can omnichannel retail be (really)customer centric?
TRANSCRIPT
Enabling Customer Centricity, one transaction at a time, one customer at a time, one employee at a time.
Solu
tion
s
All
the
feat
ure
s yo
u n
eed
to e
ng
age
you
r cu
stom
ers
and
mak
e th
eir
feed
bac
k u
sefu
l!
Customer Portfolio
● 4 Countries (GR,CY,BG,RO)
● 6 Retail Industries (Omnichannel, Food, Travel, Banking, Insurance, Energy)
Gen-Zs feel like talking (more)
Source: Global Web Index, Q4 2020, Online purchase journey across generations
It is the promise of this human interaction that customers are willing to pay a premium for and may also fend off the urge for customers to go price-shopping
““
Feedback Challenges YOU are facing
“It is hard to setup feedback, I am not sure what to ask and how” “feedback is the same
with complaint, I already have enough of it”
“Customers don’t care to give feedback” “I do get a feedback report
once per year, what more should I do?”
“I cannot ask stores to collect feedback, they are
there to sell” “Feedback needs people and we are already packed
with tasks”
What are the important moments?
Browsing the e-shop
Checkout moment
Online Moments
Store Pick Up
In - Store Services
In Store Moments
Offline Purchases
Home Delivery
Returns
At Home Moments
On the moment Right after the moment
After Delivery Feedback
Primary KPIs NPS, CSAT
Customer Performance Indexes (CPIs)
Shipping time,
Condition of Products,
Packaging,
Customer Service
Customer HappinessActual vs Expectations,
Would you buy again?
Open Text Tell us anything
Consumers Do Engage
18%Our Average
Response Rate for named responses
8-10%
Market Average Response Rate you can get by sending emails
22%The Engagement
Rate is high, proving that
customers will act
● No Single View of the Customer
● Siloed Data, not accessible from the organization
● No insights that can lead to action
● No time to analyze and provide guidance
● Customer’s identity cannot be resolved across the journey
Break silos
“When employees are accountable for CPIs they are motivated to help customers achieve the
customer’s desired outcome”
Alignment with your people
Democratizing Feedback works!
Source: e-satisfaction.com Data,
When more users have access to feedback, NPS is better!
Customer feedback calls for action, this is what our alerts panel is doing, converts feedback to tickets
Configurable status to track progress
Notes are taken where each ticket is managed
Segments are marking each ticket for better
prioritizing
Outbound customer service….made easy
Each
laye
r h
as d
iffe
ren
t n
eed
s
C-Levels and Directors
Needs a holistic view and KPIs
Customer Facing Teams
Need actions
ManagersNeed control
C- Level Management
● CX dashboard that management will use to see what experience is being provided across the organization
● Monthly report with key CX metrics that demonstrate how CX is trending across the organization
● Instantly bring voice of the customer to every level of organization and build a customer centric culture
Different views for different rolesField Operations
● Store level CX metrics with the inclusion of private organization benchmark
● Ticketing panel where individual customers’ feedback is managed and actions are taken
● e-mail alerts that helps prioritization when something goes wrong
Key dimensions of their experience
● Products: Prices and Variety of
products
● Service: Courtesy of Employees,
Service Time, Knowledge of Products
● Store: Store atmosphere
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