CORPORATE SUCCESS ARE THEY LINKED

Transcription

1 CUSTOMER DELIGHT VS. CORPORATE SUCCESS ARE THEY LINKED Service vs Sales who wins? Chris Butterworth UK Retail Sales, egain February 2014

2 HEADLINES o Can an organisation s and a customer s objectives be truly aligned? o Which is more important bottom line profits or happy customers? o Staying ahead of the digital revolution will today s strategies work tomorrow?

3 ACURA Acquisition A Advocacy A C Cross Sell R U Retention Up Sell

4 AGE OF THE CUSTOMER

5 +VE EXPERIENCE = LOYALTY Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine, Vice President & Principal Analyst Forrester October 17, 2013

6 SWITCHING ECONOMY 51% of U.S. consumers switched service providers due to poor experiences = $1,300,000,000,000* * *$1.3 trillion Source: Accenture Global Consumer Pulse Research, 2013 Copyright 2013 Accenture All rights reserved.

7 Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine, Vice President & Principal Analyst Forrester October 17, 2013

8 Source: Forrester Research

9 ENGAGEMENT IS A TOP PRIORITY 9 out of 10 CEOs are saying they are strengthening their customer and client engagement programs Price Waterhouse 2013 CEO Survey

10 CIO SURVEY 2013 Source: Gartner Customer 360 Summit May 1-3, 2013

11 THE CHALLENGE FOR SERVICE PROFESSIONALS Balancing customer service experience in line with customer expectations at a reasonable cost Custom mer Experien nce Customer How effortless is it for me to seek service? Can it deliver consistent experience as I switch channels? Does my Social Graph recommend it? Business Cost of service across channels can vary significantly How do we provide differentiated levels of support? An agent needs to be adept at handlingemerging channels of communications Co ost to Serve e Source: Microsoft 2014

12 MULTICHANNEL CUSTOMERS SPEND MORE 82% More transaction size compared to single- channel customers across industries

13 Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine, Vice President & Principal Analyst Forrester October 17, 2013

14 EASE of USE Make life easier When, where and how they want Faster More convenient On their terms Using their choice of channel and device

15 CB2 SELF SERVICE??67% consumers prefer self-service service over speaking to a company representative ti Source: Forrester

16 Slide 15 CB2 Chris Butterworth, 03/02/2014

17 FORRESTER REPORT TRENDS IN CUSTOMER SERVICE FOR 2014 Knowledge Will Evolve From Purely Reactive To Giving Advice Customer service agents rely on knowledge management solutions to effectively answer customer inquiries. In addition 67% of consumers would prefer to use web self-service knowledge to find answers s to their questions.

18 3 BIGGEST FACTORS THAT IMPACT REVENUES Warehouse Manager, Jimmy Choo 17

19 STRATEGIC IMPERATIVES IN CUSTOMER SERVICE Multi-channel to cross-channel Web to social to phone to mobile Enable contextual transition across traditional and emerging g channels and multi-modal communication on mobile devices Wisdom of the cloud structured to customer created/curated knowledge Harness and share customer created/curated knowledge (crowd source) on social/emerging channels Multi tasking/multi skilled advisors channel specific advisors to channel agnostic advisors Empower advisors to deliver the best possible experience while customers transition from unassisted to live channels Source: egain Customers

20 FORESTER REPORT TRENDS IN CUSTOMER SERVICE FOR 2014 Customers want to use a breadth of communication channels for customer service across all demographics. Voice is still the primary communication channel used, but is quickly followed by self-service channels, chat and

21 LANDS END

22 PROACTIVE LANDS END

23 LANDS' END - BENEFITS REALISED Improved Order Conversion Improved AOV Improved Customer Experience Improved flexibility and turn-around time decided and delivered by ecommerce no IT involvement required Ability to quickly turn offers around in less than one hour Ability to quickly turn offers on/off

24 EGAIN MARKET POSITION 5-Time Leader in Gartner Group Magic Quadrant egain clearly ahead on The Completeness vendor is of one Vision of the and Ability to Execute few providers in the Magic Gartner Magic Quadrant for Web Quadrant that not only has Customer Service Feb 2013 a highly functional solution for web customer service, but also has an equally efficient multichannel solution to support Web commerce and sales-based activities.

25 CUSTOMER DELIGHT VS. CORPORATE SUCCESS ARE THEY LINKED Service vs Sales who wins? February 2014

26 THANK YOU CHRIS BUTTERWORTH M: +44 (0) E: QUESTIONS?

27 i T:+44 T+44(0)