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

Slides:

Advertisements

Similar presentations

On Target Group Coaching

Advertisements

ELECTRONIC COMMERCE Online Services Electronic Commerce Electronic commerce is the buying and selling of products and services electronically over the.

How is the internet used? How can I satisfy customers?

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.

© Copyright 2006, Thomson South-Western, a division of the Thomson Corporation Internet Marketing & e-Commerce Ward Hanson Kirthi Kalyanam Requests for.

Synchronous Selling Seema Williams Analyst, Consumer eCommerce Research.

Nichepro Technologies Copyright All Rights Reserved. presents …

Chapter 13 Internet Retailing “A salesman is got to dream, boy. It comes with the territory.” ~Arthur Miller.

Retail Industry Vertical February 2011 Creating A Smarter Cross-Channel Experience Integrating Industry Solutions Across Channels Please note the speaker.

Country Manager Consumer Research. Country ManagerConsumer Research2 Overview  All of the Background, Environment, Consumer, Competition, and Internal.

Implementing Interactive Marketing Multichannel Marketing Management 6218.

Marketing for Hospitality and Tourism, 3e©2003 Pearson Education, Inc. Philip Kotler, John Bowen, James MakensUpper Saddle River, NJ Chapter 16.

Chapter Eighteen Internet Marketing. Chapter Objectives  Identify the primary users of the Internet.  Discuss the functions and benefits of Internet.

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.

Retailing Chapter Focus: Retail Channel Strategy PLC Implications Service Strategies Retail Branding Retail Evolution & Shopping Experience.

© Copyright 2006, Thomson South-Western, a division of the Thomson Corporation Part Three: Chapter 13 Internet Retailing “A salesman is got to dream, boy.

Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

PLACEMENT Getting the right product to the right customer at the right time, at the right place, in the right quantity. The basic objective of all placement.

E-commerce Trends Change is a SURE thing! Pamela J. Brown, Ph.D. Associate Professor & Extension Entrepreneurship Specialist Tucumcari Workshop Basic Track.

Chapter 9 e-Commerce Systems.

DEPTH MAKES A DIFFERENCE OMNI CHANNEL : The New Normal.

© IPC, 2011 Key Research Findings and Initiatives to Promote E-commerce 1 Jane Dyer Director Markets and Communication International Post Corporation Innovations.

E – Active Marketing L 7 Ing. Jiří Šnajdar 2014 The Internet has changed the ways individuals communicate and how the world coducts business. Web transformed.

Digital Bricks and Mortar for Retailers William Darbey Key Account Director, #magentouncovered.

What is Commerce? “Seller” “Buyer” Transaction Basic Computer Concepts

Microsoft Tag for Retail More effective merchandising using interactive shelving, signage, and advertisements.

Direct and Online Marketing: Building Direct Customer Relationships

Internet Marketing Session: 17 Prof: Yasmin. Definition Internet Marketing is the process of building and maintaining customer relationships through online.

©2003 Prentice Hall, Inc.To accompany A Framework for Marketing Management, 2 nd Edition Slide 0 in Chapter 2 Chapter 2 Adapting Marketing to the New Economy.

Getting personal with 5 million members Ignition One Client Summit Amsterdam, June 2015.

Ecommerce Applications 2007/8 1 Session 2 E-commerce: Why/How Much Benefits and Costs.

WELCOME TO UNIT 7 Customer Service MT 221 Marilyn Radu, Instructor.

Competitive Differentiation: Using Technology to Deliver on Staples EASY Brand Promise Scott Floeck, Sr. Vice President, Staples, Inc.

Logistics Information Management, 14, 1/2, 2001, Nabisco: A Case Study Nabiskua Company Founded in 1991, is a supermarket for all the requirements.

Chapter 12 The Impact of Globalization on Customer Service

Business Development to Drive Growth Lois Ritarossi, Senior Consultant Phone:

Marketing and the Marketing Concept 1.1

Sept 23, © 2014 Sutherland Global Services 2  Traditional Marketing Analytics Solution  Challenges/Opportunities in Today’s Environment  Integrated.

Channel Strategy for Social Review Industry Direct or Indirect?

1 E-Commerce Overview Prepared by Terry Morris Kappa Beta Delta Harper College 11/03/04.

CHAPTER 8 Marketing for E-commerce

7 Key Functions of Marketing Product Service Management Marketing Information Management SellingDistributionPromotionPricingFinancing.

Chapter 8 E-marketing.

MGT-519 STRATEGIC MARKETING AAMER SIDDIQI 1. LECTURE 22 2.

BLoyal Omnichannel Loyalty for Retailers Attract, Engage, Reward, Everywhere.

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.

Donald Tabor Charles Range Demetrius Ferguson James Menzies Ningchen Xiong.

Electronic Commerce Semester 1 Term 1 Lecture 25.

 Culture  Amazement  Trends & Challenges  Member Support  International Overview.

