Improve Customer Satisfaction Carolyn Blunt BSc(Hons) FCIPD - PowerPoint PPT Presentation

Jun 18, 2023 •351 likes •478 views

The Best Ways To Improve Customer Satisfaction Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk EXPERIENCE EMPOWERMENT CSAT EXPECTATIONS EFFORT Carolyn Blunt www.real-results.co.uk EMPOWERMENT

The Best Ways To Improve Customer Satisfaction Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk
EXPERIENCE EMPOWERMENT CSAT EXPECTATIONS EFFORT Carolyn Blunt www.real-results.co.uk
EMPOWERMENT EXPERIENCE CSAT is a simple summary of how a customer feels about a specific contact /purchase/service, and is heavily influenced by the interaction with advisor EXPECTATIONS EFFORT Carolyn Blunt www.real-results.co.uk
Experience  KNOWLEDGE – KM SYSTEM, TECH, TRAINING  HELPFULNESS – ATTITUDE, FLEXIBILITY, WILLINGNESS  ENGAGEMENT – INTEREST, RAPPORT, LISTENING, PERSONALISATION Carolyn Blunt www.real-results.co.uk
Personalising the customer experience 1. Develop customer profiles 2. Encourage flexibility 3. Give customers choices 4. Evaluate the corporate culture of the contact centre 5. Empower advisors Carolyn Blunt www.real-results.co.uk
Do you WANT to like and help the customer? Carolyn Blunt www.real-results.co.uk
Are you ALLOWED to help the customer? Carolyn Blunt www.real-results.co.uk
EMPOWERMENT Are your advisers liberated to do the right thing? Can they just say ‘yes’? Can they have ideas and put them into action to make things better? Carolyn Blunt www.real-results.co.uk
Blackberry in Barbados Carolyn Blunt www.real-results.co.uk
Effort Easy to do business with you Adviser’s take the legwork out of the interaction Omni-channel – total journey join-up, allowing pro-active outbound if needed Visible interaction history Caller id and routing Service attitude Carolyn Blunt www.real-results.co.uk
Expectations Trained to manage customer expectations Under promise, over deliver Effective language Assertiveness Influencing Skills “The Human Touch” “Conversation Management” “Personal Resilience” Carolyn Blunt www.real-results.co.uk
Want more? To ACCESS MORE FREE TIPS COVERING ASSERTIVENESS & INFLUENCING TIPS, worth £850 : email Carolyn@real-results.co.ukSUBJECT LINE: FREEBIES! @carolynblunt Email: carolyn@real-results.co.uk Carolyn Blunt www.real-results.co.uk

Recommend

Top tips for customer retention whos really your most valuable customer? Charlotte Lewis

Top tips for customer retention whos really your most valuable customer? Charlotte Lewis & Rob Willis In 20 minutes you will learn how to... Improve customer retention Maximise the potential of your customer data Segment

294 views • 10 slides

WILLINGNESS TO P A Y? Using gamification to improve the cognitive validity of willingness to

WILLINGNESS TO P A Y? Using gamification to improve the cognitive validity of willingness to pay research Elaine Erskine 29/11/2018 Strategic Customer Research and Assurance Manager PR19 CUSTOMER RESEARCH AND ENGAGEMENT PR14 CUSTOMER

111 views • 10 slides

Find Your Voice: Using Data & AI to Improve Customer Experience Tara Kelly, President &

Session 374 Find Your Voice: Using Data & AI to Improve Customer Experience Tara Kelly, President & CEO Sherif Gemayel, President #IASA2018 1 Agenda Challenges for Consumers in Customer Experience Challenges for Insurers in

638 views • 34 slides

Using Proc Logistic to Improve Customer Retention Luke Furlong Assurant Health Reference SAS

10/28/2013 Using Proc Logistic to Improve Customer Retention Luke Furlong Assurant Health Reference SAS Course: Survival Data Mining: Predictive Hazard Modeling for Customer History Data. Will Potts. 1 10/28/2013 The Problem Assurant

112 views • 10 slides

Real Time Coaching to Intelligence from Customer Interactions Improve Agent Effectiveness

Real Time Coaching to Intelligence from Customer Interactions Improve Agent Effectiveness Presente r photo Presente r photo Intelligence from Customer Interactions Why Insightful Data and Timing Matter Use speech and text analytics to

606 views • 13 slides

Predicting Customer Purchase to Improve Bank Marketing Effectiveness Group 6 Sandy Wu, Andy

Predicting Customer Purchase to Improve Bank Marketing Effectiveness Group 6 Sandy Wu, Andy Hsu, Wei-Zhu Chen, Samantha Chien Business Goal Problem Business Goal Stakeholders Re-calling wrong customers Improve marketing

128 views • 10 slides

A Description: crutch design to improve stability when ascending and descending stairs Customer:

Presented by Jason Ma Mockup Review A Description: crutch design to improve stability when ascending and descending stairs Customer: short-term injury crutch users Market: assistive rehabilitation products Proposed Cost: $30 Product Overview A

359 views • 11 slides

Win-Win-Win How Fujifilm uses RxMS to improve machine performance, lower costs, and improve

Win-Win-Win How Fujifilm uses RxMS to improve machine performance, lower costs, and improve customer satisfaction Neil Johnson VP Fujifilm Technical Solutions & Support Value Added Vendor Partnership Fujifilm Graphic Systems Market

753 views • 44 slides

Data Reimagined WawA provides the actionable insights that can help companies to improve customer

Data Reimagined WawA provides the actionable insights that can help companies to improve customer retention. A Goombay Smash Presentation The Problem Unnoticed Comments / Reviews Negative reviews and / or comments can greatly damage a

