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5 Game Rules to Win in the Customer Experience Arena

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How to play to win in the customer experience arena

Learn how to deliver a personalized customer experience - without crossing the fine line at http://www.capgemini.com/beyond-the-buzz/insights-driven-customer-experience

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5 Game Rules to Win in the Customer Experience Arena

  1. 1. 5 game rules to play to win in the customer experience arena
  2. 2. Today’s game rules have changed Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 2
  3. 3. Presentation Title | Date PlaceholdYeoru f’orer Bnaonn elro nger the host Copyright © Capgemini 2014. All Rights Reserved 3 You’re the participant
  4. 4. Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 4 It’s the customers Placeholder for Banner who choose how they want to play
  5. 5. Follow these rules to win 5 in the customer experience game arena
  6. 6. 1 Stop seeing your customers as targets
  7. 7. Presentation Title | Date is shifting to the customers Copyright © Capgemini 2014. All Rights Reserved 7 The control of the business-customer relationship
  8. 8. How to play to win Get out of the CRM mentality and enter into the spirit of the VRM game CRM VRM
  9. 9. 2 Let your customers do the talking
  10. 10. Why keep second-guessing? Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 10
  11. 11. Presentation Title | Date How to play to win Copyright © Capgemini 2014. All Rights Reserved 11 Listen to their conversations and respond quickly to serve them better
  12. 12. OPPORTUNITY 3 Open for business in new places
  13. 13. Presentation Title | Date Do you make it easy for your customers to get in touch with you? Copyright © Capgemini 2014. All Rights Reserved 13 Are you on the same channels as they are? CONTACT US
  14. 14. How to play to win Provide new ways for your customers to engage with you
  15. 15. Keep on top your data
  16. 16. Unstructured data leads to more potential. Customers choosing to share their data with you, is a privilege not a right. Treat it wisely Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 16
  17. 17. Make it easy for them to opt out Presentation Title | Date How to play to win Be clear on what you’ll use the data for Two golden rules when using Copyright © Capgemini 2014. All Rights Reserved 17 customers’ personal data
  18. 18. Make them an offer they can’t refuse
  19. 19. Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 19 Educate the benefits of why your customers should share their data with you
  20. 20. How to play to win Offer them something of value in return before you track or collect information Presentation Title | Date Copyright © Capgemini 2014. All Rights Reserved 20
  21. 21. Presentation Title | Date Are you ready to play? Copyright © Capgemini 2014. All Rights Reserved 21 Good luck In your next game
  22. 22. www.capgemini.com The information contained in this presentation is proprietary. Copyright © 2014 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. About Capgemini With almost 140,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

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