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Managing YOUR Customer
#manageCX
HOST: Tracy BradleyDirector, Marketing & Client Care
SPLICE Software
2 @Tktechnow
Joining us today…
#manageCX
PRESENTER: Tara KellyPresident & CEOSPLICE Software
3
@Tktechnow
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
#manageCX
4
@Tktechnow
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
#manageCX
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Managing Customer Expectations
#manageCX
Customer Expectations + Service Performance
Customer Satisfaction
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A Winning Equation
Managing Customer Expectations
#manageCX
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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@Tktechnow
Managing Customer Relationships
#manageCX
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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
#manageCX
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Building Effective Customer RelationshipsCommunicate Effectively: use every channel available
Managing Customer Relationships
#manageCX
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Building Effective Customer RelationshipsMeasure Customer Service: identify KPI’s and measure
Managing Customer Relationships
#manageCX
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Building Effective Customer RelationshipsGather Continuous Feedback: put processes in place to gather information at every opportunity / surveys
Managing Customer Relationships
#manageCX
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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
#manageCX
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Building Effective Customer RelationshipsMaintain Legal Compliance
Managing Customer Relationships
#manageCX
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How you communicate with your customers can MAKE or BREAK your relationships with them.
Managing Customer Communication
#manageCX
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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
#manageCX
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How are people having conversations today?
@Tktechnow
Managing Customer Communication
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Managing Customer Communication
How are people having conversations today?
#manageCX
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@Tktechnow
Preference Management(tying it all together)
Managing Customer Communication
#manageCX
Personalized Communications
Relevant Content / Incentives
Preferred Channels
@Tktechnow
How SPLICE does it…
The SPLICE Dialog ControllerTM can help companies understand their customers and
create, safe & compelling marketing campaigns.
#manageCX
DATARULES
PREFERENCES
COMPLIANCE
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@Tktechnow
Customer Preference Centers
#manageCX
@Tktechnow
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.
#manageCX
@Tktechnow
Manage, Market, Measure
#manageCX
Measure
@Tktechnow
THANK YOU!
Tara KellyPresident & [email protected]
#manageCX
Tracy BradleyDirector, Marketing & Client [email protected]