682 views • 10 slides

Smarter Proof of Delivery Accelerate processing and improve the customer experience AGENDA

Smarter Proof of Delivery Accelerate processing and improve the customer experience AGENDA Introducing Objectif Lune Existing situation Introducing the OL approach to Smarter POD Use Case Video Demo Our offices

394 views • 26 slides

WORK BETTER customer service Rhode Island Department of Environmental Management STRATEGIC

MAKING adopting lean GOVERNMENT principles to improve WORK BETTER customer service Rhode Island Department of Environmental Management STRATEGIC apply lean principles to make key DEM processes more efficient and to improve PRIORITIES the

391 views • 8 slides

Improve up time. of the peoples in the industry. Reduce cost to our customers. By providing our

Our Vision is: Our Mission: Improve customer tooling life Our Mission is to provide Good Enhance quality of stamping product. Quality Services which satisfy the needs Improve up time. of the peoples in the industry. Reduce cost to our

240 views • 20 slides

Getting the Most Out of CRM in Social Housing Richard Lyon PMO Project Manager Why? - The

Getting the Most Out of CRM in Social Housing Richard Lyon PMO Project Manager Why? - The Riverside CRM Vision Improve the Provision of Customer Service Delivery & The Customer Experience Why does Riverside need a CRM? Avoid Customer

77 views • 7 slides

EXPERIENCE COMMUNITIES ENSURE EQUAL ACCESS FOR ALL 2 AFC2: MECHANICS Pay with phone,

AFC2 : THE NEXT GENERATION OF MBTA FARE COLLECTION MBTA CUSTOMER TECHNOLOGY SUMMER 2016 FARE COLLECTION: VISION IMPROVE THE IMPROVE BUS CUSTOMER SPEEDS IN CORE EXPERIENCE COMMUNITIES ENSURE EQUAL ACCESS FOR ALL 2 AFC2: MECHANICS

376 views • 20 slides

CUSTOMER SATISFACTION (Part 2) Michael Gray Ultra Communications www.UltraASP .net Why

5 GREAT WAYS TO IMPROVE CUSTOMER SATISFACTION (Part 2) Michael Gray Ultra Communications www.UltraASP .net Why customer satisfaction is so important Almost 70% of the 70% of complaining identifiable reasons why customers will do business

599 views • 11 slides

5 Clever Ideas to Improve Contact Centre Efficiency Frank Sherlock Presente VP, International

5 Clever Ideas to Improve Contact Centre Efficiency Frank Sherlock Presente VP, International Markets Intelligence from Customer Interactions r photo Presente r photo What We Do Extract insight from unstructured customer interactions

453 views • 10 slides

Amplify Earnings Customer Increase Cut Costs Customer per Retention Sales Value Customer

Grow Amplify Earnings Customer Increase Cut Costs Customer per Retention Sales Value Customer THE WORLDS BEST TRAVEL SAVINGS MEMBERSHIP Trials Marketing & Promotions Advertising (Test Results) Post-Sale Direct Loyalty

593 views • 17 slides

Customer Experience Customer Excellence 8 th May 2019 Guangzhou 1 2 Agenda Customer Experience

CIVIL AVIATION SUMMIT 2019 The Future of Customer Experience Customer Excellence 8 th May 2019 Guangzhou 1 2 Agenda Customer Experience WHY its important and WHAT it ISNT What have we made our CORE? Its Time for a Paradigm Shift

676 views • 20 slides

AFC2: The next generation of MBTA fare collection MBTA Customer Technology Summer 2016 Fare

AFC2: The next generation of MBTA fare collection MBTA Customer Technology Summer 2016 Fare collection: vision Improve Customer Experience: easy, fast, flexible, expandable and proven Easy To Use: payment standardized across Bus,

523 views • 16 slides

DISC- Improv to Improve DISC- Improv to Improve DISC- Improv to Improve DISC- Improv to Improve

DISC- Improv to Improve DISC- Improv to Improve DISC- Improv to Improve DISC- Improv to Improve DISC- Improv to Improve DISC Personally I am very fond of strawberries and cream, but I have found that for some strange reason, fish prefer

270 views • 6 slides

LCBO Customer Insights for Sale Customer Insights & CRM Pam Lawson May 27, 2016 Customer

LCBO Customer Insights for Sale Customer Insights & CRM Pam Lawson May 27, 2016 Customer Insights Analytics Capabilities The Relationship In 1999, LCBO introduced Air Miles rewards as a value- added feature Highest

551 views • 36 slides

Customer Service vs. Customer Experience Customer Service from the lens of Donor Cultivation

Customer Service vs. Customer Experience Customer Service from the lens of Donor Cultivation Presented by: Lorie Coachman Valencia College How we connect with donors Cultivation Stewardship & Donor Relations The process of implementing

362 views • 11 slides

121 to Many Customer Engagement Customer Experience Management Challenge 80% CEOs think

121 to Many Customer Engagement Customer Experience Management Challenge 80% CEOs think they provide but only 8% of a superior service consumers agree (Bain & Co) Organizational Customer CX Capabilities Expectations To

537 views • 14 slides

CUSTOMER SERVICE readysetpresent.com PROGRAM OBJECTIVES Customer Service Program Objectives ( 1

CUSTOMER SERVICE readysetpresent.com PROGRAM OBJECTIVES Customer Service Program Objectives ( 1 of 2 ) Learn to identify and analyze customer needs and problems. Recognize the most common reasons for customer complaints. Discover techniques

1.99k views • 171 slides