great experience in an age of extreme expectation

GREAT EXPERIENCE

IN AN AGE OF

EXTREME EXPECTATIONS

Argyle Customer Care Forum

November 2014

@lithiumtech @tsloboth

Welcome to a world ofextreme expectations

Is hailing a

taxi too

hard?

Is hailing a

taxi too

hard?

THE CHALLENGE

Buyers are forever changed.

Brands compete with a new kind of ‘great’

experience.

Extreme

Expectations

We’re all getting

used to great.

WHAT THIS MEANS

expect a

response from

brands to Tweet73%

expect a response

within an hour72% feel more negative

when not responded

to in timely manner40%

of complaints go

unanswered*70%

*Maritz Research

Customers have

Extreme Expectations

Unresponsiveness Poses Risk

to Revenue & Reputation

THIS IS SERIOUS, FOLKS

Digital as beginning(and middle and end)1

traditional digital mobile

Aware

Researc

h

Buy

Use

Support

Share

physic

al lo

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ocia

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ps

electronic socialphysical digital

customer experience (cx)mobile

experience

pre-sales experience

out of the box experienceproduct experience

support experience

digital experience

ONLY A CLICK AWAY FROM TRUTH

74%will ask for help

online

66%of consumers see the call

center as a last resort

SOURCE: LITHIUM, FORRESTER

54%of purchases by 2017

influenced by digital

Social offers a personal

touch, at scale.2

Context

is King

Think win-win.3

FORRESTER’S VIEW ON GREAT EXPERIENCE

Enjoyable

Easy

Deliver as promised

A GREAT EXPERIENCE GOES BEYOND SAVINGS

Future Revenue

Advocacy

Great Service & Satisfaction

REDUCE SERVICE COSTS

10%reduction in support

costs over

traditional

70%first contact

resolution

rate

DRIVE REVENUE

27%

Customers referred

from the blog have

larger

baskets

20% increased

spending

ADVOCATES ATTRACT SUBSCRIBERS

73%NPS

75%

New subscribersthrough

word of mouth

Now what? Rx

Social channel response:

not optional

INNOCENT AUDIENCE MEMBER

2,230Weekly

Actionable posts

4,094Weekly

Response

volume

524Minutes

Response time

Statistics

Total Mentions 1,502

Likely Actionable 1,406

Responses 1,958

Average TAR 118 minutes

HOW DOES THAT COMPARE?

@UXX

116K

ONE WEEK PERIOD, LAST

WEEK IN OCTOBER

Statistics

Total Mentions 4,094

Likely Actionable 2,230

Responses 626

Average TAR 524 minutes

@FXXXX

200K

Your community exists:

harness it

MoneyExperts

CarEnthusiast

s

Your customers:

give them a mission

GIVE THEM A MISSION

Provide feedback

GIVE THEM A MISSION

Design features & products

GIVE THEM A MISSION

Help other customers

Your budget:

take their lunch money

spent globally on

market research

spent globally on

advertising

$60Bn $500Bn

14%trust

advertising

Source: Edelman Trust Barometer 2014, Nielsen

report they have

a digital strategy

believe their approach

is correct

think they have people

with the right technology skills20%

33%

74%

NOT SURPRISING

Your next move:

come see us

THREE KEY PRODUCTS

SOCIAL CHANNEL RESPONSE BRANDED COMMUNITIESANALYTICS &

KLOUT

Connect Engage Understand

Social

Scorecard

@lithiumtech

GIVE THEM A MISSION

Create content