HPMC 2013 - Oracle
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The document discusses how providing a great customer experience is important for brands, with 73% of consumers valuing friendly customer service and 55% wanting easy access to information. It notes that inconsistent, disconnected experiences lead customers to feel their expectations are not met, and outlines the challenge for brands to provide a consistent, personalized experience across all customer touchpoints from research to purchase to ongoing support.
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HPMC 2013 - Oracle
- 2. Video
- 3. 11,000,000 VIEWS + NO RESPONSE FROM UNITED = -10% STOCK VALUE IN 4 DAYS
- 5. WHAT MAKES CONSUMERS FALL IN LOVE WITH A BRAND? 73% Friendly employees & customer service representatives 55% Easy access to information & support 36% Personalized experiences like knowing what customers have bought in the past 2011 Customer Experience Impact (CEI) Report , by Harris Interactive,
- 6. BRANDS BENEFIT WHEN CONSUMERS ARE HAPPY 86% of customers would be happy to pay 25% more for a better customer experience
- 7. 1% of consumers feel that their expectations for a good customer experience are always met
- 8. WHEN EXPECTATIONS ARE NOT MET BRANDS GET DUMPED 89% of consumers will begin doing business with a competitor following a bad customer experience 50% of customers will give businesses up to a week to respond to a customer service question before they ‘break up’ with the company (stop doing business with them)
- 9. SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter 79% of consumers who shared complaints about poor customer experience online had their complaints ignored 21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds
- 11. THIS IS YOUR CUSTOMER KATIE FROM NOW ON SHE CALLS THE SHOTS
- 12. Video
- 13. A COMPLEX CUSTOMER JOURNEY CUSTOMERS DEMAND A BETTER EXPERIENCE NEED / RECEIVE / MAINTAIN / SELECT PURCHASE RESEARCH USE RECOMMEND Order Online Comparison Site Order Online WEB Chat Call for Info about CONTACT CENTER Add-on Accessories Change Order Visit Retail Store IN-STORE Pickup Local Store Browse Kiosk Catalog CATALOG Select Product Product MOBILE Info Web Search Email Order Confirm w/Rec EMAIL Ask Facebook Friends Ask for Help on Read Reviews Tweet About SOCIAL For Recommendations Community Chat Room Purchase Experience
- 14. THE RESULTS: INCONSISTENT, DISCONNECTED, IMPERSONAL, INEFFICIENT AND TRANSACTIONAL CUSTOMER EXPERIENCE When I clicked the “Chat Now” Why didn’t they send this mobile the agent had no idea of what coupon when I was still in the was in my shopping cart?” CALL CENTER IN-STORE store? Can’t their sales reps Wouldn’t it be nice if they see my web order? SOCIAL WEB rewarded me for all the The Other rep always friends I have referred? knows all my orders. When I go online, I can’t easily MOBILE DIRECT Why can’t I order an item online find what I need. It’s too and pick it up at my local store? complicated to find my best option
- 15. Evaluate Your Organization’s Experience …and where you aspire to be Impact of Experience Customer CX CX CX CX CX 1 2 3 4 5 Disruptive Distant Engaged Loyal Advocate Experience Frustrating Neutral Useful Valuable Meaningful • Difficult, repetitive • Usable • Easy • Convenient • Personal • Inconsistent, • Acceptable • Consistent • Quality • Desirable inaccurate • Low-to-no • Expectations • Expectations met • Expectations • Expectations unmet expectations managed exceeded Business Suffers Survives Competes Differentiates Dominates
- 16. Great Customer Experience in Telco
- 44. DELIVERING GREAT EXPERIENCES THROUGHOUT THE CUSTOMER LIFECYCLE BUY OWN Market & Sell Support & Serve
- 45. Recent Acquisitions Are Driving Oracle CX Leadership November 2010 ATG for Selling Based Experiences June 2011 Fatwire for Marketing Based Experiences July 2011 InQuira for Support Based Experiences October 2011 Endeca for Search Based Experiences October 2011 RightNow for Service Based Experiences June 2012 + Vitrue&Collective Intellect for great Social Media Exp.
- 46. Complete Customer Experience (CX) Framework Only Oracle Delivers an End-to-End Customer Lifecycle Solution Sociale media Mobile Web Sales office Call Center Tablet I S Experience Applications N O S C I Operational Applications I G A H L Data Management T
- 48. Oracle Social Complete, Best-of-Breed, Enterprise Grade Social Employee Engagement Social Social and Marketing Network Monitoring 48 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
- 49. Social Network SHARE AND COLLABORATE Collaborate through real-time conversations and document sharing Share across your business with business application and people feeds Leverage relationships and make them accessible Integrate into your business applications 49 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
- 50. Social Engagement and Monitoring LISTEN AND ENGAGE Understand what is important to your customers Engage with your customers across channels Auto-categorize signals and take action for appropriate business functions 50 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
- 51. Social Marketing BUILD BRANDS ON SOCIAL Establish, build and grow brands via Social Media Increase customer relevance across paid, owned and earned media Integrate social seamlessly to your traditional marketing channels 51 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted
- 52. WHAT DOES A CUSTOMER EXPECT IN A GREAT EXPERIENCE? CONSISTENT VOICE CONNECTED INTERACTIONS PERSONALIZED JOURNEY EFFICIENT SERVICE REWARDING RELATIONSHIP