Improving the Customer Experience
Pretiums Capabilities, Approach & Results
a premier provider of globally-recognized, cutting-edge sustainable customer service, contact center and sales training, consulting and leadership programsserves both large and mid-cap companies
Commoditization has made differentiation more difficultTraditional industry boundaries are dissolvingCustomers have more power than ever
In order to retain existing customers and attract others away from their competition, companies must deliver on their brand promise by providing an exceptional customer experience where it counts the most the front line.
Improving the Customer Experience is Becoming the Strategic ImperativeCustomer-Facing Employees Must Know How to Deliver the Companys Brand Promise and Create Loyal Promoters
Applying a coat of paint to an old conversation to make it look new is unlikely to generate improved results.
If a companys current customer interactions are not creating loyal customers and producing optimal results, then the nature of the interaction itself must fundamentally change
Better Results Require a Different ApproachAchieving better customer service performance and results (increasing customer loyalty and creating a better customer experience) requires the construction and implementation of an entirely new conversation between the agent and the customer.
Identify and meet the customers practical needsEngage the customer in a way that eliminates emotional barriers and creates emotional buy-in related to the product- or service-related issue (loyalty is driven primarily by the emotional dynamic of the touchpoint)Create a perception of low effort for the customerOwn the callPut the customer at the center of the interaction, not the companys systems and processesGuide the call to optimal value for the customer by intentionally and proactively blending product, system and behavioral skillsClose the call by tying value back to the companyHow Do Agents Create a New Conversation?
is a customized program based on the companys needs and unique challengescreates a new conversation between the companys customer-facing employees and prospective and current customer that will build loyalty and expand and intensify promotionprepares supervisors and quality teams to monitor, coach and create personal accountability for high performance in the new conversationinfuses the companys brand promise into the customer experience
In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint Customer Loyalty Program to call centeragents, supervisors and managers supporting Philips in over 30 countries.Recent Pretium Initiative
Recent ResultsNet Promoter Score (NPS) increases after implementation of the Golden Touchpoint at Philips outsourced call center sites in Europe:Benelux1Phone21.9% increase over 5-month periodEmail15.4% increase over 5-month periodChat58.0% increase over 5-month period
GermanyPhone16.7% increase over 2-month period Email19.9% increase over 2-month period
SpainEmail 3.7% increase over 4-month periodChat39.1% increase over 4-month period
ItalyChat19.4% increase over 4-month period
FrancePhone20.4% increase over 3-month periodEmail71.9% increase over 3-month period
UKEmail21.9% increase over 2-month periodChat18.4% increase over 2-month period
Nordic2Phone13.4% increase over 2-month periodEmail36.6% increase over 2-month period
PolandPhone17.5% increase over 2-month periodEmail89.9% increase over 2-month period
1 Benelux Countries = Belgium, Netherlands and Luxembourg2 Nordic Countries = Denmark, Finland, Norway and Sweden
Organizational CommitmentRobust Assessment and Due DiligenceIdentification of Baseline MetricsProgram CustomizationFacilitationSupervisors/ManagementFront-Line EmployeesPerformance Coaching and CalibrationOnline Support ModulesMeasurement and ReassessmentTypical Golden Touchpoint Engagement
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