Create a Call Center in 5 Minuteswww.talkdesk.com

Kerry BodineCustomer Experience consultantAuthor of Outside In: The Power of Putting Customers at the Center of Your Business

Increase loyalty by designing a more customer-centric experience.

How to Design a Great Customer Experience

Talkdesk Customer Experience Webinar Series

HAPPY CUSTOMERS LEAD TO HAPPY SHAREHOLDERS.LET’S MAKE HAPPY HAPPEN.

HOW TO DESIGN A GREAT CUSTOMER EXPERIENCENovember 10, 2015@kerrybodine

CUSTOMER EXPERIENCE

@kerrybodine

CUSTOMER EXPERIENCE

@kerrybodine

Customers’

CUSTOMER EXPERIENCE

@kerrybodine

Customers’thoughts, emotions, and perceptions

CUSTOMER EXPERIENCE

@kerrybodine

Customers’thoughts, emotions, and perceptions about their interactions

with a company.

CUSTOMER EXPERIENCE

@kerrybodine

Customers’thoughts, emotions, and perceptions about their interactions

with a company.

“We identified three key themes that will help you shape your organization’s future:

The Customer-activated Enterprise

“We identified three key themes that will help you shape your organization’s future:

• Open up to customer influence

The Customer-activated Enterprise

“We identified three key themes that will help you shape your organization’s future:

• Open up to customer influence• Pioneer digital-physical innovation

The Customer-activated Enterprise

“We identified three key themes that will help you shape your organization’s future:

• Open up to customer influence• Pioneer digital-physical innovation • Craft engaging customer experiences”

The Customer-activated Enterprise

89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016.

.

“We identified three key themes that will help you shape your organization’s future:

• Open up to customer influence• Pioneer digital-physical innovation • Craft engaging customer experiences”

The Customer-activated Enterprise

89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016.

65% of companies surveyed have the equivalent of a chief customer officer..

“We identified three key themes that will help you shape your organization’s future:

• Open up to customer influence• Pioneer digital-physical innovation • Craft engaging customer experiences”

The Customer-activated Enterprise

WHY DO EXECS CARE SO MUCH ABOUT CX?

FROM EXPERIENCE TO BUSINESS OUTCOMES

• Increased revenue

• Share of wallet• Market share• Customer

lifetime value• Decreased cost

to serve

CUSTOMEREXPERIENCE • Spend more

• Stay longer• Tell others• Initiate fewer

support requests

• Use low-cost purchase and service channels

• Useful• Easy• Enjoyabl

e

@kerrybodine

CUSTOMERBEHAVIOR

BUSINESSOUTCOMES

HOW CAN YOU HELP YOUR ORG LIVE UP TO ITS CX POTENTIAL?

We wanted to let you know that your return is back safe and sound in our warehouse. That trip over the river and through the woods to grandmother’s house went smoothly.

We wanted to let you know that your return is back safe and sound in our warehouse. That trip over the river and through the woods to grandmother’s house went smoothly.

“Our belief is that the telephone is one of the best branding devices out there.”

Tony HsiehCEO, Zappos.com

Human-Centered Design

@kerrybodine

Methodology

Source: Stanford d.School

“the ability to understand and share the feelings of another”

Source: Intuit@kerrybodine

Source: Intuit@kerrybodine

Source: Intuit@kerrybodine

Source: Stanford d.School

Source: Stanford d.School

Fall in love with the problem, not the solution.

@kerrybodine

Source: Stanford d.School

Source: jbenzinger.blogspot.com

Source: www.edengene.co.uk/

Source: Stanford d.School

Source: Stanford d.School

@kerrybodine Source: Optus & 24/7 Customer

Source: Stanford d.School

Source: Stanford d.School

Source: Stanford d.School

Methodology

MindsetMethodology

@kerrybodine Source: Doberman

@kerrybodine Source: Doberman

@kerrybodine

@kerrybodine

“It is important to learn who the customer is and what they are saying and thinking, but it is also important that everybody in the business, even those who do not necessarily think of themselves as being connected to the customer, feel like they have a part to play.

David Metcalf, head of customer experience and customer strategy

@kerrybodine

“It is important to learn who the customer is and what they are saying and thinking, but it is also important that everybody in the business, even those who do not necessarily think of themselves as being connected to the customer, feel like they have a part to play.

Mapping the customer journey can help you do that.” David Metcalf, head of

customer experience and customer strategy

@kerrybodine Source: Doberman

HOW CAN YOU GET STARTED?

THANK YOU!

@kerrybodinekerry@kerrybodine.com

HAPPY CUSTOMERS LEAD TO HAPPY SHAREHOLDERS.LET’S MAKE HAPPY HAPPEN.

www.talkdesk.comCreate a Call Center in 5 Minutes

Improve Customer Satisfaction with Phone Support

Blaire FernandezDirector of Customer Success

www.talkdesk.comCreate a Call Center in 5 Minutes

Customers are mobile and use real-time, personalized services and demand real-time and personalized support and

customer service when issues arise.

Customer service expectations have changed

www.talkdesk.comCreate a Call Center in 5 Minutes

Real-time, personalized conversations with customers: no hardware, coding or downloads

Talkdesk: Browser-based call center

Integrate with top business

tools

Easy to deploy, manage

and maintain

Empowers agents with

intuitive technology

Automated workflows

drive productivit

y

www.talkdesk.comCreate a Call Center in 5 Minutes

Talkdesk helps growing companies provide superior customer service

Our customers

Create a Call Center in 5 Minuteswww.talkdesk.com

Increase loyalty by designing a more customer-centric experience.

How to Design a Great Customer Experience

Talkdesk Customer Experience Webinar Series

Q&AKerry BodineCustomer Experience consultantAuthor of Outside In: The Power of Putting Customers at the Center of Your Business