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Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
FROM
CUSTOMER EXPERIENCE
TO CUSTOMER RELEVANCE
It costs four to 10 times more to attract new customers
than to retain exis...
Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
BREAKING DOWN
THE BARRIERS TO
CUSTOMER-CENTRICITY
Rather than just completing a transaction, they will need to
make every ...
SOME COMPANIES
HAVE SEEN THE LIGHT
...customer interactions become authentic interactions.
...customers are treated the wa...
PERFORMANCE
REDEFINED
Only 34% of employees believe current performance
management approaches effectively support the deli...
FRONTLINE CUSTOMER SERVICE
TRANSFORMED
The relevance of every interaction
Service professionals shouldn’t focus solely on ...
Learn more about how to reinvent your future
frontline service workforce to drive customer
satisfaction and loyalty with o...
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From Lip Service to Customer Service

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The digital age has upended how companies interact with customers. New technologies,
coupled with greater access to information and purchasing options, have ushered in
new customer expectations, preferences and behaviors.

Today’s customers are demanding a new standard of service that provides relevant, satisfying and engaging experiences.

Companies' current customer service models won’t deliver different outcomes. Delivering on the promise of an improved customer experience requires empowering the frontline service professional with new mindsets, skills, and behaviors for the future workforce.

Learn more about how to reinvent your future frontline service workforce to drive customer satisfaction and loyalty with our full report: http://www.accenture.com/LipService

Publié dans : Technologie

From Lip Service to Customer Service

  1. 1. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  2. 2. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 86%of leaders cite customer experience as a strategic priority. Only 23%are moving from words to action. It’s time companies rethink what customer service means to their customers and their future workforce.
  3. 3. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. CUSTOMERS LIVE IN A SUBSCRIPTION ECONOMY They are demanding a new standard of service. Yet year after year, Accenture Strategy Global Consumer Pulse research has revealed that customer frustrations remain remarkably constant. Source: Accenture Global Consumer Pulse Research, 2008-2016
  4. 4. FROM CUSTOMER EXPERIENCE TO CUSTOMER RELEVANCE It costs four to 10 times more to attract new customers than to retain existing ones. The frontline service professional must take the time to understand the customer’s experience — good or bad — as well as how each customer uses the product or service. Then service professionals can make directly relevant recommendations on how to interact better with the product or service. If companies can improve customer retention even slightly, they stand to generate hundreds of millions of dollars in margin improvement Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  5. 5. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. WHAT CAN COMPANIES DO TO KEEP THEIR CUSTOMERS LOYAL?
  6. 6. BREAKING DOWN THE BARRIERS TO CUSTOMER-CENTRICITY Rather than just completing a transaction, they will need to make every interaction meaningful to the customer. Rather than just supporting a product or service, they will need to serve as a company’s brand ambassador, doing everything in their power to deliver on the brand promise. To deliver the relevant and highly satisfying experiences that keep customers engaged, the future workforce of service professionals will need to expand their current roles. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  7. 7. SOME COMPANIES HAVE SEEN THE LIGHT ...customer interactions become authentic interactions. ...customers are treated the way the service professional wants to be treated. ...issue resolution is just the beginning. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Our research revealed that more than half (52%) of customers who stopped doing business with a company would have reconsidered their decision to leave if they had been offered proactive advice or education on the features and benefits of their purchase. They have tossed out customer service scripts and structured processes. By empowering their frontline service professionals with new approaches...
  8. 8. PERFORMANCE REDEFINED Only 34% of employees believe current performance management approaches effectively support the delivery of business objectives. Customer service leaders should simplify their metrics and assess their customer care professionals’ performance against an aggregated score that measures how well the team, collectively, delivers engaging and relevant customer experiences. Gamification — the application of game theory, design and reward mechanisms to boost performance in non-game settings — is a valuable tool that leaders should consider using to drive employee engagement. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  9. 9. FRONTLINE CUSTOMER SERVICE TRANSFORMED The relevance of every interaction Service professionals shouldn’t focus solely on resolving immediate issues. They should use every interaction to educate customers and build long-term loyalty. Behaviors and metrics that truly matter Performance management must be aligned to overarching objectives and employee experiences, not individual metrics. Gamification strategies can accelerate the transition. The characteristics of talent and culture that fuel success Service organization leaders should develop a culture that encourages personal expression and experimentation. Qualities and skills such as judgment, empathy, critical and thinking will be critical to exceeding customer expectations and building enduring relationships. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To create the customer service future workforce that delivers a more valuable customer experience, leaders should focus on three core areas to help accelerate the transition:
  10. 10. Learn more about how to reinvent your future frontline service workforce to drive customer satisfaction and loyalty with our full report: @AccentureStrat Follow us on LinkedIn From lip service to customer service Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

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