oracle apps day customer experiece revolution 1 parte
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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2
Customer Experience Revolution
Agenda
15:30 Introduzione e benvenuto
Enzo Pagliaroli, Sales Director CMU, Oracle
15:40 Nuovi modelli di vendita, nuovi modelli di consumo, nuove modalità di interazione:
offrire un’eccellente Customer Experience per creare vantaggio competitivo
sostenibile nel tempo.
Armando Janigro, Sales Development Leader, WE Applications Oracle
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3
16:45 Tavola rotonda moderata da Enzo Pagliaroli
Con il contributo di:
Giorgio Dino, Presidente e CEO, Castelli
Francesco Pinardi, Sales and Marketing Director, ENERcom
Salvatore Pulvirenti, CIO, Tiscali
17:20 Q&A
17:30 Chiusura lavori
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.4
Customer Experience Revolution
Armando Janigro, Sales Development Leader, Oracle
The following is intended to outline our general product direction. It is
intended for information purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any material, code, or functionality,
and should not be relied upon in making purchasing decisions. The
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.5
and should not be relied upon in making purchasing decisions. The
development, release, and timing of any features or functionality described for
Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.6
AGENDA
• WHY CUSTOMER EXPERIENCE (CX) MATTERS
• A CX EXAMPLE – THE CUSTOMER JOURNEY
• THE VALUE OF CX
• THE CHALLENGE OF CX
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• THE CHALLENGE OF CX
• WHAT MAKES A DISTINCTIVE CX
• HOW ORACLE POWERS GREAT CX
• FOCUS ON SALES & MARKETING
WHY CUSTOMER EXPERIENCE (CX) MATTERS
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(CX) MATTERS
WHAT IS CUSTOMER EXPERIENCE?
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SOCIALWEB MOBILEDIRECT CALL CENTERIN-STORE
THIS IS YOUR CUSTOMER
KATIE
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KATIEFROM NOW ON SHE CALLS THE SHOTS
73% Friendly employees &
customer service representatives
55% Easy access to information & support
WHAT MAKES CONSUMERS
FALL IN LOVE WITH A BRAND?
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Easy access to information & support
36%Personalized experiences like
knowing what customers have
bought in the past and service issues
they’ve raised as well as sending
them timely, useful updates
Source - Harris Interactive: Customer Experience Impact Report 2011
86% of customers would be
BRANDS BENEFIT WHEN
CONSUMERS ARE HAPPY
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of customers would be
happy to pay 25% more
for a better customer
experience
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of consumers feel that
their expectations for a good
customer experience are
always met
89% of consumers will begin doing business with a competitor
following a bad customer experience
50%
WHEN EXPECTATIONS ARE NOT MET
BRANDS GET DUMPED
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50% of customers will give businesses up to a week to respond to
a customer service question before they ‘break up’ with the
company (stop doing business with them)
25%After a poor customer experience, more than a quarter of
consumers posted a negative comment on a social networking
site like Facebook or Twitter
79%
SCORNED CONSUMERS TELL
FACEBOOK AND TWITTER
FOLLOWERS
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79% of consumers who shared complaints about poor customer
experience online had their complaints ignored
21% who did get responses to complaints, more than 50% had
positive reactions and 22% posted a positive comment about
the organization to their feeds
AN EXAMPLE OF CX: THE CUSTOMER JOURNEY
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JOURNEY
Next Day
On the appointment Day
A few days later
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