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Customer Interaction

Consistency in customer interactions and continuous improvement are important factors for customer experience. Customers consider experience crucial for purchasing decisions. Those with best experiences spend more. Many customers expect real-time responses and interactions. Common pain points include multiple follow ups needed for service requests and lack of real-time reporting. Strategies for customer success include understanding requirements, responding promptly, setting realistic expectations, standardizing processes, automating tasks, and utilizing reports for insights. The overall feedback loop involves collecting, analyzing, and implementing feedback to regularly update systems.

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58 views37 pages

Customer Interaction

Consistency in customer interactions and continuous improvement are important factors for customer experience. Customers consider experience crucial for purchasing decisions. Those with best experiences spend more. Many customers expect real-time responses and interactions. Common pain points include multiple follow ups needed for service requests and lack of real-time reporting. Strategies for customer success include understanding requirements, responding promptly, setting realistic expectations, standardizing processes, automating tasks, and utilizing reports for insights. The overall feedback loop involves collecting, analyzing, and implementing feedback to regularly update systems.

Uploaded by

engr.rohitb
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Consistency in

customer
interaction and
the need for
continuous
improvement
The Impact
Consistency in • 73% of consumers consider customer
customer experience a crucial factor in their
interaction and purchasing decisions – PwC
• Customers who had the best past
the need for
continuous experiences spend 140% more compared
improvement to those who had the poorest experience
– Harvard Business School
• 64% of consumers and 80% of business
buyers expect companies to respond to
and interact with them in real time -
Salesforce
CUSTOMER PAIN POINTS
CUSTOMER PAIN POINTS - CHALLENGES WITHIN
CUSTOMER PAIN POINTS - CHALLENGES WITHIN

34%
Service requests
require multiple
follow ups
CUSTOMER PAIN POINTS - CHALLENGES WITHIN

34%
Service requests
require multiple
follow ups

29%
Process not
fully
covered by
IT
CUSTOMER PAIN POINTS - CHALLENGES WITHIN

34%
25% Service requests
require multiple
Lack real-
follow ups
time
operative
reporting
29%
Process not
fully
covered by
IT
CUSTOMER PAIN POINTS - CHALLENGES WITHIN

15%
Others
34%
25% Service requests
require multiple
Lack real-
follow ups
time
operative
reporting
29%
Process not
fully
covered by
IT
CUSTOMER SUCCESS - STRATEGIES

15%
Others 34%
Service requests
25% require multiple
Lack real-time
follow ups
operative
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

15%
Others 34%
Service requests
25% require multiple
Lack real-time
follow ups
operative
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

Responding promptly, proactive in addressing


concerns, keeping informed creates trust

15%
Others 34%
Service requests
25% require multiple
Lack real-time
follow ups
operative
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

Responding promptly, proactive in addressing


concerns, keeping informed creates trust

Promises achievable & align within capabilities,


realistic expectation

15%
Others 34%
Service requests
25% require multiple
Lack real-time
follow ups
operative
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

Responding promptly, proactive in addressing


concerns, keeping informed creates trust

Promises achievable & align within capabilities,


realistic expectation

15% Standardizing process scripts & adhering to


Others 34% timelines set to tasks
Service requests
25% require multiple
Lack real-time
follow ups
operative
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

Responding promptly, proactive in addressing


concerns, keeping informed creates trust

Promises achievable & align within capabilities,


realistic expectation

15% Standardizing process scripts & adhering to


Others 34% timelines set to tasks
Service requests
25% require multiple
Lack real-time
follow ups Automating redundant tasks to reduce wait time,
operative
utilizing and integrating APIs for processes
reporting 29%
Process not
fully covered
by IT
CUSTOMER SUCCESS - STRATEGIES
Taking time to understand their requirements
preferences and expectations.

Responding promptly, proactive in addressing


concerns, keeping informed creates trust

Promises achievable & align within capabilities,


realistic expectation

15% Standardizing process scripts & adhering to


Others 34% timelines set to tasks
Service requests
25% require multiple
Lack real-time
follow ups Automating redundant tasks to reduce wait time,
operative
utilizing and integrating APIs for processes
reporting 29%
Process not
fully covered Regularizing reports, provides better insights and
by IT
promotes data driven decision making
THE OVERALL PROCESS
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE Understand the areas of dissatisfaction
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE Understand the areas of dissatisfaction
SYSTEMS REGULARLY & PLAN
Issues to be resolved – prompt & effective
04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE Understand the areas of dissatisfaction
SYSTEMS REGULARLY & PLAN
Issues to be resolved – prompt & effective
04
STEP
Training programs – service quality improvement
TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
CSAT – Understand customer satisfaction with a
STEP 01 02
STEP
particular transaction / experience
ASK FOR COLLECT
FEEDBACK FEEDBACK
Calculated in the range of 1-5, 1-7, 1-10

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE Understand the areas of dissatisfaction
SYSTEMS REGULARLY & PLAN
Issues to be resolved – prompt & effective
04
STEP
Training programs – service quality improvement
TRAIN &
Tailored – personalized interaction
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN Strategize to convert detractors to promote

04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN Strategize to convert detractors to promote

Going an extra mile to address issues


04
STEP

TRAIN &
IMPLEMENT
CUSTOMER FEEDBACK LOOP
STEP 01 02
STEP NPS – Customer loyalty and likelihood to promote

ASK FOR COLLECT


FEEDBACK FEEDBACK

CUSTOMER
FEEDBACK LOOP
STEP 05 03
STEP
How to improve?
UPDATE KNOWLEDGE
MANAGEMENT ANALYZE
SYSTEMS REGULARLY & PLAN Strategize to convert detractors to promote

Going an extra mile to address issues


04
STEP
Feedback loop to act on Customer concerns
TRAIN &
IMPLEMENT
HOW ?
1.
Prioritize your
customer and
keep promises
HOW ?
1. 2.
Prioritize your Set clear
customer and expectations for
keep promises customers
HOW ?
1. 2. 3.
Prioritize your Set clear Training our
customer and expectations for Employees to
keep promises customers understand &
handle
HOW ?
1. 2. 3. 4.
Prioritize your Set clear Training our Standardize the
customer and expectations for Employees to processes
keep promises customers understand &
handle
HOW ?
1. 2. 3. 4.
Prioritize your Set clear Training our Standardize the
customer and expectations for Employees to processes
keep promises customers understand &
handle
5.
Take feedback
and rectify
mistakes
Got Questions?

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