customer centricity - topdesk on tour 2015

Join the conversation #ontour15

Customer-CentricityTom Litchfield


Product Person


Why is it important?


89% wants complete transparencyabout the steps in the (sales) process*

*Source: “When Digital Becomes Human”, Steven van Bellghem, 2013. Based on 2750 consumers.


70% wants communication channels that arealways available (self-service applications)


40% prefers self-serviceover human contact whencontacting companies


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


Percentage of Service Delivered


Forms of Self-Service


The world today


Service managementDo we change along with demand?


· Track and trace

· Knowledge and information

· Simple Operations


Track and trace


· Track and trace


· Simple actions


Reservations Management


In short…

· Track and trace

· Information

· Simple transactions


Are we doing the right things?


Ask!

Service

How?Result

Improve


Benefits


Summary:

· Customer focus

· Simple requests, information

· Increase productivity and customer satisfaction


Think Big, Start Small


Thank you for listening

Are there any questions?


View this presentation online onwww.slideshare.net/TOPdesk

Tom Litchfield

[email protected]

customer centricity - topdesk on tour 2015

Business