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The Customer Experience

The Customer Experience. Rick Germano Senior Vice President National Customer Operations Comcast April 30, 2010. What Do Our Customers Want?. OCF Over $800 / SUB 1000 Calls Per Day Per CAE 88% Efficiency on Technician Work No Overtime

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The Customer Experience

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  1. The Customer Experience Rick Germano Senior Vice President National Customer Operations Comcast April 30, 2010

  2. What Do Our Customers Want? • OCF Over $800 / SUB • 1000 Calls Per Day Per CAE • 88% Efficiency on Technician Work • No Overtime “Not Really . . . But Balance And Resource Management Is Key”

  3. What Do Our Customers Expect? • Answer the Phone… Now! • Solve My Problem… Today! • Don’t Waste My Time! Customer Communication Product & Service Reliability “I Love Your Products… I Want To Buy More… But I Am A Little Nervous” Customer Confidence & Loyalty

  4. 1 Million Interactions (Touchpoints)Every Day Of The Year What An Opportunity For - . . . SHATTERING THE COMPETITION . . .

  5. Let’s Change the Game • Yesterday- Reactive • Today – Competition Makes us Stronger • Tomorrow – Proactive; “Think Telephone + Technical Agents In Lab Coats”

  6. WIN…WIN…WIN • Employees Get More Time & Training & Tools… WIN! • Customers Get Higher Quality Service Delivery…WIN! • Lower the Number of Customer Interactions, Lower Cost…WIN! “We Want Our Customers To Never Leave Us, Buy More Products From Us & Recommend Us ToEverybody!”

  7. What Should We Do? • Is it tools, technology, training? • Is it performance management? • Is it process improvements…investment? • What about our image, reputation, customer loyalty?

  8. The Customer Operations Mantra Lower Phone Calls, Lower Truck Rolls, Better Customer Experience = Healthier Company, Increased Customer Satisfaction & Better Financials _______________________________________ 1M opportunities each and every day to positively impact the customer experience and directly improve the company bottom line

  9. The Organization The enhanced involvement and further integration of the LMC & Dispatch Centers is critical to the evolution of the customer experience as we shift to more a proactive & predictive environment. LMC Plant/Headend Dispatch/ Fulfillment Air Traffic Controller Customer Premise Weather CPE Connectors Fittings Technician Supervisor Training Interactive skills Time Tools Customer Want products & services that work and a quality experience, end-to end Warehouse CPE Inventory Customer Service Liaison to customer Supervisor Training Interactive skills Time Tools Front Counters CPE Payments

  10. Dream Big Guarantee Dream Series New Credo Town Hall Meetings TCF Steering Council Bow Tie Awards Q-Tube CES Scorecard Increased Bonus TCF (+ CES) Employee Performance (Scorecards) Utilize Burson & Luntz Research TACTICS

  11. CREDO . . . . . . 24 x 7 x 365 Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market.

  12. Impacts of Customer Satisfaction A clear and strong correlation exists between customer satisfaction and voluntary churn. When looking at video product disconnects, regions with the higher customer satisfaction score have a lower amount of their customers churning voluntarily. As the satisfaction measures continue to dip, the churn levels increase in an inverse relationship. Comcast Proprietary and Confidential

  13. Internet Explosion • In recent years, the Internet has exploded and will continue to become an important part of people’s lives. • Online population will double (to 2 billion) by 2012 • Over 200 million online searches happen & 1.2 million blogs created daily • 73% of active online users have read a blog • 78% of people trust recommendations of other consumers ** Source: Pricewaterhouse Coopers

  14. Comcast.com Customer Central • Improved “Contact Us” • Six Ways to Contact Us • Launched Office of Rich Germano • Rick’s Notes from the Road • Office of Rick Germano • 100% increase in email traffic to Rick • Percentage of actionable traffic near 50% Monthly Volume May Oct Dec Jul Nov Sep Aug Jan Jun Traffic to Rick is steady as we are resolving issues & getting more feedback, which is our purpose.

  15. C3: Customer Care Connect Twitter Followers* Public/Private Tweets* • Results • Helped approximately 100,000 in social media since 02/08 • Helped approximately 150,000 in via email since 02/08 • "Twitter Elite" Top 100 • Scale of efforts increased with growing C3 team • Offered help to customers on over 10,000 external blogs • Considered the leader in social CRM

  16. Forums / Communities • Overview • Key tool in customer self-service strategy • Leading indicator/early warning system for problems • Interface enhancements to add new functionality and upgrade UI • Open to both video and voice customers • Frank Eliason’s team actively moderates and foster community growth • Key Metrics • Receive around 1.5 Million page views per month • Provide trusted source of information during “crisis” situations (e.g the Comcast.net hi-jacking – 10X increase in traffic) • Average monthly page views have more than doubled since 2006

  17. Corporate Blog Joe Waz Senior Vice President, External Affairs and Public Policy Counsel, Comcast ComcastVoices Today: • A credible resource for traditional media • A place for customers to have direct conversations with Comcast • A vehicle for crisis management “In the current tough economy, community organizations need all the help they can get. Comcast employees, spouses, and lots of their kids teamed up with community partners to get things done… contributing nearly 350,000 person-hours to build stronger neighborhoods.”

  18. Buzz Strategy Google search results remain more positive than negative as of December 31, 2009; YouTube results are 50%-50%.

  19. Customer Operations – WIN! WIN! WIN! Reduce # of Phone Calls Reduce # of Truck Rolls Improve Quality Improve Customer Experience Lower Cost

  20. Closing & Questions

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