Post on 28-Oct-2014
description
Eli Matara, Sales Director
AAttentivettentive CCustomerustomer EExperiencexperience
-Solution Overview--Solution Overview-
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What is customer experience? What is customer experience?
Customer experience is the Customer experience is the sum of all experiences a sum of all experiences a
customer has with a customer has with a supplier of goods or supplier of goods or
services, over the duration services, over the duration of their relationshipof their relationship
Wikipedia, the free encyclopedia
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Attentivity Begins Here
In-house solution forIn-house solution foron-going proactive on-going proactive
event driven feedbackevent driven feedback
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““only customers judge quality, only customers judge quality, all other judgments are all other judgments are essentially irrelevant”essentially irrelevant”
Zeithaml, Parasuraman, Berry. (1999). Zeithaml, Parasuraman, Berry. (1999).
Delivering quality serviceDelivering quality service. NY: The Free Press.. NY: The Free Press.
ImprovementImprovement
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MeasurementMeasurement
vsvs..
The Four P’s ModelThe Four P’s Model
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• level of confidence • level of professionalism• level of courtesy• level of efficiency • level of reliability
• Variety of products • Product ability to stand out from
the competition• Product that answers customer needs
• Company policy• Flexible enough to customer needs • Uniformity among all service aspects
• Level of bureaucracy• Empower the agent• Service level agreement• Preventing errors
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Attentive™ Customer ExperienceAttentive™ Customer Experience
Post Feedback processes
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Customer TouchpointCustomer Touchpoint
Post Feedback processes
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Customer Touchpoint
Customer Touchpoint
Processing daily touchpointsProcessing daily touchpoints
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Business oriented samplerBusiness oriented sampler
When to get the feedback?When to get the feedback?Event +24h, +1week, +1month, +quarterEvent +24h, +1week, +1month, +quarter
Whom to sample?Whom to sample?• Avoid Avoid harassmentharassment• Representation of:Representation of:Customer profilesCustomer profilesProcessesProcessesCSRsCSRsStoresStoresBranchesBranchesProductsProductsEvent types … Event types …
How many? How many? Quotas by event category, by customer group, by Quotas by event category, by customer group, by department, regions, business segments…department, regions, business segments…
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Feedback CollectionFeedback Collection
How to Interview?How to Interview?Phone (CATI), Email, URL, Web, PDAs, Phone (CATI), Email, URL, Web, PDAs, Kiosk, SMS, IVR.Kiosk, SMS, IVR.
What to ask?What to ask?Feedback questionnaire based on: Feedback questionnaire based on: • Customer profileCustomer profile• Case details Case details and other attributes.and other attributes.
How?How?• Conditional QuestionsConditional Questions• Open ended questions Open ended questions • Multi lingual – Multi culture Multi lingual – Multi culture
Post Feedback workflowPost Feedback workflow
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Post Feedback processesPost Feedback processes
Post Feedback processes
Full Engagement from a wide variety of managers
Aggregated conclusions based on managers’ resolutions
Different workflows for different processes
Real time alerts with action items for Improvement
Front line managers become the speakers of the customers within the Org
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Slide
KPI Dashboard DisplayKPI Dashboard Display
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GIS InterfaceGIS Interface
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GIS InterfaceGIS Interface
Distribution of water complaintsDistribution of water complaints
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Customer Experience In practice
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Service quality, satisfactionService quality, satisfaction & loyalty& loyalty
35
40
45
50
55
60
65
70
75
80
85
12/99 3/00 12/00 3/01 7/01 11/01 3/02 8/02 12/02 5/03 11/03 12/04 9/05 7/06
General satisfaction with Orange
If had any choice wouldChoose Orange again
Improve service enablers:Waiting timeCourtesy
Improve service attributes: Reliability Responsiveness Helpfulness
General satisfaction with Customer service
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Customer ComplaintsCustomer Complaints
2000 2001 2002 2003 2004 2005
4%
3%
2%
1%
2006 2007 2008
Orange listens to Its Customers Orange listens to Its Customers
Timely automated surveying linked to customer events increases response rates, as well as the relevance of the feedback gathered. The company has reported a 20% increase in quality of service scores, resulting from better targeted training.
Reducing the time between customer issue detection and subsequent action is key to overcoming the accelerated customer churn life cycle
Aligning operational and voice-of-the-customer data significantly enhance the scope and relevance of the actions undertaken by Orange.
Research Publication Date: 22 July 2008 ID Number: G00158807
GartnerGartner
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First call ResolutionFirst call Resolution
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Customer LoyaltyCustomer Loyalty
Customer Retention Customer Retention
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Summary SlideSummary Slide
Daily operational tool for front line mangers that improve customer’ engagement by utilizing customer voice at the right time and place.
Built-in workflows for coaching, recovery and change requests, which are based on aggregated front line managers’ conclusions and recommendations.
Unique business oriented sampler enables selection of the highest feedback potential value's interactions.
4Ps methodology of transforming information into ongoing front line change, inspires organizations to create customer centric cultures.
““...It is not the ...It is not the strongeststrongest that that survive nor the most survive nor the most intelligentintelligent but the most but the most responsiveresponsive to to change...”change...”
Charles Darwin (1853)
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Thank You Thank You for your timefor your time
Eli Matara