Creating effortless omni-channel customer service requires a full organizational commitment. Those companies know for exceptional customer service, such as Nordstrom’s and REI, make serving the customer their organization’s mission. Review this deck to see the 6 strategies to C.R.E.A.T.E. effortless service at your company too. For more. download The Service Council Research Report, Service Transformation: The Business Case - here: http://bit.ly/1SQqCOg

1. C.R.E.A.T.E
SMART &
EFFORTLESS
OMNI-CHANNEL
CUSTOMER SERVICE
Lisa C. Teore
Sr. Director Audience Marketing
SAP

2. 6 STRATEGIES FOR EFFORTLESS OMNICHANNEL SERVICE
1. CEO &
CULTURE
6. EFFORTLESS
3. EMERGING
CHANNELS
4. AGILITY2. REVENUE
5. TECHNOLOGY

3. 1. CEO & CULTURE
 “IT STARTS AT THE TOP”
 IT’S RAISON D’ETRE OF EVERY ORGANIZATION: TO
SERVE THE CUSTOMER1.
 IT IS SO BASIC, SO SUBTLE, AND YET SO POWERFUL1
Is serving the customer your company’s raison d’etre?
1. Michael Moaz - Gartner

4. 2. REVENUE
 START WITH THE END IN MIND.
 74% OF CUSTOMERS HAVE SPENT MORE MONEY WITH A COMPANY
DUE TO POSITIVE CUSTOMER SERVICE
 60% OF CUSTOMERS HAVE STOPPED A TRANSACTION DUE TO POOR
SERVICE
 CUSTOMER GOODWILL IS THE ONLY ASSET YOUR COMPETITION
CANNOT UNDERCUT.
Is customer service at the heart of your marketing
and the heart of your business?

5. 3. EMERGING CHANNELS
Riddle me this, if grandma can video chat,
shouldn’t your customer service teams?
 CUSTOMERS EXPECT TO INTERACT WITH COMPANIES AND WITH
THE DEVICE THEY WANT.
 THEY WANT TO COMMUNICATE ACROSS MULTIPLE CHANNELS
AND THE BUSINESS TO KNOW THE CONVERSATION IN EACH.
 CUSTOMERS WILL CONTINUE TO DEMAND EFFORTLESS
INTERACTIONS INCLUDING NEW COMMUNICATION CHANNELS
SUCH AS VIDEO CHAT WITH SCREEN SHARING AND ANNOTATION1
1. Kate Leggett, Forrester

6. 4. AGILITY
Service agility is a combination of
knowledge+ empowerment + speed.
 EMPOWER YOUR AGENTS, BRINGING DECISION MAKING POWER
CLOSER TO THE FRONT LINE.
 CUSTOMERS INCREASINGLY EXPECT TO INFLUENCE THE WAYS
ORGANIZATIONS DEAL WITH THEM1.
 TEAMS NEED BE ABLE TO QUICKLY RESOLVE CUSTOMERS’
ISSUES WITH KNOWLEDGE MANAGEMENT AND TEAM
COLLABORATION
1. Institute for Customer Service 2015

7. 5. TECHNOLOGY
Make technology your team’s BFF.
 MOST COMPANIES ARE BEHIND THE CUSTOMERS’ OWN PERSONAL
USE OF TECHNOLOGY.
 INSIGHTS FROM CONNECTED DEVICES WILL TRIGGER PREEMPTIVE
SERVICE AS THE IOT IS NOW BECOMING A BUSINESS REALITY.1
 CEOS AND LEADERSHIP TEAMS WILL INVEST DOLLARS,
TECHNOLOGIES AND PEOPLE INTO CUSTOMER SERVICE IN 2015.2
1. Kate Leggett, Forrester, 2015 2. Blake Morgan, Forbes 2015.

8. 6. EFFORTLESS
 TECHNOLOGY’S INHERENT PROMISE IS TO MAKE THINGS
EASIER
 ENABLE REPRESENTATIVES TO EFFORTLESSLY RESPOND
TO TODAY’S DEMANDING AND BRAND FICKLE
CUSTOMERS.
 OMNI-CHANNEL CUSTOMER SERVICE.
Your agents have a need for speed.
Make it effortless for them.

9. OMNI-CHANNEL OUTPERFORM MULTICHANNEL CENTERS
Source: 1.. Aberdeen: The Smarter Way To Engage Customers Whitepaper 2014
Greater retention
rate1
Greater annual
revenue1
41% 24%
Smart, Omni-channel Customer Service => Happier
Customers => Positive Impact to Revenue
Greater first call
resolution rate1
131%

10. Want to Learn More
About Smart &
Effortless Omni-
Channel Customer
Service?
Subscribe to
The Customer Edge -
www.custedge.com
LEARN MORE
Lisa C. Teore | lisa.teore@sap.com | 650-852-3848 | www.sap.com/customerservice