Customer Service Strategy & Customer Experience

Customer Service Strategy & Customer Experience Integrate organisational culture and services around customer touch points Anand Subramaniam

[object Object],[object Object]

Highlights ,[object Object],[object Object],[object Object],[object Object]

Customer Service Delivery Gaps

Customer Service - Current Challenges Challenges How do customers perceive and evaluate the quality of service delivery? Why discrepancies exist between the perceptions of customers and those of managers? What are managers’ perceptions about quality of service delivery? How can services improve customer service and achieve excellence? Customers’ and managers’ perceptions not integrated into a acceptable service delivery model? How to make a service delivery blueprint and standardise components? How to improve the quality of service delivery?

Service Delivery Gaps ,[object Object],[object Object],[object Object],[object Object],Customer Expectations Management Perceptions of Customer Expectations

Service Delivery Gaps (Contd.) ,[object Object],[object Object],[object Object],[object Object],Management Perceptions of Customer Expectations Service Delivery Specification

Service Delivery Gaps (Contd.) ,[object Object],[object Object],[object Object],[object Object],[object Object],Service Delivery Specification Quality of Service Delivery

Service Delivery Gaps (Contd.) ,[object Object],[object Object],[object Object],[object Object],Quality of Service Delivery Customer Communica-tion

Customer Service Strategy (CSS) – Overview

CSS - Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Key Elements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS - Mechanics Customer Service Objectives Organisation’s vision Customer Service Goals Priorities of the clients– internal & external Industry norms and benchmarks Conduct competitive audit and analysis Customer Service Strategies Analysis of research results (market) Areas identified that require change Implementation Roadmap Prioritised recommendation for changes Outline timing and major deliverables

CSS & Loyalty Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Policy Manual ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Roadmap & Implementation

CSS - Framework Market Research ,[object Object],[object Object],Feed back Customer service centric culture Identify organisation capacity / competency to meet customer needs Map customer services (touch points, moments of truth) Service benchmarks Understand customer profile & preferences Loyalty, preference, retention & referrals Policies & processes Operations Technology Human Resources Communication – Internal & external Products Customer Services Strategy / Roadmap ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Priorities Accessibility Appropriate product terms Policies are flexible & reflect client needs Speed of Service Rapid renewals Shorter wait time Service is prompt Customer Treatment Staff pays personal attention to overall customer experience Preferential Programs Meeting expectations

Desired Outcomes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Pre-Implementation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS – Roadmap Phase 1: Analysis & Preparation Phase 2: Design & Development Phase 3: Pilot Test Phase 4: Roll Out & Transfer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CSS - Phased Implementation Analysis & Preparation Design of Strategy Transfer & Roll Out Pilot Test Evaluation & Follow up Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 1

CSS - Framework Alignment Organisation's Competitive advantages Profile & preferences of target market Customer Service Strategies

Customer Experience Measurement and Framework

Measurement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CEM – Framework Measure Customer Expectations Customer Experience Mapping Blueprint Data Collection Analysis & Reporting Linkage Analysis How will you discover them? How will you use these expecta-tion? ,[object Object],[object Object],Review the underlying processes and flows that support the customer experience Redesign survey instrument Examine how customer experience influences key outcomes like satisfaction and loyalty Customer Experience Measure-ment linked to key business outcomes

Take home message ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service Strategy & Customer Experience

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (20)

Similar to Customer Service Strategy & Customer Experience

Similar to Customer Service Strategy & Customer Experience (20)

More from Anand Subramaniam

More from Anand Subramaniam (20)