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Today, Everyone Wants to be Customer-Centric. A Few Companies Actually Get It.
“Companies were in control up until 2000. But now the customer is in the driver’s seat. If you embrace that, you will thrive. If not, then by 2020, you will not survive.”
Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)
11% higher hotel rate for 1-point swing in travel review rating
46% more revenue/room for 4+ hotel vs 3 rating
$14,099 average lifetime value of loyal premium coffee chain customer
$10,000+: lifetime NPV of loyal affluent retail banking customer
Sources: Cornell University School of Hotel Administration, “The Impact of Social Media on Lodging Performance,” Kissmetrics, “Calculating Lifetime Value”, Bain “Customer Loyalty in Retail Banking
Getting millions of consumers to engage with their brand
Support 400 Social channels globally, with 500 people touching social daily around the globe to improve customer care, build GM’s brand, support corporate reputation. “Customers don’t care about our org chart—they just care about getting answers as quickly as possible. We can’t win doing this in individual silos—we need to look like one team, one GM…Being in social is not an option…ROI tough to measure in dynamic business…corollary to ROI is Cost of Ignoring.”
Customers access service directly from game. Company walks fine line between responding directly to game character, or determining issue is severe enough to respond to “Customer”. Service during product launch ramps from zero to millions of transactions.
Solve problem of separate sites/silos for online, mobile, in-store.
Personalized customer experience based on vast number of variables (behavior, gender, geo location, purchase history). CSRs have real-time insight into customer lifetime value. Segment-specific emails, targeted landing pages, menu options, product recommendations.
Storage appliances self-diagnose issues. When problem diagnosed, device captures all appropriate diagnostics, searches knowledge, automatically creates a case, routes to engineer. Engineer has all of the solutions – can just request permission from customer to apply
Proactive service for data center storage appliances