Convincing The Board That Connected Omni-Channel Is Critical
1
CONVINCING THE BOARD THAT CONNECTED OMNI-CHANNEL IS CRITICAL HARD FACTS TO GET THE ATTENTION OF THE BOARD CUSTOMER EXPERIENCE: A DIFFERENTIATOR NOT A COST DELIVERING THE EXPERIENCE THAT CUSTOMERS VALUE THE VALUE OF A CONNECTED OMNI-CHANNEL EXPERIENCE WHAT DO THE SMART COMPANIES THINK? HOW ARE THESE COMPANIES BENEFITING? IF YOU NEED ANY FURTHER PROOF… In a survey conducted by Cisco, 93% of UK Contact Centre Managers ranked Customer Experience as their number one priority. The challenge is convincing the Board that delivering Total Customer Experience should be an investment priority. Brands in the UK are currently losing £15 billion annually due to poor customer service. Source: Harris Research In 2013, 62% of global consumers switched service providers due to poor customer service experiences. Source: Accenture Global Consumer Pulse Survey Reducing customer defection rates by 5% can increase profitability by 25% to 125%. Source: Leading on the Edge of Chaos, Murphy & Murphy 62% of organisations view Customer Experience as a competitive differentiator. Source: Leading on the Edge of Chaos, Murphy & Murphy 86% of buyers will pay more for a better Customer Experience, but only 1% of customers feel that organisations consistently meet their expectations. Source: Forbes If a customer experiences a service problem, they are 4 times more likely to buy from a competitor than with a price or product related problem. Source: Bain & Co A 2% increase in customer retention has the same effect as a 10% decrease in costs. Source: Leading on the Edge of Chaos, Murphy & Murphy A 10% increase in customer retention results in a 30% increase in the value of the company. Source: Bain & Co It takes 12 positive experiences to make up for one negative experience. Source: Parature 62% 86% 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone enquires. Source: CRM Magazine A major Financial Services Company using a Cisco Contact Centre has seen their Net Promoter Score increase every time they added a new channel to the Customer Experience they deliver. They have shown clearly that customers value a personalised service that offers them ‘channel choice’. Companies delivering customer support through social media achieve superior gains in customer retention (7.5% vs 2.9%). Source: Aberdeen Group 45% 82% of consumers say the number one factor that leads to a great customer service experience is having their issue resolved quickly. Source: LivePerson By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. Source: Gartner 75% of consumers think companies should make available via smartphone the answers to all frequently answered questions. Source: Synthetix 68% of all Millennials demand an integrated, seamless experience, regardless of the channel. Source: Accenture 83% of consumers require some degree of customer support while making an online purchase. Source: eConsultancy 52% will abandon online purchases if they can’t find an answer quickly. Source: Forrester Customer Experience Online Survey, 2013 63% of online consumers said they were more likely to return to a website that offers live chat. Source: Forrester Customer Experience Online Survey, 2013 Consumers prefer assistance over the following channels: Phone (61%) Email (60%) Live Chat (57%) Online Knowledge (51%) Click To Call (34%) Source: eConsultancy 82% 70% of buying experiences are based on how the customer feels they are being treated. Source: McKinsey 70% 71% 71% of customers state that valuing their time is the most important thing a company can do to provide good service. Source: Forrester Customer Experience Online Survey, 2013 By 2020, Customer Experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report Telephone 70 92% of organisations that view Customer Experience as a differentiator, offer multiple contact channels. Source: Deloitte Contact Centre Survey 62% of companies think mobile customer service is a competitive differentiator. Source: ICMI Mobile Customer Service Strategy Report Click to Chat / Web Browser 76 iPad Video Chat 93 www.cisco.co.uk/contactcentresolutions
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Transcript of Convincing The Board That Connected Omni-Channel Is Critical
CONVINCING THE BOARD THAT CONNECTED OMNI-CHANNEL IS CRITICAL
HARD FACTS TO GET THE ATTENTION OF THE BOARD
CUSTOMER EXPERIENCE: A DIFFERENTIATOR NOT A COST
DELIVERING THE EXPERIENCE THAT CUSTOMERS VALUE
THE VALUE OF A CONNECTED OMNI-CHANNEL EXPERIENCE
WHAT DO THE SMART COMPANIES THINK?
