VOC DATA ANALYSIS TREND 1:

AMPLIFIED TO NEW HEIGHTS THANKS TO THE VOICE OF THE CUSTOMER HAS

SMARTPHONES & SOCIAL

SPEECH, & PREDICTIVE ANALYTICS TO DECODE REAL-TIME EXPERIENCES

IN 2014, MORE COMPANIES WILL USE TEXT

CREATING A TREND 2:

CUSTOMER CENTRIC CULTURE

12 SIMPLE THINGS

1. Get to know the people!!!

2. Lunch & Learns

3. Mentoring Program

4. LOTS & LOTS of Events

5. Leadership Training

6. Promotion Dinners

7. A library of great books

8. Toast Master Lunches

9. Exit Interviews

10. Innovation Team

11. Contests

12. Respect

“The emotional commitment an employee has to the organization and its

goals, resulting in the use of discretionary effort.”

EMPLOYEE ENGAGEMENT

- Kevin Kruse

A SHIFT AWAY FROM THE TREND 3:

NET PROMOTER SCORE

CUSTOMER EXPERIENCE 3 WAYS TO MEASURE

CSAT NPS CES

One simple question: “On a 1

to 5 scale, how much effort

did you personally put forth

to handle your request?”

Many mildly satisfied or mildly

dissatisfied customers don't

tend to complete surveys

Industry is struggling with how

best to make decisions off of a

single metric. For example,

what does a score of 7 mean

and feel like for to the

customer? Why is it a 7?

FIRST TOUCH RESOLUTION TREND 4:

VIA SELF SERVICE

CONNECTED TO PHYSICAL THINGS. DEVICES WILL BE WIRELESSLY

BY 2020, MORE THAN 30 BILLION

-ABI Research

CAPITALIZE ON THE TREND 5:

MOMENTS OF TRUTH

LOOK AT THE CUSTOMER JOURNEY

FROM AN EMOTIONAL PERSPECTIVE Create memorable customer experiences by

focusing on the moments that matter most

LEVERAGE CUSTOMER TREND 6:

INSIGHTS TO PERSONALIZE “E”-XPERIENCES

WITH CULTURE OF MULTI-TASKERS WE’VE BECOME IMPATIENT

WE WANT SMART INTERACTIONS

WHAT WOW MEANS TO US You created an off-the-charts, remarkable, amazing

experience that directly affected someone’s day. You

went above what was expected. You turned a first-

time customer into a lifelong customer.

When the customer hung up the phone with you, they

said “WOW, that was the best customer experience

I have ever had” and that customer now continues to

re-tell that story to their friends because you did

something extraordinary for them.

TEXT MESSAGE & TREND 9:

MOBILE ANALYTICS

THE RISE OF TREND 10:

VISUAL IVRS

THANK YOU! Connect with us:

www.Dialogue-Marketing.com