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Photo by marfis75 - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/45409431@N00
Treat Me Like a Human
• Be real human
• I need the feeling of being recognized, listened
to, valued and cared for
• Be driven by purpose not products provide me
compelling reasons to stay versus trapping me
• Be a member of my tribe, treat us as people
you share common passions with
• Be trust obsessed
Employee Engagement
Ask employees what they need to deliver better customer journeys in the design stage
2014 Was the Year of
Culture…Why?
• The pressure to innovate is high and is going
to continuously grow
• It is much easier to change strategy then it is to
change culture
• Successful organizations will design their
business strategies around their culture
Most organizations conduct culture assessments that amount to
nothing more than feel good, check the box exercises.
Conduct a real culture assessment…..who makes decisions,
how are resources allocated , how does work get prioritized,
what is rewarded and punished, how is the physical workspace
setup
Organization Alignment to Journey
Organizations are breaking down traditional functional silos… at least the ones that will succeed
• Experienced based teams
• Experienced based product development
• Experienced based processes embedding socially driven collaboration into the business processes
• Experienced based software
• Partnering across company even with competitors to ensure the entire ecosystem of customer interaction is improved
Insight
Insight is more critical than ever for all decisions and to make the right changes
Anticipating Customer Needs is Becoming
Expected
• Rank customer behavior, distill patterns and
adapt to accommodate
• Calculated anticipation based on previous
patterns and changing expectations
– Allows for better cheaper service
• Customers have grown more impatient, we
want smart interactions
– Personalize experiences
Data Analysis is Bigger than Evermore ways to learn from customers
• Co-create invite the crowd into your company
• Be super teachable, listen, customers have a lot to teach/say and a strong desire to be heard
• Smartphones and social have enabled more real time feedback
• Use of speech, mobile and predictive analytics to decode real time experiences
• Capitalize on moments of truth– Analyze customer journeys from an emotional
perspective
Social Media
Having social media presence on Facebook and Twitter and reacting to customer complaints is not enough anymore, now you must engage on
social media
Unstructured Social Content…92% of global consumers trust this more than all other forms of advertising
• Use it to create valuable content that markets your organization
– Post videos on YouTube
• Response times on social media need to be less than one hour and should be measured in minutes
• Engage with your customers…careful to avoid social pollution know how to deliver the right message at the right time to the right person
• Surveys are dying…feedback through social and real time insights is where we are going
Service differentiated with personalization
Beyond UX and Customer Experience Management (which is nice, easy and more convenient) make memorable, distinctive experiences
Services are Delivered while Experiences are
Staged
• Empathy over cold, tone deaf policies
• Practical and convenient interactions are now just
table stakes…the best are building memories by
touching our emotions
– Successful start-ups are built for customer experiences
and typically for themselves as the customer
• Give your frontline back the power to prioritize
customer problems above the business priorities
New Service Channels are Ubiquitous
• Mobile is everywhere…using smartphones and GPS to capture customer feedback and drive instantaneous customer experiences is crucial to be competitive
• Omni-channel – channel consistency…technology to enable greater dissemination of unified, repeatable and personalized experiences
• Self Service – is becoming the first resolution stop
• Text Messaging
• Rise of Virtual IVRs