Improving the Customer Experience Pretium’s Capabilities, Approach & Results
<ul><li>a premier provider of globally-recognized, cutting-edge sustainable customer service, contact center and sales tra...
 
<ul><li>Why? </li></ul><ul><li>Commoditization has made differentiation more difficult </li></ul><ul><li>Traditional indus...
<ul><li>Applying a “ coat of paint” to an old conversation to make it look new is unlikely to generate improved results....
<ul><li>Identify and meet the customer ’s practical needs </li></ul><ul><li>Engage the customer in a way that eliminates...
<ul><li>… is a customized program based on the company’s needs and unique challenges </li></ul><ul><li>creates a new conv...
In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint™ Customer Loyalty Progr...
Recent Results Net Promoter Score (NPS) increases after implementation of the Golden Touchpoint™ at Philips outsourced cal...
<ul><li>Organizational Commitment </li></ul><ul><li>Robust Assessment and Due Diligence </li></ul><ul><li>Identification o...
111 West Port Plaza, 6 th Floor St. Louis, Missouri 63146 636.481.5100 pretiumsolutions.com
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Pretium customer experience

Improving the Customer Experience - Pretium's Capabilities, Approach & Results
Published on: Mar 4, 2016
Published in: Business      Education      
Source: www.slideshare.net


Transcripts - Pretium customer experience

  • 1. Improving the Customer Experience Pretium’s Capabilities, Approach & Results
  • 2. <ul><li>a premier provider of globally-recognized, cutting-edge sustainable customer service, contact center and sales training, consulting and leadership programs </li></ul><ul><li>serves both large and mid-cap companies </li></ul>
  • 4. <ul><li>Why? </li></ul><ul><li>Commoditization has made differentiation more difficult </li></ul><ul><li>Traditional industry boundaries are dissolving </li></ul><ul><li>Customers have more power than ever </li></ul><ul><li>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 . </li></ul>Improving the Customer Experience is Becoming the Strategic Imperative Customer-Facing Employees Must Know How to Deliver the Company’s Brand Promise and Create Loyal Promoters
  • 5. <ul><li>Applying a “ coat of paint” to an old conversation to make it look new is unlikely to generate improved results. </li></ul><ul><li>If a company ’s current customer interactions are not creating loyal customers and producing optimal results, then the nature of the interaction itself must fundamentally change … </li></ul>Better Results Require a Different Approach <ul><li>Achieving 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. </li></ul>
  • 6. <ul><li>Identify and meet the customer ’s practical needs </li></ul><ul><li>Engage 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) </li></ul><ul><li>Create a perception of low effort for the customer </li></ul><ul><li>Own the call </li></ul><ul><li>Put the customer at the center of the interaction, not the company ’s systems and processes </li></ul><ul><li>Guide the call to optimal value for the customer by intentionally and proactively blending product, system and behavioral skills </li></ul><ul><li>Close the call by tying value back to the company </li></ul>How Do Agents Create a New Conversation?
  • 7. <ul><li>… is a customized program based on the company’s needs and unique challenges </li></ul><ul><li>creates a new conversation between the company’s customer-facing employees and prospective and current customer that will build loyalty and expand and intensify promotion </li></ul><ul><li>prepares supervisors and quality teams to monitor, coach and create personal accountability for high performance in the new conversation </li></ul><ul><li>infuses the company’s brand promise into the customer experience </li></ul>
  • 8. In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint™ Customer Loyalty Program to call center agents, supervisors and managers supporting Philips in over 30 countries. Recent Pretium Initiative
  • 9. Recent Results Net Promoter Score (NPS) increases after implementation of the Golden Touchpoint™ at Philips outsourced call center sites in Europe: Benelux 1 Phone 21.9% increase over 5-month period Email 15.4% increase over 5-month period Chat 58.0% increase over 5-month period Germany Phone 16.7% increase over 2-month period Email 19.9% increase over 2-month period Spain Email 3.7% increase over 4-month period Chat 39.1% increase over 4-month period Italy Chat 19.4% increase over 4-month period France Phone 20.4% increase over 3-month period Email 71.9% increase over 3-month period UK Email 21.9% increase over 2-month period Chat 18.4% increase over 2-month period Nordic 2 Phone 13.4% increase over 2-month period Email 36.6% increase over 2-month period Poland Phone 17.5% increase over 2-month period Email 89.9% increase over 2-month period 1 Benelux Countries = Belgium, Netherlands and Luxembourg 2 Nordic Countries = Denmark, Finland, Norway and Sweden
  • 10. <ul><li>Organizational Commitment </li></ul><ul><li>Robust Assessment and Due Diligence </li></ul><ul><li>Identification of Baseline Metrics </li></ul><ul><li>Program Customization </li></ul><ul><li>Facilitation </li></ul><ul><li>Supervisors/Management </li></ul><ul><li>Front-Line Employees </li></ul><ul><li>Performance Coaching and Calibration </li></ul><ul><li>Online Support Modules </li></ul><ul><li>Measurement and Reassessment </li></ul>Typical Golden Touchpoint™ Engagement
  • 11. 111 West Port Plaza, 6 th Floor St. Louis, Missouri 63146 636.481.5100 pretiumsolutions.com