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Customer Satisfaction: Metrics MadeMore HumanSumit R. DeSenior TOPdesk Consultant
SEE the future
“By 2020, customers will manage 85% of theirrelationships without ever interacting with a human.” -
Gartner
“By 2020, customers will manage 85% of theirrelationships without ever interacting with a human.” -
Gartner
Why?Why? Stating theObvious
Stating theObvious
Hello fromthe other
side
Hello fromthe other
side
Winners andLosers
Winners andLosers
Programme
Why? Stating the ObviousHello from the other
side Winners and Losers
WHY?
TRUSTLOYALTY
UNDERSTANDCUSTOMER EXPERIENCE
Stating the Obvious
Survey
Analyse
Improve
Why? Stating the ObviousHello from the other
side Winners and Losers
Why? Stating the ObviousHello from the other
side Winners and Losers
Why? Stating the ObviousHello from the other
side Winners and Losers
Time
-ve
+ve
Customer Satisfaction ProjectV
iew
poin
t
Why? Stating the ObviousHello from the other
side Winners and Losers
The Gulf …
Why? Stating the ObviousHello from the other
side Winners and Losers
Do ordon’t
Why? Stating the ObviousHello from the other
side Winners and Losers
Hello from the other side
Do ordon’t
Questiontime
Why? Stating the ObviousHello from the other
side Winners and Losers
Hello from the other side
Do ordon’t
Questiontime
Resultsday?
Why? Stating the ObviousHello from the other
side Winners and Losers
Hello from the other side
Do or Don’t
Why? Stating the ObviousHello from the other
side Winners and Losers
Question Time
Why? Stating the ObviousHello from the other
side Winners and Losers
Results Day?
Why? Stating the ObviousHello from the other
side Winners and Losers
Do ordon’t
Questiontime
Resultsday?
Why? Stating the ObviousHello from the other
side Winners and Losers
Hello from the other side
Why? Stating the ObviousHello from the other
side Winners and Losers
“employees are expectedto maintain a positivework environment bycommunicating in amanner that is conduciveto effective workingrelationships with internaland externalcustomers, clients, co-workers, management ...”
T Mobile
Winners and Losers
Why? Stating the ObviousHello from the other
side Winners and Losers
Why? Stating the ObviousHello from the other
side Winners and Losers
Do orDon’t
QuestionTime
Why? Stating the ObviousHello from the other
side Winners and Losers
QuestionTime
Why? Stating the ObviousHello from the other
side Winners and Losers
ResultsDay
Why? Stating the ObviousHello from the other
side Winners and Losers
Summary
Why?Why? Stating theObvious
Stating theObvious
Hello fromthe other
side
Hello fromthe other
side
Winners andLosers
Winners andLosers
Questions?
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