Managing Online Customer

Experience

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 Goal For the Business

• To keep highly satisfied customers

• Providing high level customer services

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 Because your customers
don’t care what you know
until they know that you care.

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 Customer Experience Dilemma

Customer experience
experienced by
customers

The customer
experience is created
by businesses

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 Experiencing the Customer
Experience
To increase revenue
70%

To increase customer
satisfaction
36%

To increase brand
loyalty

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 BUSINESS LEADERS APPROACH
• In business world three thins are most
important:

Customer Experience

Brand Advocacy

Customer
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loyalty BBA 304 7
 Business Leaders Approach
To truly understand how
businesses approach the
customer experience, it
is important to consider
the perspective of those
who directly focus on
the business. i.e C-L
executives.

What C-level executives

define as the
ultimate customer
experience objective will not
only reveal the universality
of the customer-centricity
concept but also the
mentality that trickles down
throughout the organization.
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 Business Leaders Approach

29% C-L
executives

21% C-L
executives 8% C-L
executives

4% C-L executives

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 Customer Experience: From design to
Promise
Whether a business
chooses to recognize
customer satisfaction,
brand loyalty or revenue
generation as its core
customer experience
Objective the recognition
is only the first step.

It then must determine

how to create customer
experience that achieves
the desired goal.

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 “Your brand is a promise
sets expectations for
every interaction your
customers have with your
company,” explains IQ
Services’ Mike Burke.”

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 Other Popular Promises

• Other popular core promises include:

 Ppeersrosonnaalilzizaatitoionn//ccuussttoommiizaattiioonn
On human-to-human connections between
brand

Representatives and customers

high-value

Resolutions and efficiency

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 Managing the customer experience

The individuals and departments responsible

for influencing and overseeing the customer
experience will directly—and significantly—
affect the realization of that experience.

The internal and external entities that partner

with the core customer experience group also
contribute immensely to the final experience.
Its dangerous to charge a single deppt for
executing a customer experience.

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 Delivering customer experience

Knowing what is right for customers & valuable

for the business is not as the same as
offering those rights & creating value.

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 Delivering the customer experience
Growth in customer
satisfaction, loyalty and
advocacy are closely aligned
with customer experience
outcomes.

Customer satisfaction and

service level rate high scores
in customer experience
metrics.

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 Customer experience element

Accuracy ,quality of resolution, personal connection

between agents and customers are the three
strongest components of actual interaction.

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 Perfecting the customer experience

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 Connecting to customer

Getting closer to customer,doing right by the

customer,giving the customer what he wants.

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 Methods to acquire the voice of the
customers

• Sur vey 90.6%

• Inbound /
unsolicted 49.5%
Feedback
• Social 41.5%
media
• Changes in 22.6%
purchasing

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 The transforming platform

The research tells that companies need to expand rather

than eliminate the number and types of communication
channels they offer customers.

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 Scaling for success

One minor shift in the scenario ,

will impact the nature of challenges
facing the business

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 Technology as an answer

Technology solutions
represent tools for
challenges and
subsequently
carrying out
established customer
experience
objectives.

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 Online customer experience
pyramid

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