Using Natural Language to Improve the Customer Self Service Experience Creating a Compelling Customer Buying Experience

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  • Using Natural Language to Improve the Customer Self Service Experience Creating a Compelling Customer Buying Experience

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Session Overview

    Topics:Changing face of the consumerDriving change in sales designWhat the consumer expects from the buying experience.Strategies for implementing a demand-driven sales environment.

    Speaker:John KonczalGlobal Industry DirectorCommunications and MediaSterling Commercejohn_konczal@stercomm.com

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    The Age of the Professional ConsumerTraits of the ProsumerTime moves fasterSelects on informationSeeks digital processesPlace and distance dont matterAvoid bricks and mortarUses the Web for communication

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    A Mediocre Customer ExperienceForrester ResearchCustomer Experience Satisfaction By Industry & Channel

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    What Makes A Difference to Todays Consumer?Access to InformationProactive NotificationFlexibilityConvenienceAvailabilityPersonalization

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Consumers Want InformationSTERLING COMMERCE SURVEYWHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Access to InformationClear and Detailed Product, Offer, & Pricing InformationSearch OptimizationContent MapsUsable Navigation

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Value Added Use of InformationGuided Order ConfigurationCompatibly AssurancesProduct/Service ComparisonsPromotion PresentationPurchase Optimization

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Cross-Channel is the DifferentiatorSTERLING COMMERCE SURVEYWHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Cross-Channel ScenariosConsumer begins shopping online, but calls the call center to ask questions and complete the orderConsumer begins shopping online, but goes to the store to ask questions and complete the order

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Value of Cross Channel to the ConsumerSTERLING COMMERCE SURVEYWHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Typical Monolithic Sales Environment Call Center CustomerPortal Call Center CustomerPortal Call Center CustomerPortal Tightly CoupledSales/Ordering System Tightly CoupledSales/Ordering System Tightly CoupledSales/Ordering System Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Service Fulfillment / Delivery SystemsDelivery/ProvisioningServicingOrderingFulfillmentMobilityResidentialBusiness

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Cross-Channel Selling Environment Call Center CustomerPortal Call Center CustomerPortal Call Center CustomerPortal CROSS-CHANNELSELLING Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Service Fulfillment / Delivery SystemsDelivery/ProvisioningServicingOrderingFulfillmentMobilityResidentialBusinessSingle View of AllTransactionsSingleOrderLifecycleTrackingConsolidatedCatalog

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Barriers to Achieving Cross-Channel SellingPeople GapsFor example, commissions and compensationProcess GapsFor example, new process such as in-store pickup.Technology GapsFor example, cross-channel order offer.

    Presentation by: Sterling Commerce

    Presentation by: Sterling Commerce *

    Implications of Cross-Channel SellingThe stakes are high for providers and retailers. It takes only 2.3 negative experiences with a particular provider/retailer to send shoppers to a competitor. It takes 12 good service experiences to overcome a single bad one. 91% of unhappy customers wont buy again from the company that displeased them. 40% of growth and 38% of shareholder value are derived from customer 24 loyalty.Sources: Accenture and White House Office of Consumer Affairs

    Presentation by: Sterling Commerce