dr nicola millard the autonomous customer
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BT Contact. Relationships that grow
The Autonomous Customer 2013: 5 Trends for the Future.
Dr Nicola J. MillardCustomer Experience FuturologistBT Global [email protected]@DocNicola
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Trend 1: Easy is the New Loyalty.
5%Felt they had got good value for money when they had a difficult experience
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“Net Easy” Does It.Making it Easy is the missing link between operational quality and loyalty:
Operational performance
Customer experience
Advocacy
Incremental valueChurn
reduction
NPS
Net Easy
OCR & RFT
Why measure Easy? True voice of the customer Drives advocacy, VFM & loyalty Highly actionable feedback Applicable in all channels Engages and resonates with staff Low effort also = lower cost
Customers finding it easy are 40% less likely to churn
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Trend 2: Omnichannel is the New Normal.
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say they constantly change the way they deal with organisations
say organisations make it easy to switch between different channels1:2 17% only
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Trend 3: Webchat is growing fast.
88%Of advisors rated Webchat as good or very good
26%Of customers use webchat as a preferred contact channel currently
82%Of customers rated Webchat as good or very good
15%Increase in productivity compared to phone
9 in 10 consumers want support while online
68%Would like to have webchat offered whilst online
89%Want my queries answered by a personwhilst shopping online
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Trend 4: Smartphones Fundamentally Change Behaviours
16-34 year olds driving smartphone commerce
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Trend 5: The Contact Centre Model Will Change.
Consumers often or sometimes struggle with employees…
58%Have got better help from other consumers than employees
70%Often I know more about the problem than the employee
85%Put me on hold as they don’t know what to say
79%Employees have struggled to answer my queries
2:3Employees haven’t known what’s on their website
2:3Have a better call if advisor has same interests as me
71% If I don’t get the answer, I call another advisor
86% Happy to be transferred to someone trained to answer complicated questions
94% Want to e-mail same advisor as spoken to
Employees need help to deal with today’s consumer
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The Networked Expert in Action.
Voice
Webchat
VoIP
SMS / MMS
‘Call me’
Video
Social Media
Home Workers
Branch Offices
Remote Workers
Mobile Workers
Contact Centres
HQ
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BT Contact. Relationships that grow
Thank You!Dr Nicola J. MillardCustomer Experience FuturologistBT Global [email protected]: @DocNicolaBT Let’s Talk Blog:http://letstalk.globalservices.bt.com/en/author/nicolamillard/
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