the brand promise of great customer experience
TRANSCRIPT
The Brand Promise of aGreat Customer ExperienceAN MHI GLOBAL SLIDE SHARE EXPERIENCE
Copyright © 2015 MHI Global Inc. All Rights Reserved.
Introduction
► HOW companies offer their product or service is becoming more important than WHAT they offer
► Focusing on the customer experience is the only way to maintain a sustainable and competitive advantage in today’s crowded marketplace
Copyright © 2015 MHI Global Inc. All Rights Reserved.
The Components of Delivering Great Customer Experiences
Culture of Serviceculture of service best practices include:
Personal accountabilit
y
Knowing what’s happening inside and
outside your organization’s walls
Provide Coaching, not just training
Copyright © 2015 MHI Global Inc. All Rights Reserved.
Trifecta of Customer Experience
Customer experience can be broken down into three parts:
Copyright © 2015 MHI Global Inc. All Rights Reserved.
From Service to Sales
Exceptional Service
Sales Awareness
Awareness of solutions that lead to
sales
Going from Service to Sales can be broken down into 3 steps:
Copyright © 2015 MHI Global Inc. All Rights Reserved.
Omni-Channel
Companies that focus on their omni-channel presence will be at the forefront of creating customer experiences that reap loyalty and profitability
Copyright © 2015 MHI Global Inc. All Rights Reserved.
Improve Your Core Metrics by Focusing on Customer Experience
See an increase in these KPIs
NPS CSAT FCR TTRNet Promoter
ScoreCustomer
SatisfactionFirst Call
ResolutionTime to
Resolution
Copyright © 2015 MHI Global Inc. All Rights Reserved.
The Results
When companies elevate customer experience to the same status of the brand, service or product they are selling, they take control of their future success.
Thank youmhiglobal.com