Customer Experiencex

Report
Customer experience
Why is it important and how a global company can manage it ?
Presenter: Andrej Vinš & Petra Bachratá
Date: 7. March 2013
What value do you
think IT company
brings to a customer?
2
Dell’s Purpose
Statement to customers
Delivering
technology
solutions that
enable people
everywhere to
grow and thrive
3
Customer satisfaction vs. Loyalty?
Satisfied customers
Loyal customers
research
over isthea better
years alternative
has indicated that• there
is no connection between customer
•Much
will stay
until there
will stay with a product or service provider
loyalty
and customer through
satisfaction.
offered to them – even if there
expectations
thick and thin.
are exceeded!
• Customer loyalty entails an emotional
None.
• No emotional investment or connection.
connection.
•JustThey
did not
feel committed
to thea prior
You have embedded
in the
because
a customer
indicates
high level of•satisfaction
does not yourself
mean that
theyheart
are and
or
company.
mind of that customer.
will be loyal to you.
4
From satisfaction to delight- using NPS
• Transition from satisfaction measurement
• Overall customer loyalty – Net Promoter Score
• Identify critical loyalty drivers
• Drive process business improvement
5
“HOW LIKELY
ARE YOU TO
RECOMMEND
DELL TO A FRIEND
OR COLLEAGUE?”
6
Who is Promoter and who is Detractor?
Detractors (score 0-6) are the unhappy
customers who can damage your brand and
prevent your growth through negativity.
Passives (score 7-8) those satisfied but
unenthusiastic customers who are vulnerable
to competitors.
Promoters (score 9-10) the loyal enthusiasts
who keep buying and referring others, fuelling
your growth.
7
Definitions: Net Promoters and Net Satisfaction Score
8
NPS Survey methodology
9
Customer success is Dell success
10
We listen, we learn…
and we push
Ourselves to improve
11
Unique Customer
Insight
Did you know?
Dell has implemented
over 400 ideas submitted
online by users at
www.ideastorm.com
Dell listens carefully to
customers’ needs and desires
Dell is focused on delivering solutions
to enable smarter decisions
Dell is committed to superior
long-term value
12
13
NPS driving end-to-end transformation
14
What Does success look like?
Customer experience is our DNA
The Brand promise is reinforced at every customer interaction.
15
Thank you
16

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