©2009 Peppers & Rogers Group. All rights reserved. 1to1 ® is a registered trademark of Peppers & Rogers Group. Service in the Time of the Social Customer Thursday, December 10, 2:00PM Eastern
May 15, 2015
©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group.
Service in the Time of the Social Customer
Thursday, December 10, 2:00PM Eastern
©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group.
Ginger ConlonEditor-in-Chief
Ginger ConlonEditor-in-Chief
Service in the Time of the Social Customer
©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group. ©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group.
Paul GreenbergPresident
The 56 Group
Paul GreenbergPresident
The 56 Group
Nikhil GovindarajVP of Products
Nikhil GovindarajVP of Products
Service in the Time of the Social Customer
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Today’s agenda
Topics of Discussion
o Rethinking serviceo Integrating channelso Measuring successo Service 2.0
Questions and Answers
Post-Event Survey
The social customer
This is a SOCIAL transformation that impacts all institutions – business among
them – not exclusively
The social customer
See change in use of technologyo Gen Y first generation to spend
more time on the ‘Net than watching TVo 96% on social networkoWill outnumber baby boomers by
2010
o Implications are staggeringo 74% of all adults on the web are
engaged with a social network/community
The social customer
• Using Social Networks• Nielsen Online research “Global Faces on Networked Places” (March
2009):• Fastest growing sector for Internet use is communities and blog
sites (5.4% in a year)• Member communities reach more Internet users (66.8%) than
email (65.1%)
The social customer – who do they trust?
Edelman Trust Barometero 2003 – “A Person Like Me” – 22%o 2004 – “A Person Like Me” – 51%o 2005 – “A Person Like Me” – 56%o 2009 – “A Person Like Me” – 58%o Most trusted source moved from non-connected (to corporation)
experts to “a person like me.”o Customers demand authenticity & transparency now
The social customer – what do they trust?
oTraditional ads – trusted by 14% (Marketing to the Social Web, Larry Weber)
oPeers – trusted by 90% (Nielsen Global Online Consumer Survey, 2009)
The social customer
Conversation is controlled by the customer
o Review siteso Yelp
o Social networks/communitieso Service complaint oriented – PlanetfeedbackoGet Satisfactiono LinkedIno Facebook pages
o Social Media PropertiesoUser generated content – video, audio, blogs
etc.
o Blogs (200 million)o 34% post brands & product opinions
o PodcastsoGeek Brief TV
The social customer
Source: Brian Solis
"CRM is no longer just a model for managing customers but one of customer engagement"
From CRM to Social CRM
The social customer
“Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules,
workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s
response to the customer’s ownership of the conversation.”
Social CRM
The social customer
The New Customer Service Model
The new customer service model
oThe social customer is demanding a rich, engaging customer experience in multiple ways – still including human contact
oContact centers and multi-channel interactions with the customer are where the experience with a business is typically most intense.
oCustomer service is becoming perhaps the most important of the CRM pillars
o It surrounds and is interwoven with all facets of how a company functions.
The new customer service model
oJust solving problems is no longer sufficiento Customers can go elsewhere to get problem solved (threaded
forums, community access)o Customers have peer support
oKnowing how the customer is thinking & feeling is of paramount importance to insight
oHow do you find this out wheno The customer communicates on multiple channels?o There are thousands & even millions of customers?
The new customer service model
oDon’t be fooled by myth of decreasing interest in using phone o When dealing w/enterprise 77% still prefer phone (DMG
Consulting)
Bad customer service can go viral
The new customer service model
oWhat do you do – Customer Service Modelso Agent based call centers o Process based CRM o Community driven customer serviceo Customer experience focused call customer service o Web self service
It’s all built around the conversation...
Look at social network & social graph
Influence
VOLUME
Tonality
Frequency
Network
DECIBELS
Emotion Detection
Keywords/phrases
Tempo
Context
And at the level of the individual phone call…
Quick Hit: The New Contact Center
“Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so you don’t have to contact anyone. Then you save customer service for those truly unusual situations.” – Jeff Bezos, CEO Amazon
The new contact center
The new contact center
The Problems….o Forrester study in 2008
oCustomers disliked talking to companies becauseo Routing to wrong agent (57%)o Knowledge management average to worse (62%)o Poor customer data access (60%)
o Other reasons?oWrong metricsoLack of understanding of new channels oRetention of old models
Search gone wild
The new contact center
Lead to…o Losses of $338.5 billion/yr due to poor service experience e.g. cart
abandonment – sales loss (Datamonitor/Ovum survey, Nov. 2009)o Fifty five percent of customers who no longer want to talk to customer
service reps (Forrester Research, 2008)o Cost of call resolution goes from $49 per incident same day, to $61
day 2, and $155 day 3. (ServiceXRG, 2008)
The new contact center
The Approacho Keeping the ordinary, ordinaryo Effective results, not just efficient processeso Solution + experience = successo Measure for results, not cost savingso Remember the human beings on both ends
The new contact center
What can be done? o Service communitieso Cultural change at contact center o Service outreach (Twitter, Facebook)
oMonitoring problems outside firewall
o Collaborate with customerso Listen, learn, acto Prevent problems, not just solve them.o Strong self service toolso Strong knowledge management & search
The new contact center
Technologyo Text/sentiment analyticso Speech analyticso CCPM systems o Social media monitoringo AVR/IVRo Web Self-Serviceo CRM Integration
The new contact center
Self Service Optiono Tools for sculpted personalized experience/activityo Easy ability to reach someone through chato Accessible knowledgebase for your customerso Advanced – community forums for discussions
The new contact center
Contact Center Performance Managemento Key customer-driven components
oFirst Contact Resolution – traditional is First Call ResolutionoRoot Cause Analysis - not just what is causing problem but why
problem is causedoNext-Best Action – analysis across all touchpoints to evaluate &
predict future customer needs. oCustomer Experience Analytics – look at the results of the
outcome.
©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group. ©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group.
Paul GreenbergPresident
The 56 Group
Paul GreenbergPresident
The 56 Group
Nikhil GovindarajVP of Products
Nikhil GovindarajVP of Products
Questions&Answers
©2009 Peppers & Rogers Group. All rights reserved. 1to1® is a registered trademark of Peppers & Rogers Group.
For additional informationplease contact
Nikhil [email protected]
Nikhil [email protected]
Ginger [email protected]
Ginger [email protected]
Paul [email protected]
Paul [email protected]