the effortless experience with matt dixon

Create a Call Center in 5 Minuteswww.talkdesk.com

Matt DixonExecutive Director, CEBAuthor of The Effortless Experience: Conquering the New Battleground of Customer Loyalty

How your brand can start making life easier for your customers.

The Effortless Experience

Talkdesk Customer Experience Webinar Series

The Effortless ExperienceConquering the New Battleground

for Customer Loyalty

Matt DixonExecutive Director, CEB

#customereffort

HAVE YOU SEEN THIS GIRAFFE?

#customereffort

THE MOMENT OF “WOW”

#customereffort

THREE QUESTIONS THAT GUIDED OUR RESEARCH

#customereffort

What impact DO customer service interactions have on a customer’s future loyalty?

#customereffort

What are the things customer

service can do to DRIVE loyalty?

#customereffort

What are the things customer

service can do to DRIVE loyalty?

How can service improve loyalty

while still REDUCING

operating costs?

#customereffort

WHAT IS LOYALTY?

■ Repurchase

■ Word of Mouth

■ Share of Wallet

#customereffort

WHAT IS LOYALTY?

■ Repurchase

■ Share of Wallet

■ Word of Mouth

The TRUEST TEST of loyalty is

when something goes WRONG.

#customereffort

OUR STUDY IN BRIEF

#customereffort

OUR STUDY IN BRIEF

■ 125,000+ customers

#customereffort

OUR STUDY IN BRIEF

■ 5,000+ customer service reps

#customereffort

OUR STUDY IN BRIEF

■ 100+ companies

#customereffort

OUR STUDY IN BRIEF

■ 100+ companies

3 major findings

#customereffort

FINDING 1: DELIGHT DOESN’T PAY

#customereffort

Less Loyal

More Loyal

Below Customer

Expectations

Meets Customer

Expectations

Exceeds Customer

Expectations

The Perception

#customereffort

Less Loyal

More Loyal

Below Customer

Expectations

Meets Customer

Expectations

Exceeds Customer

Expectations

The Perception

The Reality

#customereffort

Less Loyal

More Loyal

Below Customer

Expectations

Meets Customer

Expectations

Exceeds Customer

Expectations

The Perception

The Reality

• “Delight” only happens 16% of the time• “Delight” increases operating costs 10-20%

#customereffort

FINDING 2: SERVICE DRIVES DISLOYALTY

#customereffort

FINDING 2: SERVICE DRIVES DISLOYALTYCustomer Service Impact on Loyalty

More Loyal

More Disloyal

Source: CEB analysis.

#customereffort

More Loyal

More Disloyal

Drivers of Disloyalty

■Repeat contacts

■Channel switching

■Transfers

■Repeating information

■Robotic service

■Policies and processes customers have to endure

■“Hassle factor”

FINDING 2: SERVICE DRIVES DISLOYALTY

Customer Service Impact on Loyalty

#customereffort

More Loyal

More Disloyal

Drivers of Disloyalty

■Repeat contacts

■Channel switching

■Transfers

■Repeating information

■Robotic service

■Policies and processes customers have to endure

■“Hassle factor”

Customer Effort

FINDING 3: MITIGATE DISLOYALTY BY REDUCING EFFORT

Customer Service Impact on Loyalty

#customereffort

THE BUSINESS CASE FOR THE EFFORTLESS EXPERIENCE

#customereffort

Low Effort High Effort

Repurchase

#customereffort

Repurchase

Increased Spend/Share of Wallet

#customereffort

81%Low Effort High Effort

Repurchase

Negative WOM

#customereffort

81%Low Effort High Effort

Repurchase

Low-Effort Experience

High-Effort Experience

Overall Disloyalty

Negative WOM

#customereffort

THE FOUR PILLARS OF LOW-EFFORT SERVICE

#customereffort

Frontline ControlExperience Engineering

Next Issue AvoidanceChannel Stickiness

#customereffort

THE CUSTOMER EFFORT SCORE 2.0

…and a way for service functions to positively impact Net Promoter Score®

A great way for service functions to detect potential disloyalty…

Strongly Disagree

Disagree Somewhat Disagree

Neither Agree Nor Disagree

Somewhat Agree

Agree Strongly Agree

The company made it easy for me to handle my issue

Overall Disloyalty Percent of Detractors

High EffortLow EffortHigh EffortLow EffortSource: CEB analysis.

@CEB_Effortless

To get a copy of this presentation, email us at

Effortless@executiveboard.com

To learn more about reducing customer effort, visit us at

ceburl.com/CEN

@CEB_Effortless @matthewxdixon

www.youtube.com/CEB

The Effortless Experience from CEB

www.talkdesk.comCreate a Call Center in 5 Minutes

Improve Customer Satisfaction with Phone Support

Blaire Fernandez

Director of Customer Success

Customers are mobile and use real-time, personalized services and demand real-time and personalized support and

customer service when issues arise.

Customer service expectations have changed

Real-time, personalized conversations with customers: no hardware, coding or downloads

Talkdesk: Browser-based call center

Integrate with top business

Easy to deploy, manage

and maintain

Empowers agents with

intuitive technology

Automated workflows

drive productivit

Talkdesk helps growing companies provide superior customer service

Our customers

Create a Call Center in 5 Minuteswww.talkdesk.com

Matt DixonGroup Leader, CEBAuthor of The Effortless Experience: Conquering the New Battleground of Customer Loyalty

How your brand can start making life easier for your customers.

The Effortless Experience

Talkdesk Customer Experience Webinar Series

the effortless experience with matt dixon

Business

effortless wall building

effortless back

effortless paleo weight loss

tvtonight.com.au€¦ · web viewmel checks out bluesfest...

finance lead generation - nick chapman/leadpoint, alain...

the effortless experience...© 2016 challenger, inc. all...

operationalizing the effortless experience

dvd1.original effortless english

effortless beauty - uploads-ssl.webflow.com

commercial land development...commercial land development...

matt dixon sarah piampiano

effortless power

effortless cooking recipes

effortless action review

effortless action

motivating student learning through building meaningful...

effortless elegance

shaping the effortless laundry

effortless experience

effortless mastery -...