Like Phoenix from the ashes - Opportunities for the Greek B2B sector through successful customer experience (CX) management Hellenic Institute of Customer Service (HICS) Athens, December 18 th , 2012 Prof. Dr. Phil Klaus MBA, MRes d [email protected]http://thecustomerexperienceblog.blogspot.com/
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Like phoenix from the ashes opportunities for the greek b2 b sector through successful customer experience management
1. Highlighting the Importance of Customer Experience (CX) 2. Exploring CX Practices and Strategies 3. Establishing a clear link to profitability 4. Sharing Best practice illustrations 5. Demonstrating how your business can you take advantage of this knowledge?
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Like Phoenix from the ashes - Opportunities for the Greek B2B sector through successful customer experience (CX) management
Hellenic Institute of Customer Service (HICS)Athens, December 18th, 2012
• Importance of Customer Experience (CX)• Exploring Practices and Strategies• Link to profitability• Best practice illustrations• How can you take advantage of this
• Leading Financial B2B Services UK• Introduced CX strategy 4 years ago• Led by CX quality measurement “CXQ”• Only what measures get managed• Marketing ROI• Ranking of what triggers behavior• Cost-cutting opportunities
• Construction USA• Similar situation to Greece in terms of
economic downturn and crisis• Include all supplier in the CX delivery• Remunerate and educate suppliers• Hire people with CX skills• Custom CX research for personalization of
• Outcomes:• Increase in profitability• Increase in market share• Increase ROI of all marketing activities• Cut costs by more than 20 percent• Increase in loyalty• Increase in recommendations