Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience
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Are you disrupting your industry? If you aren't, then it's happening to you right now. The way to differentiate and win today is through an exceptional customer experience. Learn four key strategies for aligning your business and your employees around your customers.
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Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience
- 1. Disrupt or be Disrupted Deliver an exceptional Customer Experience
- 4. The World Has Gone Digital Largest accommodation provider owns no real estate Largest phone messaging company owns no phones Most popular media owner creates no content World’s most valuable retailer has no inventory World’s largest taxi company owns no taxis World’s largest movie house owns no cinemas
- 5. Industries With Greater Risk of Going Out of Business Source: Global Center for Digital Business Transformation, 2015. Respondents who say the risk of being put out of business increases “somewhat” or “significantly” as a result of digital disruption. Greater Risk Less Risk 17% 49%41% Average
- 6. Closing In on One Smartphone Per Person 5.6 Billion Smartphones, mobile PCs, tablets and mobile routers with cellular connections Smartphone subscriptions 20112010 20132012 20152014 20172016 20192018
- 7. 57% Buyer Behavior Has Changed * Source: McKinsey & Company, 2010. of purchase decision happens before customer calls the supplier. Peer reviews now the most trusted source of information.*
- 8. 80% Businesses Aren’t Keeping Up * Source: Bain & Company, http://bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf of CEOs believe they deliver a superior customer experience…* 8% of their customers agree.*Only 76% of companies don’t have a single view of the customer.
- 9. Transform Align Initiatives Empower Individuals Orchestrate Interactions Deliver Insights
- 11. Align Initiatives: Why This Matters • Customer experience is the last source of sustainable differentiation and the new competitive battleground. – Gartner • 70% of buying is based on how the customer feels they are being treated. – McKinsey • 82% of customers who switch brands do so because of poor service. – Zendesk
- 12. Align Initiatives: Survey Results “Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.” 0% 10% 20% 30% 40% 50% Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree * Source: Survey of attendees at SugarCon 2016 (June 2016)
- 13. • Measure NPS & report at board level • Gauge VoC through regular surveys • Incent departments – not just in CS – against customer satisfaction metrics Align Initiatives: Doing It Well “Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”
- 15. Empower Individuals: Why This Matters • 99% say being connected to a knowledgeable employee is a core element of good customer experience. – American Express • 50% of the time Customer Service reps aren’t able to answer a customer’s question. – American Express • 89% of companies competing mostly on the basis of customer experience today. – Gartner
- 16. Empower Individuals: Survey Results “Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.” 0% 10% 20% 30% 40% 50% Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree * Source: Survey of attendees at SugarCon 2016 (June 2016)
- 17. • Information for all, everywhere • Tailored to the individual • Designed to help them do their jobs better Empower Individuals: Doing It Well “Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”
- 19. Orchestrate Interactions: Why This Matters • Integrated customer journeys can DOUBLE sales year over year. – HBR • 32% of customers who switch brands do so because they are fed up with speaking to multiple agents. – New Voice • 29% of customers who switch brands do so because they are annoyed by a lack of staff knowledge. – New Voice
- 20. Orchestrate Interactions: Survey Results “We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.” 0% 10% 20% 30% 40% 50% Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree * Source: Survey of attendees at SugarCon 2016 (June 2016)
- 21. • Map the customer journey • Identify gaps to close • Leverage CRM workflow automation to coordinate across organizational boundaries Orchestrate Interactions: Doing It Well “We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”
- 22. Deliver Insights
- 23. Deliver Insights: Why This Matters • Customer service agents fail to answer customer questions 50% of the time. – American Express • 70% have suboptimal or no ability to integrate customer data between online and offline sources. – Acxiom • 74% of firms say they want to be “data-driven,” but only 29% are actually successful. – Forrester
- 24. Deliver Insights: Survey Results “Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.” 0% 10% 20% 30% 40% 50% 60% Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree * Source: Survey of attendees at SugarCon 2016 (June 2016)
- 25. • Define a master data strategy • Design/Integrate from the users’ perspective • Focus on information that makes a difference Deliver Insights: Doing It Well “Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”
- 26. In Summary 0% 10% 20% 30% 40% 50% 60% 70% 80% Insight Interactions Individuals Initiatives * Source: Survey of attendees at SugarCon 2016 (June 2016)
- 27. SUGAR How Can Help Get You There
- 28. SugarCRM: Solely Focused On Making Every Customer Relationship Extraordinary Most Adaptable CRM Platform Greatest Business Value Empowers Individuals
- 29. SugarCRM Only Vendor with Positive NPS! CRM – Overall Scores 7.1 6.5 6.2 6.1 6.0 5.8 6.0 SugarCRM Oracle Microsoft Salesforce.com ACT! SAP! Average #1 Overall Satisfaction #1 Technical Support #1 User Recommendation “In A Class By Itself”