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What is Customer Experience

Measuring, managing and operating the end-to-end customer experience in the age of the empowered customer. What is Customer Experience. Deepening the RELATIONSHIP with CUSTOMERS. -Building Empowering Relationships-. Building Empowering Relationships means:. We. are. passionate. about.

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What is Customer Experience

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  1. Measuring, managing and operating the end-to-end customer experience in the age of the empowered customer

  2. What is Customer Experience

  3. Deepening the RELATIONSHIP with CUSTOMERS

  4. -Building Empowering Relationships-

  5. Building Empowering Relationshipsmeans: We are passionate about the relationship

  6. Building Empowering Relationshipsmeans: we are relentless about understanding Customer needs

  7. Building Empowering Relationshipsmeans: we place power of choice in customers’ hands

  8. Building Empowering Relationshipsmeans: Our Customers Trust that we care

  9. Building Empowering Relationshipsmeans: We treat our customers as relationships not MSISDNs

  10. How do we Operate Manage Measure Empowering relationship

  11. Operating CEx Evolution of Customer Service into Customer Exeprience 80s 90s 00s NOW 03

  12. Operating CEx • Understanding The Customer • Managing The Customer • Designing Good service experience for the Customer • Delivering Right the Experience to the Right Segment

  13. Managing CEx 03

  14. Managing CEx 03

  15. Knowledge Areas: Language skills (content and interaction) Managing CEx 2 The right Staff Frame 2016 2014 High Trusted, Tech-Savvy; Trendy; Friendly. Capability Areas: Complaint Troubleshooting 3 Desired Skill We are a Team! We are our Brand! We are our Customers! We are all Salespeople! Behaviour Areas: Positive and Dynamic 1 Desired Behaviour High Low

  16. Managing CEx Net Promoter Score Customer Satisfaction Survey First Call Resolution Average Wait Time Number of times Repurchase

  17. -Do you think these KPIs gives truth Picture of measurement of Customer Empowerment?-

  18. - Measuring of CUSTOMER EFFORT - How Easy was it for the Customer to.. Know about the Service Access the Service Purchase the Service Connecting to the You Repurchase Radio Ad Web Page Billboard Silent Salesmen TVC IVR Web Page USSD Home Delivery POS Call Centre 3rd party Vendors Cheque Mobile Money Bank Transfer Direct Debit Via Top up Cards Visa Others Plug and Play Detail Guideline Instant or Weeks Waiting List?? Not Available?? Auto repurchase???

  19. - Measuring of CUSTOMER EFFORT by Segments - Tenure Status Spend

  20. Benefits of structured CEx • Secure your revenue. Recover potentially lost customers. • Engage existing customers as a sustainable engine for growth. • Reduce the costs of new customer acquisition • Engage employees. Reduce staff turnover and cost of hiring. • Reduce the cost of customer and employee feedback infrastructure.

  21. Thank you Stephen Essien Head, Customer Operations Tigo Ghana +233 577 55 20 20 +233 202 400 400

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