Why your service management fails -SEE Hungary 2017
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Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement? Benno Richters SEE Hungary 2017
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Why your service management fails -SEE Hungary 2017
- 1. Welcome to SEE Hungary 2017 Benno Richters SEE the future
- 3. Service Excellence Service DeskCustomer Supplier
- 6. TOPdesk world wide in numbers 12 branches 10 countries > 4000 Customers 600 employees Founded in 1992
- 8. Why your Service Management fails SEE the future
- 10. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 11. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 12. Customer Journey · Coworkers in other departments · External companies buying your services · Consumers · Citizens
- 13. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 14. Customer Journey · (Phone) conversation · Email · Webpage · Social Media
- 15. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 16. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 17. Personal Story
- 21. Purchase Order a present at Amazon Time Emotion
- 22. Purchase Delay Delay in delivery Time Emotion
- 23. Purchase Delay Call for help Time to contact the supplier Time Emotion
- 24. Purchase Delay Call for help Start of the unknown Time Emotion Big unknown
- 26. Purchase Delay Call for help Arrived! Time Emotion Big unknown Resolved
- 27. Time Emotion
- 28. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions
- 29. Customer Journey Why? · Positive emotions all the way matter · Happy customers make for happy service providers · Happy customers make for easier service delivery
- 30. What causes these shifts in emotions? · An unexpected occurrence · Waiting, a lot of waiting · No control of what is happening · Dependent on others · Lack of information
- 31. How can we fix that? · Key factors! · Guidance & Control · Communication · Self-sustaining ecosystem
- 32. Purchase Delay Call for help Guidance & Control Time Emotion
- 33. Guidance & Control · Clear structure, based on customer needs · Commitment on experience, not the service
- 34. Guidance & Control · Control to the customer · Availability of information · Partly independent
- 35. Purchase Delay Call for help Guidance & Control Time Emotion
- 36. Purchase Delay Call for help Guidance & Control Time Emotion
- 37. Purchase Delay Call for help Communication Time Emotion Big unknown
- 38. Communication · Use the language of the customer · Tell them what is going on, always · People don’t mind waiting
- 39. Communication · Provides information to the customer · Waiting, but less of the unknown
- 40. Purchase Delay Call for help Communication Time Emotion Big unknown
- 41. Purchase Delay Call for help Communication Time Emotion Big unknown
- 42. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved
- 43. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved
- 44. Self-sustaining ecosystem · Central place for knowledge · Published guides and solutions · People don’t mind trying their own fixes
- 45. Self-sustaining ecosystem · Active maintenance of knowledge · Process for maintenance of knowledge · Publish the knowledge to customers and colleagues
- 46. Self-sustaining ecosystem · Customer is more in control, independent · Information is readily available · Less waiting
- 47. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved
- 48. Purchase Delay Call for help Self-sustaining ecosystem Time Emotion Big unknown Resolved
- 49. Recap! · Draw your customer journey! · Happy customers are easier to work with · Key Factors · Guidance & Control · Communication · Self-sustaining ecosystem
- 50. Hungry for Service Exellence, meet me at stand D82! (cupcake/vistekaartje/…) Let’s work together towards Service Excellence! Hungry for Service Exellence? Let’s talk!