In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.

2. VOC DATA ANALYSIS
TREND 1:

3. AMPLIFIED TO NEW HEIGHTS THANKS TO
THE VOICE OF THE CUSTOMER HAS
SMARTPHONES & SOCIAL

4. SPEECH, & PREDICTIVE ANALYTICS TO
DECODE REAL-TIME EXPERIENCES
IN 2014, MORE COMPANIES WILL USE TEXT

5. CREATING A
TREND 2:
CUSTOMER CENTRIC
CULTURE

6. 12 SIMPLE THINGS
1. Get to know the people!!!
2. Lunch & Learns
3. Mentoring Program
4. LOTS & LOTS of Events
5. Leadership Training
6. Promotion Dinners
7. A library of great books
8. Toast Master Lunches
9. Exit Interviews
10. Innovation Team
11. Contests
12. Respect
“The emotional commitment an employee has to the organization and its
goals, resulting in the use of discretionary effort.”
EMPLOYEE ENGAGEMENT
- Kevin Kruse

7. A SHIFT AWAY FROM THE
TREND 3:
NET PROMOTER SCORE

8. CUSTOMER EXPERIENCE
3 WAYS TO MEASURE
CSAT NPS CES
One simple question: “On a 1
to 5 scale, how much effort
did you personally put forth
to handle your request?”
Many mildly satisfied or mildly
dissatisfied customers don't
tend to complete surveys
Industry is struggling with how
best to make decisions off of a
single metric. For example,
what does a score of 7 mean
and feel like for to the
customer? Why is it a 7?

9. FIRST TOUCH RESOLUTION
TREND 4:
VIA SELF SERVICE

10. CONNECTED TO PHYSICAL THINGS.
DEVICES WILL BE WIRELESSLY
BY 2020, MORE THAN 30 BILLION
-ABI Research

11. CAPITALIZE ON THE
TREND 5:
MOMENTS OF TRUTH

12. LOOK AT THE CUSTOMER JOURNEY
FROM AN EMOTIONAL PERSPECTIVE
Create memorable customer experiences by
focusing on the moments that matter most

13. LEVERAGE CUSTOMER
TREND 6:
INSIGHTS TO PERSONALIZE
“E”-XPERIENCES

14. WITH CULTURE OF MULTI-TASKERS
WE’VE BECOME IMPATIENT
WE WANT SMART
INTERACTIONS

16. WHAT WOW MEANS TO US
You created an off-the-charts, remarkable, amazing
experience that directly affected someone’s day. You
went above what was expected. You turned a first-
time customer into a lifelong customer.
When the customer hung up the phone with you, they
said “WOW, that was the best customer experience
I have ever had” and that customer now continues to
re-tell that story to their friends because you did
something extraordinary for them.

17. TEXT MESSAGE &
TREND 9:
MOBILE ANALYTICS

18. THE RISE OF
TREND 10:
VISUAL IVRS

19. THANK YOU!
Connect with us:
www.Dialogue-Marketing.com