Presentation on theme: "Customer experience Why is it important and how a global company can manage it ? Presenter: Andrej Vinš & Petra Bachratá Date: 7. March 2013."— Presentation transcript:
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 will stay until there is a better alternative offered to them – even if there expectations are exceeded! No emotional investment or connection. They did not feel committed to the prior company. Loyal customers will stay with a product or service provider through thick and thin. Customer loyalty entails an emotional connection. You have embedded yourself in the heart and mind of that customer. 4 Much research over the years has indicated that there is no connection between customer loyalty and customer satisfaction. None. Just because a customer indicates a high level of satisfaction does not mean that they are or will be loyal to you.
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
11 We listen, we learn… and we push Ourselves to improve
Unique Customer Insight 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 Did you know? Dell has implemented over 400 ideas submitted online by users at 12
NPS driving end-to-end transformation 14
15 What Does success look like? Customer experience is our DNA The Brand promise is reinforced at every customer interaction.