Some companies drive away loads of customers with one big move. For most companies, losing customers is a slow, inexorable process, that water dripping from a leaky faucet. The cause? Poor customer experience management. In this deck, adapted from an Avaya Nov. 2013 webinar, you can learn new strategies to retain or win back customers in this new era.

1. Where Did All of the
Customers Go (and How
Do I Win Them Back)?
The Essential Executive Webinar Series
Nov. 7, 2013
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2. Sheila
McGee-Smith
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3. Tony
Bridgewater
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4. Mark Wilson
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5. Jeanne Bliss
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6. Ask Your
Use the Q&A
Send an
window in the
e-mail to
console
CEM@avaya.com
© 2013 Avaya Inc. All rights reserved.
‘s
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7. Discussion 1:
What Are the Challenges in
Serving Today’s New Breed of
Customers?
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8. Different Demographics
Jenny
Gary
Barry
Mike
Anne
Gordon
Fire and
forget
consumerist
Digital DIY
dude
Old
fashioned
service lover
No
nonsense
trouble
shooter
Silver surfer
Grumpy old
man
© 2012 Avaya. All rights reserved. Confidential and Proprietary.
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9. Fire and
forget
consumerist
Digital DIY
dude
Old
fashioned
service lover
© 2012 Avaya. All rights reserved. Confidential and Proprietary.
No
nonsense
trouble
shooter
Technology
Has Made
Customers
More
Independent
- And
Demanding
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10. Discussion 2:
Why and How Do Companies
Still Get Multi-Channel Customer
Experience Management Wrong?
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11. Channels Disconnected from Other Channels
Document
Phone Call
SMS/MMS Message Web Chat
Facebook
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Twitter
Email
Website
Call Me Back
Mobile
Google +
Other ??
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12. Companies Deploy Social…Badly
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13. Discussion 3:
How Should You Communicate to
Customers at the Right Time, in the
Right Place, with the Right Media?
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14. Connect Your Mobile Applications
with the Contact Center
 Provide estimated wait time
to speak …
 …to an agent skilled in the
area of concern
 Shorten verification if the
caller has already
authenticated
 Provide context to the agent,
pre-populating fields with
context that explain what the
customer has been doing in
the application
 Use the unique capabilities of
the mobile device, e.g.,
location-specific coupons
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15. Create Consistent Cross-Channel Experiences
Fire and
forget
consumerist
Digital DIY
dude
Old
fashioned
service lover
© 2012 Avaya. All rights reserved. Confidential and Proprietary.
No
nonsense
trouble
shooter
Silver surfer
Grumpy old
man
15

16. 63% of Companies
Rank ‘Ok’ or ‘Very
Poor’ in Customer
Experience
(Forrester
Research, 2012)
What To Do?
 Let customers
pick the
channel
 Be informed
 Provide a
consistent
cross-channel
experience
 Segment
customers
based on their
needs AND
their value to
your business
© 2013 Avaya Inc. All rights reserved.
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17. Summarizing Today’s Key Points
1. What are the challenges in serving today’s new
breed of customers?
1.Make Customer Experience Management a project with a
budget, a plan, a business case
2. Why and how do companies still get multi2.Make an customeraccountable for Customer Experience
channel executive experience management
wrong?
3.Know your Customers really well
3.4.Invest in the contact center as the nerve center of your
How should you communicate to customers at
Customer Experience right place, with the right
the right time, in the strategy
media?
5.Change what you monitor and measure to ensure
continuous improvement
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18. Survey
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19. for Joining Avaya’s
Customer Experience
Management Webinar
Email your Questions to:
cem@avaya.com
www.avaya.com
© 2013 Avaya Inc. All rights reserved.
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