in Customer Service?How about putting some money

*Inspired by Jeanne Bliss’ speach on 2015 CXWeek

CUSTOMER IS ONE WITH THE PARTICULAR NEEDS

BUT HAVING A NUMBER OF OPTIONS

ONE SHOULD NAME WoM & CX 3

AMONG THE KEY DIFFERENTIATORS

BOTH THESE ARE HEAVILY ENTWINED

WITH DAY-TO-DAY CUSTOMER SERVICE 4

CUSTOMERS SPEAK THEIR NEEDS LOUD & CLEARLY

BUT COMPANIES ASSUME THEY’RE KNOWING BETTER 5

FINDING OUT ON CUSTOMER NEEDS

IS MORE THAN JUST LISTENING TO 6

You may guess, but it is better to know …

Get into Customer’s shoes to understandPurpose and Motivation

Go & create the right solution

You are an Expert , don’t You ?

WELL DESIGNED, SIMPLE (SELF) CARE

GIVES THE CUSTOMER CONTROL & SATISFACTION 7

Keep It Simple, Stupid …

THE RIGHT CUSTOMER SERVICE MODEL

BRINGS A LOT OF BENEFITS & GAINS 8

Loyalty

Advocacy

Willingness to buy

Willingness to share info on product & services

Lower acquisition cost

Lower retention cost

Lower cost-to-serve/cost-to-bill

Less complaints to handle

HIGHER THE SATISFACTION

HIGHER THE VALUE OF YOUR BUSINESS 9

Learn to value Your Customers !!!

Make Them using Your product &

service just because this is

what They really need & desire.

The Ultimate Goal for designing and providing

the right customer experience is to create

DESIRE

to get this experience again…

VALUATION OF YOUR BUSINESS

COMES FROM THE VALUE OF YOUR CUSTOMERS 11

If You determine the value of the Customer, and discover where is it comming from,

You’ll be able to control & managethe value of Your business !!!

12*A study by RJMetrics, an analytics platform for ecommerce, SaaS, and mobile businesses, looked at the data of 176 ecommerce retailers and 18m customers to uncover insights on how ecommerce customers behave

The top 1% of customers were found to be eighteen times more valuable than the average customer*

Defining, pointing out and mapping these customers, and remarketing to them to get them back in the door

has the potential to yield "phenomenal ROI"

DO YOU KNOW …

HANDS ON EXPERIENCE IN CUSTOMER SERVICES & CEM

Comprehensive experience in building & managing sales and customer services organization(incl.: FMCG, telco, media, utility, HoReCa, B2B)

Active participation & involvement (managing/ consulting/ advising / development)in numerous projects on both strategic and operational level

Accustomed with best practices and „up-to-date” models and solutions(incl. Business and proces models, technological and organizational solutions)

Extensive use of real data for modeling, monitoring and analyticsincl. operational excellence and cost optimization

Strong pro-consumer attitude: market research, customer satisfaction surveys, NPS, self-service

Practical understanding of market, strategy, operations, business processes, IT Systems,

… with attention paid to Customers AS WELL AS Customer Service Staff

DESIGNING, IMPLEMENTING AND DEVELOPING THE CUSTOMER SERVICE MODELfor Polish utility group

• 2,5 mio mass customers – contracts, contacts, complaints, billing & invoicing

• wide range & scope of organization issues: strategy, resources, processes, systems, org-charts• managing cost-to-serve/cost-to-bill (annual cost reduced from ca 50 to 33 mio EUR)

• focus on improving Customer Satisfaction and Net Promoter Score

Piotr MERKELpiotr.merkel@iqmart.pl

+48 504 742 944

the decission is Yours …while we are here to assist You in implementing !!!

http://www.linkedin.com/in/piotrmerkel

How about putting some money in Customer Service?