Building Emotional Currency with Your Customer
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Transcript of Building Emotional Currency with Your Customer
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Welcome to Call to Loyalty!Kelly Conway, CEO
Jason Wesbecher, CMO
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#call2loyalty
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450,000ACL MUSIC FESTIVAL
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1BEST BBQ IN AMERICA
- BON APPETIT
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110 People move to Austin each day
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#call2loyaltyChallenging CX Conventional Wisdom
MYTH #1The call center is a cost center…
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#call2loyaltyChallenging CX Conventional Wisdom
MYTH #2Surveys are the only way to assess CX…
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#call2loyaltyChallenging CX Conventional Wisdom
MYTH #3Management by stopwatch is the best KPI…
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#call2loyalty
Effort Emotion
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#call2loyalty
2xHow the
customer feels about the interaction matters 2x as much as what occurs in
the interaction
92%Customers who want to
talk with brands who understand their
emotional needs as humans
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#call2loyalty
Pairing people based on personality connections drives transformational benefits and creates immediate and compelling returns
Mattersight is the pioneer and leading provider of enterprise personality-based software applications to boost customer experience
We believe personality connections have profound impact on customer service, employee engagement, and sales enablement
What We Do
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#call2loyalty
“The PCM model is extremely valuable for predicting human behavior.” Dr. Terry McGuire, Lead Psychiatrist for Human Space Flight, NASA
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#call2loyaltyChemistry is Critical
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1,000,000,000 conversations15,000,000 data attributes/day
70,000 users
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#call2loyaltyImpact of Personality Connections
25%Difference in talk time
between best and worst personality connections
45%Difference in sales rate between best and worst personality connections
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#call2loyaltyDrivers of Customer Loyalty
2x 5x 15x
No transfers
Positivecomments
Productiveconversations
Caller distressHolds
Negativesentiment
3x
2x
5x
5x
8x
15x
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#call2loyalty
“This drives innovative, significant improvement within my teams. . . actions that yield measurable, customer-visible results that we just couldn’t achieve via other means.”
Dan RourkeDirector of Support, HomeAway