Customer satisfaction - metrics made more human, SEE Budapest 2016
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The document discusses how customer satisfaction metrics and relationships are becoming more digital and less human-focused over time. By 2020, 85% of customer relationships will be managed without human interaction, according to Gartner. The document outlines how trust, loyalty, understanding customer experience are important factors for digital customer relationships. It also discusses surveying customers, analyzing feedback, and improving based on results in order to develop successful digital customer satisfaction strategies.
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Customer satisfaction - metrics made more human, SEE Budapest 2016
- 1. Customer Satisfaction: Metrics Made More Human Sumit R. De Senior TOPdesk Consultant SEE the future
- 3. “By 2020, customers will manage 85% of their relationships without ever interacting with a human.” - Gartner “By 2020, customers will manage 85% of their relationships without ever interacting with a human.” - Gartner
- 4. Why?Why? Stating the Obvious Stating the Obvious Hello from the other side Hello from the other side Winners and Losers Winners and Losers Programme
- 5. Why? Stating the Obvious Hello from the other side Winners and Losers WHY? TRUST LOYALTY UNDERSTAND CUSTOMER EXPERIENCE
- 6. Stating the Obvious Survey Analyse Improve Why? Stating the Obvious Hello from the other side Winners and Losers
- 7. Why? Stating the Obvious Hello from the other side Winners and Losers
- 8. Why? Stating the Obvious Hello from the other side Winners and Losers Time -ve+ve Customer Satisfaction Project Viewpoint
- 9. Why? Stating the Obvious Hello from the other side Winners and Losers The Gulf …
- 10. Why? Stating the Obvious Hello from the other side Winners and Losers
- 11. Do or don’t Why? Stating the Obvious Hello from the other side Winners and Losers Hello from the other side
- 12. Do or don’t Question time Why? Stating the Obvious Hello from the other side Winners and Losers Hello from the other side
- 13. Do or don’t Question time Results day? Why? Stating the Obvious Hello from the other side Winners and Losers Hello from the other side
- 14. Do or Don’t Why? Stating the Obvious Hello from the other side Winners and Losers
- 15. Question Time Why? Stating the Obvious Hello from the other side Winners and Losers
- 16. Results Day? Why? Stating the Obvious Hello from the other side Winners and Losers
- 17. Do or don’t Question time Results day? Why? Stating the Obvious Hello from the other side Winners and Losers Hello from the other side
- 18. Why? Stating the Obvious Hello from the other side Winners and Losers “employees are expected to maintain a positive work environment by communicating in a manner that is conducive to effective working relationships with internal and external customers, clients, co- workers, management ...” T Mobile Winners and Losers
- 19. Why? Stating the Obvious Hello from the other side Winners and Losers
- 20. Why? Stating the Obvious Hello from the other side Winners and Losers Do or Don’t
- 21. Question Time Why? Stating the Obvious Hello from the other side Winners and Losers
- 22. Question Time Why? Stating the Obvious Hello from the other side Winners and Losers
- 23. Results Day Why? Stating the Obvious Hello from the other side Winners and Losers
- 24. Summary Why?Why? Stating the Obvious Stating the Obvious Hello from the other side Hello from the other side Winners and Losers Winners and Losers
- 25. Questions?