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Personalization Increases Retention Through Customer Insight

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118Tracker Ltd
118Tracker Ltd

The document discusses how personalization and customer insight can increase customer retention for contact centers and directory assistance providers. It describes trends like declining call volumes and the need for innovative services. Personalizing the customer experience through preferences, VIP status, or location-based services is recommended. Gaining customer insight through automated surveys directly after calls allows contact centers to continuously improve service based on real-time feedback. Personalization and insight tools can help differentiate services and increase customer loyalty.

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International Information Innovation Conference 2009 Day 2 1st October 2009 Steffen Schlimmer – NetBiscuits.com
James Glasspool – Volt Delta “ Increasing Retention through Customer Insight and Personalisation”
Increasing retention through customer insight and personalisation Loyalty & Retention Day 2 118 Awards James Glasspool Director of Strategic Marketing Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Volt Delta - Overview Ref: 18241 Issue: 2.4© Volt Delta International 2008 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Contact Centre Trends - 1 C O S T F O C U S Cost Effective Basics Customer Experience Mgt Customer Interactions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CUSTOMER FOCUS ,[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 Basic ACD Workforce Performance Mgt Personalised Survey Reviews Multi-Media
Contact Centre Trends - 2 ,[object Object],[object Object],[object Object],[object Object],Call Centre Association Annual Survey of Members UK 2008 ,[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
DA or YP Contact Centre ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Market Situation - Why personalise? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009 © Volt Delta International 2007 Bain & Co. “Our studies show that a 5% increase in customer retention can increase a company' profitability by 75%”
Personalising services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
From customisation to personalisation Customisation Personalisation ,[object Object],[object Object],[object Object],Tailor the experience for each caller for differentiation & to make service “sticky”. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Brand Wholesale – Retail Branding ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Scenario 1: VIP status ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Scenario 2: Location based services ,[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Explicit vs. implicit personalisation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Customer Insight ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Capture, share and analyse the voice of your customer Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Insight with automated surveying ,[object Object],At end of call, customer is offered chance to participate in a survey Survey handled automatically by IVR Contact Centre Ref: 19121 Issue: 1.0 © Volt Delta International 2009 Customer calls in for service and is connect to agent Results continuously updated & fed to contact centre Agents get feedback of customer experience
Advantages of automated survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ref: 19121 Issue: 1.0 © Volt Delta International 2009
Contact Details ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Personalization Increases Retention Through Customer Insight

  • 1. International Information Innovation Conference 2009 Day 2 1st October 2009 Steffen Schlimmer – NetBiscuits.com
  • 2. James Glasspool – Volt Delta “ Increasing Retention through Customer Insight and Personalisation”
  • 3. Increasing retention through customer insight and personalisation Loyalty & Retention Day 2 118 Awards James Glasspool Director of Strategic Marketing Ref: 19121 Issue: 1.0 © Volt Delta International 2009
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