Managing Your Customer - SPLICE Webinar Series

Managing YOUR Customer

#manageCX

HOST: Tracy BradleyDirector, Marketing & Client Care

SPLICE Software

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Joining us today…

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PRESENTER: Tara KellyPresident & CEOSPLICE Software

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AGENDA

Managing Expectations

Managing Relationships

Managing Communication

Managing YOUR Customer

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

- Sam Walton, Wal-mart Founder

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Every time your phone rings, your customers expect someone to pick up.

You’ve got to find a way to manage your customer’s expectations while still being able to manage your business.

You still need to deliver outstanding customer service, make the best use of your time, and sell-sell-sell!

When it comes to managing expectations, a little effort will definitely go a long way.

Managing Customer Expectations

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Managing Customer Expectations

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Customer Expectations + Service Performance

Customer Satisfaction

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A Winning Equation

Managing Customer Expectations

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1.Identify Key Customer Expectations: understand what’s important and what’s not to your customers

2.Establish Rules of Engagement for Service Performance: clearly define how and when to interact with them based on their actions

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Managing Customer Relationships

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Regardless of the product or service you provide, customers will not stay loyal on a long-term basis unless you…

Treat them properly in their interactions:•Before•During•After

Managing Customer Relationships

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Building Effective Customer RelationshipsCommunicate Effectively: use every channel available

Managing Customer Relationships

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Building Effective Customer RelationshipsMeasure Customer Service: identify KPI’s and measure

Managing Customer Relationships

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Building Effective Customer RelationshipsGather Continuous Feedback: put processes in place to gather information at every opportunity / surveys

Managing Customer Relationships

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Building Effective Customer RelationshipsUse Technology: develop an effective database of customer information; examine new ways to collect and maintain information

Managing Customer Relationships

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Building Effective Customer RelationshipsMaintain Legal Compliance

Managing Customer Relationships

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How you communicate with your customers can MAKE or BREAK your relationships with them.

Managing Customer Communication

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Take advantage of every interaction Build trust and increase loyalty Deliver personalized, relevant communications

It’s all about the customer conversation…

Managing Customer Communication

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How are people having conversations today?

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Managing Customer Communication

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Managing Customer Communication

How are people having conversations today?

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Managing Customer Communication

How are people having conversations today?

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Managing Customer Communication

How are people having conversations today?

#manageCX

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Managing Customer Communication

How are people having conversations today?

#manageCX

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Managing Customer Communication

How are people having conversations today?

#manageCX

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Managing Customer Communication

How are people having conversations today?

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Managing Customer Communication

How are people having conversations today?

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Preference Management(tying it all together)

Managing Customer Communication

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Personalized Communications

Relevant Content / Incentives

Preferred Channels

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How SPLICE does it…

The SPLICE Dialog ControllerTM can help companies understand their customers and

create, safe & compelling marketing campaigns.

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DATARULES

PREFERENCES

COMPLIANCE

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Customer Preference Centers

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The Key

BUILDING TRUST WITH YOUR CUSTOMERS

The key to all of this is building trust with your customers.

If you are able to create raving fans, your marketing will manage itself.

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Manage, Market, Measure

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Measure

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THANK YOU!

Tara KellyPresident & CEOtara@splicesoftware.com

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Tracy BradleyDirector, Marketing & Client Caretracy@splicesoftware.com