slide1 l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Improving Customer Loyalty through Life Cycle Communications PowerPoint Presentation
Download Presentation
Improving Customer Loyalty through Life Cycle Communications

Loading in 2 Seconds...

play fullscreen
1 / 14

Improving Customer Loyalty through Life Cycle Communications - PowerPoint PPT Presentation


  • 138 Views
  • Uploaded on

Improving Customer Loyalty through Life Cycle Communications. Joellyn Sargent, Vice President, Marketing Premiere Global Services Tuesday, August 8 . DATING. MARRIED. ENGAGED. It’s not enough to be satisfied. Satisfied. Loyal. Advocate. Previous transactions met expectations

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Improving Customer Loyalty through Life Cycle Communications' - yakov


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide1

Improving Customer Loyaltythrough Life Cycle Communications

Joellyn Sargent, Vice President, Marketing

Premiere Global Services

Tuesday, August 8

it s not enough to be satisfied

DATING

MARRIED

ENGAGED

It’s not enough to be satisfied

Satisfied

Loyal

Advocate

  • Previous transactions met expectations
  • Minimal emotional connection
  • No prediction of future business
  • Some degree of emotional engagement
  • Greater share of wallet
  • Better customer retention
  • Higher purchase frequency
  • Passionately attached
  • Will definitely purchase again
  • Long term relationship
  • Will recommend to others
  • Wants your business to succeed
the ultimate question

% Promoters

- % Detractors

= NPS

“The Ultimate Question”

“Would you recommend this product or service to an associate, friend or family member?”

  • Trusted bands earn high Net Promoter Scores:
    • USAA - 82%
    • Homebanc – 82%
    • Harley Davidson – 81%
    • Costco – 79%
    • Amazon – 73%
advocacy drivers
Advocacy Drivers

Proactively reach out with relevant information

Recognize me by name

PersonalizedExperience

Company Cares About Me

Do what’s in my bestinterest, evenif it costs less

Allow me toselectpreferences

Help me avoid hassles (or worse)

Remember mypast transactions

Customer Controlsthe Interaction

I decide which communications to receive

I can stop or start a dialog

I have flexibility and choice

every interaction is an opportunity

ACTIVATION

• WELCOME CALLS

• START-UP INSTRUCTIONS

• ADDRESS CHANGES

• ACTIVATION

CONFIRMATIONS

COLLECTION

• LATE PAYMENT

REMINDERS

• FIRST- AND

THIRD-PARTY

COLLECTIONS

• ACCOUNT

RESOLUTION

SERVICE

• OUTAGE AND

RESTORATION

NOTIFICATIONS

• PROACTIVE

SERVICE ALERTS

• SCHEDULING AND

CONFIRMING

APPOINTMENTS

RETENTION

• RENEWAL REMINDERS

• UP-SELL AND CROSS-SELL

PROGRAMS

• PROMOTIONS AND

SPECIAL OFFERS

Every Interaction is an Opportunity

The Customer Lifecycle

Proactive Communications:Deliver important information beforea customer calls, improving service and building customer relationships

examples of lifecycle communications

Welcome /Launch

Service /Support

Up Sell /Cross Sell

Retention / Collections

Examples of Lifecycle Communications

GOAL

Increase Revenues

Improve service, reduce support costs

Earn greater “share of wallet”

Limit attrition, reduce churn

ACTION

Ensure new customers ramp-up quickly

Shift from reactive to proactive communications

Promote new services, sell more applications to each customer

Encourage contract renewal, keep credit card info current, reactivate lapsed accounts

APPLICATIONS

  • Account Activation
  • Service Activation
  • LNP Status Alerts
  • New User Instructions
  • Trouble Tickets
  • Outage Notifications
  • Service Windows
  • Restoration Alerts
  • New Service Offerings
  • Service Upgrades
  • New Features
  • Credit Card Expiration / Renewal
  • Contract Renewal
  • Inactive Accounts
customer profiles

E-MAIL

VOICE

FAX

SMS

Customer Profiles
  • Multiple Modes of Communication
  • Customer Determines Mode of Preference
  • Different Types of Messages, Different Modes
retail marketing promotion
Retail Marketing Promotion
  • A large children’s clothing retailer uses Premiere’s Marketing Promotions solution to send voice coupons to over 2.2 million of their customers.
  • Send thousands of messages in minutes
  • Reach the target audience with effective and low-cost automated marketing messaging
  • Highlight time-sensitive sales and specials to drive store traffic and increase revenue
  • Increase attendance to shows and events through powerful promotion
post delivery survey
Post Delivery Survey

Proactive follow-up with speech based survey replaces leave-behind post cards for major outsourced delivery company

  • Reduce survey bias and improve accuracy
  • Accelerate survey development
  • Increase completion rates with an engaging speech interface
  • Improve response rates through “confidentiality” and consistency of interviewing with an automated system
  • Quickly receive survey results
fraud alerts
Fraud Alerts
  • Reduce losses and improve profitability by decreasing fraudulent activity
  • Contact more customers, faster, to improve security and build customer service
  • Protect customers against stolen account information and fraudulent credit card transactions
  • A 2005 survey from Research & Markets showed:
  • 73% of consumers surveyed highly value email alerts relating to unusual bank account transactions
  • 72% of customers surveyed want the ability to receive immediate electronic alerts of suspicious transactions in a credit or debit card account
loyalty benefits of speech
Loyalty Benefits of Speech
  • Increase satisfaction for customer support functions
    • 24x7 service
    • Faster access to info
    • Provide higher level of service through live agents
  • Implementation tips
    • Start small & simple
    • Educate customers
    • Use multi-channel communications during deployment (mail, e-mail, voice messaging)
proactive customer communications
Proactive Customer Communications

Reach out to customers before they call you

  • Proactive approach improves satisfaction
  • Reduce demand on call center staff for reactive support
  • Generate alerts automatically based on business rules
  • Use speech technology or touch tone for actionable data capture
about premiere
Million dollar public company – 2 decades in messaging

Enterprise customers with over half of the Fortune 500

Global employees with offices in 52 cities in 19 countries

Communications per day through our scalable platforms

Modes of communication for multiple business processes

Largest messaging platform worldwide(based on outbound capability)

About Premiere

The Story is in the Numbers

500

60,000

2,200

16M

4

1