Embed Size (px)
Citation preview
Improving customer satisfaction – the 5 key enablers
kcom.com
What are the 5 enablers for
improving customer satisfaction?
kcom.com
kcom.com
1: The ‘Meet and Greet’ Experience
kcom.com
When the customer contacts you for the first time, don’t bounce your prospect between different operators while you find out about them.
1: The ‘Meet and Greet’ Experience
kcom.com
When the customer contacts you for the first time, don’t bounce your prospect between different operators while you find out about them.
The Enabler: Make friends with your new customers. At First Direct, agents have freedom to do almost anything without passing off customers.
1: The ‘Meet and Greet’ Experience
kcom.com
2: The ‘I’ve Told You That Already’
Experience
kcom.com
Having to repeat information – such as account numbers and contact details – can be a relationship killer.
2: The ‘I’ve Told You That Already’ Experience
89% of customers are frustrated at having to repeat their issue to multiple representatives (Accenture 2013 Global Consumer Pulse Survey).
The Enabler: Make your customer data work harder.
More than 200 data elements – from recent purchases to friends’ reviews on GoodReads – go into improving
customer satisfaction on every Amazon web page.
kcom.com
kcom.com
3: The ‘Our Way – Or Else’ Experience
kcom.com
Why funnel your valued customers into a single sales channel?
3: The ‘Our Way – Or Else’ Experience
92% of organisations that view
customer experience as a differentiator
offer multiple contact channels. (Deloitte)
kcom.com
kcom.com
Why funnel your valued customers into a single sales channel?
The Enabler: Be ready to interact with customers on any channel any time, from telephone to Twitter.
3: The ‘Our Way – Or Else’ Experience
kcom.com
4: The ‘About to Churn’ Experience
kcom.com
When customers are frustrated, you could be at risk of losing them for life.
4: The ‘About to Churn’ Experience
kcom.com
When customers are frustrated, you could be at risk of losing them for life.
The Enabler: Make decisions based not on one interaction, but on your customer’s entire history with you. You can then offer the most appropriate response – a genuine apology; a fitting offer; a letter from the CEO – to improve customer satisfaction.
Sky TV has an escalation process for switchers which brings them back in many cases.
4: The ‘About to Churn’ Experience
kcom.com
5: The ‘Turning into an Advocate’
Experience
kcom.com
Encourage your delighted customer to sing your praises to thousands.
5: The ‘Turning into an Advocate’ Experience
kcom.com
90% of respondents who recalled reading online reviews claimed that positive online reviews
influenced buying decisions. (Dimensional Research)
kcom.com
Encourage your delighted customer to sing your praises to thousands.
The Enabler: Provide sharing channels as well as listening channels such as review sites.
5: The ‘Turning into an Advocate’ Experience
kcom.com
And the Bonus 6th Enabler:
kcom.com
Look at the entire customer journey. Create a single view of your customer across all media, transactions and interactions.
kcom.com
Improving customer satisfaction means engaging on multiple channels, to give your customer the choices they expect.
The next step in improving customer satisfaction is to connect the dots of your customer information, so you can build a better experience.
The endgame of improving customer satisfaction is a complete view of your customer, across all media and channels.
Takeaways:
Find out how to keep your customers happy on their choice of channel. Download:
Measuring Customer Satisfaction across Multiple Communication Channels
Download the eGuide now
