Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience
Post on 08-Feb-2017
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Disrupt or be DisruptedDeliver an exceptional Customer Experience
Transform Relationships
Four Strategiesfor Success
The World Has Gone Digital
Largest accommodation provider owns no real estate
Largest phone messaging company
owns no phones
Most popular media owner
creates no content
World’s most valuable retailer has no inventory
World’s largest taxi companyowns no taxis
World’s largest movie house owns
no cinemas
Industries With Greater Risk of Going Out of Business
Source: Global Center for Digital Business Transformation, 2015.
Respondents who say the risk of being put out of business increases “somewhat” or “significantly” as a result of digital disruption.
Greater Risk
Less Risk 17% 49%41%
Average
Closing In on One Smartphone Per Person
5.6Billion
Smartphones, mobile PCs, tablets and mobile routers with cellular connections
Smartphone subscriptions
20112010 20132012 20152014 20172016 20192018
57%
Buyer Behavior Has Changed
* Source: McKinsey & Company, 2010.
of purchase decision happens before customer calls the supplier.
Peer reviews now the most trusted source of information.*
80%
Businesses Aren’t Keeping Up
* Source: Bain & Company, http://bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf
of CEOs believe they deliver a superior customer experience…*
8% of their customers agree.*Only
76% of companies don’t have a single view of the customer.
TransformAlign Initiatives
Empower IndividualsOrchestrate Interactions
Deliver Insights
Align Initiatives
Align Initiatives: Why This Matters• Customer experience is the last
source of sustainable differentiation and the new competitive battleground. – Gartner
• 70% of buying is based on how the customer feels they are being treated. – McKinsey
• 82% of customers who switch brands do so because of poor service. – Zendesk
Align Initiatives: Survey Results “Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
• Measure NPS & report at board level• Gauge VoC through regular surveys• Incent departments – not just in CS –
against customer satisfaction metrics
Align Initiatives: Doing It Well“Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”
EmpowerIndividuals
Empower Individuals: Why This Matters• 99% say being connected to a
knowledgeable employee is a core element of good customer experience. – American Express
• 50% of the time Customer Service reps aren’t able to answer a customer’s question. – American Express
• 89% of companies competing mostly on the basis of customer experience today. – Gartner
Empower Individuals: Survey Results“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
• Information for all, everywhere• Tailored to the individual• Designed to help them do their jobs better
Empower Individuals: Doing It Well“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”
Orchestrate Interactions
Orchestrate Interactions: Why This Matters
• Integrated customer journeys can DOUBLE sales year over year. – HBR
• 32% of customers who switch brands do so because they are fed up with speaking to multiple agents.– New Voice
• 29% of customers who switch brands do so because they are annoyed by a lack of staff knowledge. – New Voice
Orchestrate Interactions: Survey Results“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
• Map the customer journey• Identify gaps to close• Leverage CRM workflow automation to
coordinate across organizational boundaries
Orchestrate Interactions: Doing It Well“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”
DeliverInsights
Deliver Insights: Why This Matters• Customer service agents fail to
answer customer questions 50% of the time. – American Express
• 70% have suboptimal or no ability to integrate customer data between online and offline sources. – Acxiom
• 74% of firms say they want to be “data-driven,” but only 29% are actually successful. – Forrester
Deliver Insights: Survey Results“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”
0%
10%
20%
30%
40%
50%
60%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
• Define a master data strategy• Design/Integrate from the users’ perspective• Focus on information that makes a difference
Deliver Insights: Doing It Well“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”
In Summary
0% 10% 20% 30% 40% 50% 60% 70% 80%
Insight
Interactions
Individuals
Initiatives
* Source: Survey of attendees at SugarCon 2016 (June 2016)
SUGARHow CanHelp Get You There
SugarCRM: Solely Focused On Making Every Customer Relationship Extraordinary
Most Adaptable CRM Platform
Greatest Business Value
EmpowersIndividuals
SugarCRM Only Vendor with Positive NPS!CRM – Overall Scores
7.16.5
6.2
6.1
6.0
5.8
6.0
SugarCRM
Oracle
Microsoft
Salesforce.com
ACT!
SAP!
Average
#1Overall
Satisfaction
#1TechnicalSupport
#1User
Recommendation“In A ClassBy Itself”
Thank You!@sugarcrm
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