How to play to win in the customer experience arena Learn how to deliver a personalized customer experience - without crossing the fine line at http://www.capgemini.com/beyond-the-buzz/insights-driven-customer-experience

1. 5 game rules to play
to win in the customer
experience arena

2. Today’s game rules have changed
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PlaceholdYeoru f’orer Bnaonn elro nger the host
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You’re the
participant

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It’s the customers
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who choose how they want to play

5. Follow these
rules
to win
5
in the customer experience game arena

6. 1
Stop seeing
your customers as targets

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is shifting
to the customers
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The control
of the business-customer relationship

8. How to play to win
Get out of the
CRM mentality
and enter into the spirit
of the VRM game
CRM
VRM

9. 2
Let your customers do the talking

10. Why keep second-guessing?
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How to play to win
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Listen to their conversations
and respond quickly to
serve them better

12. OPPORTUNITY
3
Open for business
in new places

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Do you make it easy for your
customers to get in touch with you?
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Are you on the
same channels as
they are?
CONTACT US

14. How to play to win
Provide new ways
for your customers to engage with you

15. Keep on top your data

16. Unstructured data leads to more potential.
Customers choosing to share
their data with you, is a
privilege not a right.
Treat it wisely
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17. Make it easy for
them to opt out
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How to play to win
Be clear on what
you’ll use the data for
Two golden rules when using
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customers’ personal data

18. Make them an offer
they can’t refuse

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Educate the
benefits
of why your customers
should share their data
with you

20. How to play to win
Offer them something of value
in return before you track or collect information
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Are you ready to play?
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Good luck
In your next game

22. www.capgemini.com
The information contained in this presentation is proprietary.
Copyright © 2014 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
About Capgemini
With almost 140,000 people in over 40 countries, Capgemini is
one of the world's foremost providers of consulting, technology
and outsourcing services. The Group reported 2013 global
revenues of EUR 10.1 billion. Together with its clients, Capgemini
creates and delivers business and technology solutions that fit
their needs and drive the results they want. A deeply multicultural
organization, Capgemini has developed its own way of working,
the Collaborative Business Experience™, and draws on
Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.