CX in 2017
Digital disruption and increasing competition
Eroding customer loyalty
High employee turnover
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Relationships Are Complicated ...
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Trust
Evangelism
Loyalty
Transparency
Empowerment
Responsiveness
Any customer service interaction is 4x more likely to drive disloyalty, than loyalty.
Organisations want Customers want
What's driving the eRetailer and Customer ?
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Why Orgs need to get CX right?
SOURCEMaxie Schmidt-Subramanian and Samuel Stern (October 2016):Forrester: Why CX? Why Now? Use Our Infographic To Get Your Executives To Back You
5.1xRevenue growth of CX leaders over laggards
4.5xWillingness to pay a price premium of customers who have excellent versus poor experiences
2.7xThe operating margin for companies with engaged employees
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SOURCEAccenture report: Customer 2020: Are You Future Ready or Reliving the Past?
89%Of customers agree that brands need to offer a consistent customer service experience across all channels to keep customers
60%Of customers change their contact channel based on where they are and what they’re doing
A seamless experience is now table stakes
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Sophisticated, not complicated
Scales seamlessly from small teams to large
orgs
Elasticity built on a modern
tech stack
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Innovative companies think about the entire relationship with their customers
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Take Action
Fill in your CX Scorecard, and get your personalised CX Scorecard
See how you compare
Visit cx.report
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www.zendesk.com