3.05 Entrepreneurship 1 CONDUCT MARKET ANALYSIS. MARKET ANALYSIS What Is It ? An evaluation of the market for a company's goods and services. For example,

9.1 © 2007 by Prentice Hall 9 Chapter E-Commerce: Digital Markets, Digital Goods.

WELCOME TO UNIT 7. Unit 7 The Impact of Globalization on Customer Service Objectives Understand the impact globalization has had on the world economy.

EmpowHER Overview and Recommendation: For Make Today Matter November 19, 2010.

© 2012 IBM Corporation Click here for Table of Contents This document is for IBM and IBM Business Partner use only. It is not intended for client distribution.

Understand The Use Of Technologies In Fashion Merchandising And Marketing FM 3.02.

Unit 22.  The difference between the price at which a business buys a product and the price that it sells it for can be very large. This presents a business.

E-commerce & the New Professional Online Consumer

Company Purchasing Power LLC Headquarters Atlanta, Georgia Industry

Chapter 5 – E-commerce and Enterprise Systems

Understand The Use Of Technologies In Fashion Merchandising And Marketing FM 3.02.

Chapter 9 e-Commerce Systems.

The shortcut to e-commerce For Microsoft Dynamics GP Giuseppe Ianni

Five Technical Considerations Before Bringing Your Business Online

RETAIL & WHOLESALE.

Online Retailing The consumer is not primarily price-driven when shopping on the Internet but instead considers brand name, trust, reliability, delivery.

CUSTOMER EXPERIENCE STRATEGY – CANVAS - TEMPLATE

Retailing in Electronic Commerce: Products and Services

E-Commerce: Digital Markets, Digital Goods

Understand The Use Of Technologies In Fashion Merchandising And Marketing FM 3.02.

PLACEMENT Getting the right product to the right customer at the right time, at the right place, in the right quantity. The basic objective of all placement.

Presentation transcript:

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

Presentation by: Sterling Commerce 3 3 Session Overview Topics: Changing face of the consumer –Driving change in sales design What the consumer expects from the buying experience. Strategies for implementing a demand-driven sales environment. Speaker: John Konczal Global Industry Director Communications and Media Sterling Commerce

Presentation by: Sterling Commerce 4 4 The Age of the Professional Consumer Traits of the Prosumer Time moves faster Selects on information Seeks digital processes Place and distance don’t matter Avoid bricks and mortar Uses the Web for communication

Presentation by: Sterling Commerce 5 5 A “Mediocre” Customer Experience Forrester Research “Customer Experience Satisfaction By Industry & Channel”

Presentation by: Sterling Commerce 6 6 What Makes A “Difference” to Today’s Consumer? Access to Information Proactive Notification Flexibility Convenience Availability Personalization

Presentation by: Sterling Commerce 7 7 Consumers Want Information STERLING COMMERCE SURVEY “WHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE”

Presentation by: Sterling Commerce 8 8 Clear and Detailed Product, Offer, & Pricing Information Search Optimization Content Maps Usable Navigation Access to Information

Presentation by: Sterling Commerce 9 9 Value Added Use of Information Guided Order Configuration Compatibly Assurances Product/Service Comparisons Promotion Presentation Purchase Optimization

Presentation by: Sterling Commerce Cross-Channel is the Differentiator STERLING COMMERCE SURVEY “WHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE”

Presentation by: Sterling Commerce Cross-Channel Scenarios Store Call Center Web Customer Distribution Center(s) Store Call Center Web Customer Distribution Center(s) Consumer begins shopping online, but calls the call center to ask questions and complete the order Consumer begins shopping online, but goes to the store to ask questions and complete the order

Presentation by: Sterling Commerce Value of Cross Channel to the Consumer STERLING COMMERCE SURVEY “WHAT CONSUMERS WANT IN THEIR SHOPPING EXPERIENCE”

Presentation by: Sterling Commerce Typical Monolithic Sales Environment Call Center Customer Portal Call Center Customer Portal Call Center Customer Portal Tightly Coupled Sales/Ordering System Tightly Coupled Sales/Ordering System Tightly Coupled Sales/Ordering System Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Delivery/Provisioning Servicing Ordering Fulfillment Mobility Residential Business

Presentation by: Sterling Commerce Cross-Channel Selling Environment Call Center Customer Portal Call Center Customer Portal Call Center Customer Portal CROSS-CHANNEL SELLING Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Service Fulfillment / Delivery Systems Delivery/Provisioning Servicing Ordering Fulfillment Mobility Residential Business Single View of All Transactions Single Order Lifecycle Tracking Consolidated Catalog

Presentation by: Sterling Commerce Barriers to Achieving Cross-Channel Selling People Gaps –For example, commissions and compensation Process Gaps –For example, new process such as in-store pickup. Technology Gaps –For example, cross-channel order offer.

Presentation by: Sterling Commerce Implications of Cross-Channel Selling The 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 won’t 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