VOC DATA ANALYSIS TREND 1:
AMPLIFIED TO NEW HEIGHTS THANKS TO THE VOICE OF THE CUSTOMER HAS
SMARTPHONES & SOCIAL
SPEECH, & PREDICTIVE ANALYTICS TO DECODE REAL-TIME EXPERIENCES
IN 2014, MORE COMPANIES WILL USE TEXT
CREATING A TREND 2:
CUSTOMER CENTRIC CULTURE
12 SIMPLE THINGS
1. Get to know the people!!!
2. Lunch & Learns
3. Mentoring Program
4. LOTS & LOTS of Events
5. Leadership Training
6. Promotion Dinners
7. A library of great books
8. Toast Master Lunches
9. Exit Interviews
10. Innovation Team
11. Contests
12. Respect
“The emotional commitment an employee has to the organization and its
goals, resulting in the use of discretionary effort.”
EMPLOYEE ENGAGEMENT
- Kevin Kruse
A SHIFT AWAY FROM THE TREND 3:
NET PROMOTER SCORE
CUSTOMER EXPERIENCE 3 WAYS TO MEASURE
CSAT NPS CES
One simple question: “On a 1
to 5 scale, how much effort
did you personally put forth
to handle your request?”
Many mildly satisfied or mildly
dissatisfied customers don't
tend to complete surveys
Industry is struggling with how
best to make decisions off of a
single metric. For example,
what does a score of 7 mean
and feel like for to the
customer? Why is it a 7?
FIRST TOUCH RESOLUTION TREND 4:
VIA SELF SERVICE
CONNECTED TO PHYSICAL THINGS. DEVICES WILL BE WIRELESSLY
BY 2020, MORE THAN 30 BILLION
-ABI Research
CAPITALIZE ON THE TREND 5:
MOMENTS OF TRUTH
LOOK AT THE CUSTOMER JOURNEY
FROM AN EMOTIONAL PERSPECTIVE Create memorable customer experiences by
focusing on the moments that matter most
LEVERAGE CUSTOMER TREND 6:
INSIGHTS TO PERSONALIZE “E”-XPERIENCES
WITH CULTURE OF MULTI-TASKERS WE’VE BECOME IMPATIENT
WE WANT SMART INTERACTIONS
WHAT WOW MEANS TO US You created an off-the-charts, remarkable, amazing
experience that directly affected someone’s day. You
went above what was expected. You turned a first-
time customer into a lifelong customer.
When the customer hung up the phone with you, they
said “WOW, that was the best customer experience
I have ever had” and that customer now continues to
re-tell that story to their friends because you did
something extraordinary for them.
TEXT MESSAGE & TREND 9:
MOBILE ANALYTICS
THE RISE OF TREND 10:
VISUAL IVRS
THANK YOU! Connect with us:
www.Dialogue-Marketing.com