customer centricity - topdesk on tour 2015
Post on 07-Apr-2017
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Customer-CentricityTom Litchfield
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Product Person
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Why is it important?
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89% wants complete transparencyabout the steps in the (sales) process*
*Source: “When Digital Becomes Human”, Steven van Bellghem, 2013. Based on 2750 consumers.
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70% wants communication channels that arealways available (self-service applications)
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40% prefers self-serviceover human contact whencontacting companies
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Top 5 Sectors – largest online share 2014
43,3%
59,9%
63%
73,4%
82,5%
Media and entertainment
Package tours
Insurances
Individual plane tickets and accommodation
Tickets for attractions and events
Online Offline
Source: thuiswinkel.org
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Percentage of Service Delivered
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Percentage of Service Delivered
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Forms of Self-Service
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The world today
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Service managementDo we change along with demand?
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· Track and trace
· Knowledge and information
· Simple Operations
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Track and trace
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· Track and trace
· Knowledge and information
· Simple actions
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· Track and trace
· Knowledge and information
· Simple actions
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Reservations Management
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Reservations Management
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In short…
· Track and trace
· Information
· Simple transactions
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Are we doing the right things?
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Ask!
Service
How?Result
Improve
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Benefits
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Summary:
· Customer focus
· Simple requests, information
· Increase productivity and customer satisfaction
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Think Big, Start Small
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Thank you for listening
Are there any questions?
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View this presentation online onwww.slideshare.net/TOPdesk
Tom Litchfield
t.litchfield@topdesk.co.uk
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