Looking back at customer service in 2014

Looking back at customer service in 2014

• 1.
  CUSTOMER SERVICE Whathas happened so fare in 2014
• 2.
  A customer is4 times more likely to buy form a competitor after experiencing a service related issue, as opposed to a price or product related issue X 4X Price or product related problems Service related problems Competitors
• 3.
  It takes 12positive experiences to make up ) for one negative experience ) ) ) ) ) ) ) ) ) ) ) ) = POSITIVE EXPERIENCE NEGATIVE EXPERIENCE
• 4.
  It costs 7times more to attract a new customer than to retain an existing customer NEW CUSTOMER EXISTING CUSTOMERS $ 7X X X X X X X X X is the cost to retain one customer
• 5.
  REASONS FOR IMPROVING CUSTOMER SERVICE Customer demand better service 87% Customer loyalty 28% Competitive pressure 71% CUSTOMERS EXPECT MORE FROM YOUR COMPANY. BAIN & COMPANY FOUND THAT 80% OF COMPANIES BELIEVE THEIR FIRM OFFERS A SUPERIOR SERVICE. HOWEVER, ONLY 8% OF CUSTOMERS HELD THE SAME VIEW!
• 6.
  ENHANCED SERVICE METRICS TRADITIONAL CUSTOMER SERVICE METRICS QUALITY CUSTOMER SERVICE METRICS Waiting time + Satisfaction ratings First time resolutions Average handling time Cost to serve customer Save / sales rates Net Promoter Score Customer Effort Score Employee empathy Likes, retweets etc. Cross sell / up sell rates Customer journey consistency LEADING ORGANIZATIONS ARE NOT ONLY MEASURING THE TIME AND COST IT TAKES TO SERVE A CUSTOMER, BUT ALSO THEIR CUSTOMER’S ENGAGEMENT WITH THEIR BRAND
• 7.
  THE FRONTLINE Thosewho handle incoming communication play a powerful role in providing superior customer service. Engaged, knowledgeable employees deliver a better customer service and close 33 % more deals Customers will return to a company with excellent service and 56 % would recommend it to family and friends Customer Service top priorities 2014 3 % 56 % Creating a consistent customer experience 5 % Data analytics 8 13 % Metrics and performance % Workforce management and culture Cost reduction
• 8.
  WHAT THE CUSTOMERSWANT 24 x 365 support Informed Customer Service reps. Calls answered quickly Issue solved first time Option for call back If on hold .. Provide an estimated waiting time AND Consistent and personalized omni-channel experience Thank you .. 100 bonus points are added to your account Omni-channel software enables reps to communicate and help across all channels and devices Contact Centers 71% IRRITATED Still need the human touch 71% of customers were irritated when they couldn’t reach a human voice when calling. 67% of those hung up. 67% HUNG UP Press #1 .., press #2 .., press #3 .. IVR
• 9.
  THE CUSTOMERS DON’TLIKE 55% of customers are willing to pay more for a better experience, but they .. get frustrated when a rep does not have immediate access to their info do not like to be transferred more than once on a call think they are put on hold for too long think it takes too long to reach live reps 84% 94% 69% 72%
• 10.
  WHEN THINGS GOWRONG CUSTOMER SERVICE EXPERIENCE + 10% BAD GOOD WILL LEAVE YOU + 14% GOOD BAD WILL LEAVE YOU + 23% BAD BAD WILL LEAVE YOU + VERY 31% BAD VERY BAD WILL LEAVE YOU 78% OF BUSINESS COULD BE LOST DUE TO POOR CUSTOMER EXPERIENCE
• 11.
  POORLY HANDLED CUSTOMER COMPLAINTS the quickest way to destroy an otherwise perfect service reputation 70% 95% Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time. Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner.
• 12.
  DISSATISFIED CUSTOMERS Watchthe customers – they won’t always contact you. ( 4% complaints ( 96% don’t complaint A dissatisfied customer will tell 19 other people 19
• 13.
  DIGITAL CHANNELS AREBEGINNING TO BE JUST AS IMPORTAINT AS FACE-TO-FACE 62 57 53 39 27 Store Personal meeting Web Phone Social media While digital channels increases, creating an omni-channel experience becomes a necessity to deliver a superior customer service. Customers want the opportunity to start an interaction in one channel and complete it in another, with consistent and personalized information provided
• 14.
  THE SOCIAL AREA Companies realized the importance of social media in the area of customer service 27% 95% Companies using social media for responding to customer 2014 service inquiries 2020 THESE COMPANIES DO MORE THAN MARKETING; THEY ARE ACTIVELY LISTENING, ENGAGING AND RESPONDING TO CUSTOMER QUESTIONS of Fortune 500’s 100 largest companies engage with their customers on Facebook 56 % THESE COMPANIES DO MORE THAN MARKETING; THEY ARE ACTIVELY LISTENING, ENGAGING AND RESPONDING TO CUSTOMER QUESTIONS REFUSING TO COMMUNICATE WITH CUSTOMERS VIA SOCIAL MEDIA IN 2014 IS AS HARMFUL AS IGNORING EMAILS OR PHONE CALLS Social media grew 40 % by more than
• 15.
  FAILURE TO RESPONDVIA SOCIAL MEDIA 15% ì INCREASE Failure to respond via social media causes a 15% increase to the churn rate for existing customers, compared to other channels Negative post or tweets can explode if not answered within 2 hours in day and evening time!
• 16.
  SKILLS FOR EXCELLENT Customer Service Develop these skills to excel in any customer service, regardless of industry or type of customers 1 Be a great listener Listen intensely, ask questions and summarize the answers of your customers. This shows that you care and want to offer the right solution 2 Great communication skills Learn how to effectively communicate with your customers. Know when to listen, when to speak and how to speak 3 Keep your promises Develop the ability to manage expectations. Stay up-to-date with company policies to ensure that any promise you make for a customer can be delivered 4 Become an expert Learn everything about each product and services that you are selling. Spend time on studying the product as well as the various solutions you are offering for various circumstances 5 Friendly and compassionate Your friendly and caring attitude will surely help in creating the right atmosphere for coming to the best solutions
• 17.
  THE KEY ELEMENTSIN 2014 LISTENING TO THE CUSTOMERS OMNI-CHANNEL SUPPORT PERSONALIZED CUSTOMER EXPERIENCE INCREASED VISIBILITY WITH SOCIAL MEDIA
• 18.
  Thank you Contactinformation: [email protected]
• 19.
  Thanks to thefollowing great companies for providing statistics Kevin Gao – Comm100 IDC Consumerreport Gartner Call Center Week Survey Customerthink SAS Mycustomer Bajacallcenters Bluewolf AstutesoluDons Helpscout Robinhg Customerserviceheroes