achieving competitive advantage through the customer experience3 24-14
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Achieving Competitive Advantage
Through the Customer Experience
Or… What can the Wizard of Oz teach us about building lasting bonds with customers
3 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
What do These Companies
4 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Have to do With These Companies?
5 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
They Were Both Part of a Study Measuring the
Economic Impact of CX
6 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Survey Question
What do you think was the % difference in stock
performance between the CX Leaders and Laggards?
10%? 26%? 77%? 52%?
7 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Source: Forrester and Watermark
Customer Engagement Leaders Outperform the Market Leaders vs. Laggards vs. S&P 500 (2007-2012)
50%
40%
30%
20%
10%
0%
-10%
-20%
-30%
-40%
Cu
mu
lati
ve
To
tal R
etu
rn
Customer
Experience
Laggards
S&P 500
Index
Customer
Experience
Leaders
Leaders
Outperform
Laggards by
77% -34%
14.5%
+43%
8 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Survey Question
How would you describe the quality of
your customer experience ?
9 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Perception vs. Reality
100%
80%
60%
40%
20%
0%
Perc
en
t o
f C
om
pan
ies
80%
of companies
believe they
provide a
superior
experience
Believers (Non-Achievers)
Achievers
But only
8% of Customers agree
(Source: Bain & Satmetrix)
10 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
How did
this happen?
11 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
The Twister of Technology Changed Everything
12 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
The Days of Competing on Product and Price are Over
Differentiate on price
How low can you go?
Differentiate on product
Today’s innovation is
tomorrow’s knockoff The new
differentiator
Differentiate on
customer experience
13 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Because We Aren’t in Kansas Anymore
How do You Win?
15 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
It Takes a Brain
Using customer
data and insight
16 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
A Heart
Operationalizing
empathy – with
systems and
processes
17 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Courage
To innovate and
challenge the
status quo
18 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Use data: 4 Levels of Maturity
Maximize customer
profitability by
leveraging Big Data
with company data
to customize
products, pricing and
channels for each
customer
Combining data from
across the company
to develop
predictive models
that will feed
relevant,proactive
outreach that builds
value
Reaching out to
customers first based
on behavior or value
triggers, typically
developed in one
department (care,
marketing, retention)
Reacting to
customers based
on their behavior or
explicit feedback
Reactive
Proactive
Predictive
Psychic
19 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Have Empathy:
Understand What They Want and Operationalize It
Listen to VOC and innovate.
Put people and processes in place to make CX
a part of the company DNA – culture – the way
we do things around here.
Think like your customers - have empathy.
Just make it simple.
It costs at least twice as much to deliver a poor
customer experience as a good one. Build the
customer focus in from the beginning.
20 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Find courage: Try new things
Question the status quo.
Break down the product silos.
Empower CX leadership across divisions.
Compensate based on NPS improvement.
Bring the customer to every meeting.
21 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
Bring brains, heart
and courage to
your customer
experience
journey and you
will find your
way to success
Follow the Yellow Brick Road
22 ©2014 TeleTech Holdings, Inc. Confidential and Proprietary
@MarkGrindeland
CMO
TeleTech
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