Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement? Benno Richters SEE Hungary 2017

1. Welcome to SEE Hungary 2017
Benno Richters
SEE the future

2. SEE
Service Excellence Experience

3. Service Excellence
Service DeskCustomer Supplier

6. TOPdesk world wide in numbers
12 branches
10 countries
> 4000
Customers
600
employees
Founded in
1992

7. TOPdesk Hungary
Since
2009
42
Employees
37
Customers
100%
growth 2016

8. Why your Service Management fails
SEE the future

9. Customer Journey

10. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

11. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

12. Customer Journey
· Coworkers in other departments
· External companies buying your services
· Consumers
· Citizens

13. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

14. Customer Journey
· (Phone) conversation
· Email
· Webpage
· Social Media

15. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

16. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

17. Personal Story

20. My Customer Journey

21. Purchase
Order a present at Amazon
Time
Emotion

22. Purchase Delay
Delay in delivery
Time
Emotion

23. Purchase Delay Call for help
Time to contact the supplier
Time
Emotion

24. Purchase Delay Call for help
Start of the unknown
Time
Emotion
Big unknown

26. Purchase Delay Call for help
Arrived!
Time
Emotion
Big unknown Resolved

27. Time
Emotion

28. Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

29. Customer Journey
Why?
· Positive emotions all the way matter
· Happy customers make for happy service providers
· Happy customers make for easier service delivery

30. What causes these shifts in emotions?
· An unexpected occurrence
· Waiting, a lot of waiting
· No control of what is happening
· Dependent on others
· Lack of information

31. How can we fix that?
· Key factors!
· Guidance & Control
· Communication
· Self-sustaining ecosystem

32. Purchase Delay Call for help
Guidance & Control
Time
Emotion

33. Guidance & Control
· Clear structure, based on customer needs
· Commitment on experience, not the service

34. Guidance & Control
· Control to the customer
· Availability of information
· Partly independent

35. Purchase Delay Call for help
Guidance & Control
Time
Emotion

36. Purchase Delay Call for help
Guidance & Control
Time
Emotion

37. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown

38. Communication
· Use the language of the customer
· Tell them what is going on, always
· People don’t mind waiting

39. Communication
· Provides information to the customer
· Waiting, but less of the unknown

40. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown

41. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown

42. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown Resolved

43. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown Resolved

44. Self-sustaining ecosystem
· Central place for knowledge
· Published guides and solutions
· People don’t mind trying their own fixes

45. Self-sustaining ecosystem
· Active maintenance of knowledge
· Process for maintenance of knowledge
· Publish the knowledge to customers and
colleagues

46. Self-sustaining ecosystem
· Customer is more in control, independent
· Information is readily available
· Less waiting

47. Purchase Delay Call for help
Communication
Time
Emotion
Big unknown Resolved

48. Purchase Delay Call for help
Self-sustaining ecosystem
Time
Emotion
Big unknown Resolved

49. Recap!
· Draw your customer journey!
· Happy customers are easier to work with
· Key Factors
· Guidance & Control
· Communication
· Self-sustaining ecosystem

50. Hungry for Service Exellence, meet me at stand
D82! (cupcake/vistekaartje/…)
Let’s work together towards Service Excellence!
Hungry for Service
Exellence?
Let’s talk!