WOW CUSTOMEREXPERIENCES

Planned proactive contact

Affordable Luxury In Service

Remarkable Service, Really?

Relentless price and cost pressures Experiences underpin loyalty Every interaction matters in a conversation

“80% of companies felt that they provided an exceptional experience only 8% of customers shared that view”

Source: Bain

Experience of ServiceIs Reality of the Brand

It’s so easy to not create the experience

Mobile interaction moments and volume

From simple to iterated and personalised

30% additional uplift in contact performance though the power of iteration”

Source: VoiceSage

Facets of a Messaging Experience

Purchasing On/Off

Organising Delivery

Performing Delivery

Post Delivery Payment

Browse

Catalogue

Called Friend

Online

Checkout

Basket

Agree Time

Special Occasion

Confirm Time

Confirm Address

Special Instructions

NPS Survey

Detractor/

Promoter

Connect To Agent

Track Influence

Link NPS – Agent/ Delivery

Reminder

Early

Middle

Late

Near Location Message

Delivery Yes/ No

Broken PromiseStock out

Weather

The Delivery Cycle Contexts

Improving Communication Flows

Move Process: before, during and after an event

Move People: behavioural nudge strategies

Move Data: the data flow journey and multi modal

Opportunities toCreate Experiences Easy to do business with

(process, activity, 1-click)

Personalise interactions (last channel, last person, best time)

Expand customer #JTBD contexts(paying bills, out of stock)

“22% of repeat calls involve downstream issues related to the problem that prompted the original call”

Source: Stop trying to delight your customers, HBR, July 2010

Customer Service MessagingIs The Reality of the Brand Brand Voice

Which person, voices, genders, local accents?

Text Vary word and option choices by customer type

Choices Close the loop or tie to next best action, timely

Managing Difficult Conversations With Customer Experiences Outcomes

Payments and collections Claims cycle Net promoter score

Visual Mobile Messaging

Thank you