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HOW TO BECOME AN EXPERT IN MAPPING THE CUSTOMER JOURNEY презентация
Содержание
- 1. HOW TO BECOME AN EXPERT IN MAPPING THE CUSTOMER JOURNEY
- 2. Nine in ten contact centres do not
- 3. Principal One THERE IS NO STANDARD BLUEPRINT
- 4. While there is no right or wrong
- 5. Principal Two INCLUDE THE VOICE OF THE AGENT
- 6. Tap into your agents’ knowledge. As your
- 7. Principal Three YOUR CUSTOMERS ARE NOT ALL THE SAME
- 8. We’re all different, and so are your
- 9. Principal Four UNDERSTAND ALL POTENTIAL CUSTOMER ROUTES
- 10. Keep in mind a potential customer could
- 11. Principal Five IDENTIFY PAIN POINTS
- 12. Regulations don’t make it easy. A classic
- 13. Principal Six TEST, TEST AND TEST AGAIN
- 14. Make your journey map fit for purpose.
- 15. Mapping the customer journey is just the
Слайд 2Nine in ten contact centres do not have a clear picture
of the customer journey across all channels leading to a disjointed experience for customers.
These six principles will help you to understand the customer journey so that you can create a truly customer-centric contact centre.
Слайд 4While there is no right or wrong way to map the
customer journey, it must meet your organisational needs.
You should:
Think about what success looks like from an internal and external point of view
What outcome will make the customer and business stakeholders happy?
Identify what you can influence to provide the optimal customer experience.
You should:
Think about what success looks like from an internal and external point of view
What outcome will make the customer and business stakeholders happy?
Identify what you can influence to provide the optimal customer experience.
Слайд 6Tap into your agents’ knowledge. As your eyes and ears on
the ground, agents quite often have a unique insight into the nuances of your customer journey.
Agents can often identify significant pain points you may miss and they will increasingly feel more ownership if you use them to shape the experience.
Agents can often identify significant pain points you may miss and they will increasingly feel more ownership if you use them to shape the experience.
Слайд 8We’re all different, and so are your customers. While you can’t
understand every customer as an individual, creating rich personas that are representative of key customer groups will help you personalise the customer experience.
How old are they?
Are they familiar with technology
Are they from different socio-economic backgrounds or cultures?
How old are they?
Are they familiar with technology
Are they from different socio-economic backgrounds or cultures?
Слайд 10Keep in mind a potential customer could have many possible routes
across a number of channels simultaneously by the time they speak to an agent in the contact centre.
Identify the potential needs of the customer at any point in this process and place those needs into the customer journey to mould it around them.
Identify the potential needs of the customer at any point in this process and place those needs into the customer journey to mould it around them.
Слайд 12Regulations don’t make it easy. A classic example of this is
forcing customers to provide their security details numerous times within a single transaction.
Communicate with the customer and tell them exactly why you need these details to prevent it from becoming a recurring inconvenience and help customers to own the experience.
Communicate with the customer and tell them exactly why you need these details to prevent it from becoming a recurring inconvenience and help customers to own the experience.
Слайд 14Make your journey map fit for purpose. Outline and test stressful
scenarios and create measures to help your agents, and in turn, the customer journey - if an agent struggles to fulfil the customer objectives, then the key ‘get help” elements of the experience will fall flat.
Слайд 15Mapping the customer journey is just the first step of many
in creating a truly customer-centric, multichannel contact centre.
The new EvaluAgent report based on a survey of contact centre professionals explores why so many are failing when it comes to multichannel strategies, and explains how you can deliver a truly joined-up experience for your customers.
Read the full report at:
http://www.evaluagent.net/resources/multichannel-maze-report/
The new EvaluAgent report based on a survey of contact centre professionals explores why so many are failing when it comes to multichannel strategies, and explains how you can deliver a truly joined-up experience for your customers.
Read the full report at:
http://www.evaluagent.net/resources/multichannel-maze-report/