HOW ARE THESE COMPANIES BENEFITING?
IF YOU NEED ANY FURTHER PROOF…
In a survey conducted by Cisco, 93% of UK Contact Centre Managers ranked Customer
Experience as their number one priority. The challenge is convincing the Board that
delivering Total Customer Experience should be an investment priority.
Brands in the UK are currently losing £15 billion annually due to poor
customer service. Source: Harris Research
In 2013, 62% of global consumers switched service providers due to
poor customer service experiences.
Source: Accenture Global Consumer Pulse Survey
Reducing customer defection rates by 5% can increase profitability
by 25% to 125%.
Source: Leading on the Edge of Chaos, Murphy & Murphy
62% of organisations view Customer Experience
as a competitive differentiator.
Source: Leading on the Edge of Chaos, Murphy & Murphy
86% of buyers will pay more for a better
Customer Experience, but only 1% of customers
feel that organisations consistently meet
their expectations. Source: Forbes
If a customer experiences a
service problem, they are 4
times more likely to buy from a
competitor than with a price or
product related problem.
Source: Bain & Co
A 2% increase in customer retention has the same effect as a 10%
decrease in costs.
Source: Leading on the Edge of Chaos, Murphy & Murphy
A 10% increase in customer retention results in a 30% increase in
the value of the company. Source: Bain & Co
It takes 12 positive
experiences to make up for
one negative experience.
Source: Parature
62% 86%
45% of companies offering web or mobile
self-service reported an increase in site traffic and
reduced phone enquires. Source: CRM Magazine
A major Financial Services Company using a Cisco Contact Centre has seen their Net Promoter
Score increase every time they added a new channel to the Customer Experience they deliver.
They have shown clearly that customers value a personalised service that offers them ‘channel choice’.
Companies delivering customer support through
social media achieve superior gains in customer
retention (7.5% vs 2.9%). Source: Aberdeen Group
45%
82% of consumers say the number
one factor that leads to a great
customer service experience is
having their issue resolved quickly.
Source: LivePerson
By 2020, the customer will manage 85% of the relationship with an
enterprise without interacting with a human.
Source: Gartner
75% of consumers think companies should make available via
smartphone the answers to all frequently answered questions.
Source: Synthetix
68% of all Millennials demand an
integrated, seamless experience,
regardless of the channel.
Source: Accenture
83% of consumers require some
degree of customer support while
making an online purchase.
Source: eConsultancy
52% will abandon online
purchases if they can’t find an
answer quickly.
Source: Forrester Customer Experience
Online Survey, 2013
63% of online consumers said
they were more likely to return to
a website that offers live chat.
Source: Forrester Customer Experience
Online Survey, 2013
Consumers prefer assistance over the following channels:
Phone (61%)
Email (60%)
Live Chat (57%)
Online Knowledge
(51%)
Click To Call (34%)
Source: eConsultancy
82%
70% of buying experiences are
based on how the customer
feels they are being treated.
Source: McKinsey
70% 71%
71% of customers state that
valuing their time is the most
important thing a company can do
to provide good service.
Source: Forrester Customer Experience
Online Survey, 2013
By 2020, Customer Experience
will overtake price and product
as the key brand differentiator.
Source: Customers 2020 Report
Telephone
70
92% of organisations that
view Customer Experience as
a differentiator, offer multiple
contact channels.
Source: Deloitte Contact Centre
Survey62% of companies think mobile
customer service is a competitive
differentiator.
Source: ICMI Mobile Customer Service
Strategy Report
Click to Chat / Web Browser
76iPad Video
Chat
93
www.cisco.co.uk/contactcentresolutions
