Implementing a successful customer relations strategy.pptx main
- 1. TRAINING PRESENTATION ON IMPLEMENTING A SUCCESSFUL CUSTOMER RELATIONS STRATEGY, PRESENTED BY BEATRICE K.NYAMACHE
- 2. TABLE OF CONTENT 1.INTRODUCTIONS 2.TRAINING OBJECTIVES 3.DEVELOPING AN EFFECTIVE CUSTOMER EXPERIENCE STRATEGY 4.CUSTOMER SERVICE AS A COMPETITIVE ADVANTAGE 5.CUSTOMER CENTRIC STRATEGIES .
- 3. TRAINING OVERVIEW Customers play a key role in the growth of SACCOS.As key stakeholders it is our duty to seek to understand our customers thought processes, their journey, their behaviors, their short,mid and long term goals, their understanding of our products, services and overall goals. We have to find ways of recruiting, serving and retaining them.
- 4. TRAINING OVERVIEW Saccos have by far and large spread the reach and amassed a wide customer database. But we are not the only players in the market, since financial diversity has increased with the entry of various players competing for the same market share
- 5. TRAINING OVERVIEW It is in this regard that we have to come up with an exceptional customer experience strategy. It starts with us, how we regard our SACCO,the products, services vis a vis our strategic roles, approach and implementation.
- 6. TRAINING OVERVIEW What is the role of customer experience in the 21st century? What is the customer journey process? Who are our customers?
- 7. TRAINING OVERVIEW What do we know about them? What drives them? Who challenges face them? What is unique about them?
- 8. TRAINING OVERVIEW How can we offer relevant solutions? What is our overall recruitment growth percentage? What is our retention percentage?
- 9. TRAINING OVERVIEW What are our customer satisfaction levels? What is our growth strategy? Who are our competitors?
- 10. TRAINING OBJECTIVES By the end of the training, we are expected to : 1Appreciate the role customer experience as a business strategy 2.Adopt customer experince as an anchor in our delivery of service 3.Become brand ambassadors of customer experience.
- 11. TRAINING OBJECTIVES By the end of the training, we are expected to : 4.Increase our market share by retaining and attracting more customers 5.Increase our revenue through customer experience.
- 12. Overview and Concepts of Customer Experience Customer Experience refers to the overall and memorable experience that the customer is left with after interacting with your products or service.
- 13. The difference between customer service and customer experience Customer service is transactional with no emotions or expectations attached. Customer experience is the deliberate effort to make a customer have a memorable experience after interacting with your products or service.
- 14. Developing an effective customer experience strategy. Determine what your customers want. What are their current,mmediate or future needs? Can you pr-empt?How do customers proritize their wants? Create a culture of Customer experience
- 15. Developing an effective customer experience strategy. Clearly communicate service standards and expectations Provide consistent service across all channels
- 16. Developing an effective customer experience strategy. Establish a vision for customer experience excellence Implement an external customer experience strategy Focus on internal customer experience strategy
- 17. Developing an effective customer experience strategy. Resolve customer’s complaints in an effective and timely maner Provide effecienct and value oriented service Establish relationships with customers with a long term view of mutual benefits
- 18. Developing an effective customer experience strategy. Determine what your customers want. What are their current,mmediate or future needs? Can you pr-empt?How do customers proritize their wants?
- 19. Developing an effective customer experience strategy. We have to run our operations strategically by identifying our target customers.This can be done through identifying their common behaviors,backgrounds,preferences,tastes,ag e,education,profession,location,income bracket.purchasing patterns.
- 20. Customer Experience as a competitive advantage A client experience strategy(cx)should be an integral part in the overall marketing and growth strategy. This involves a proactive approach to seeking feedback and furthering the relationship It is very important to remember the difference between cx and cs-Experience and service.
- 21. Customer Experience as a competitive advantage Client experience is looking at the overall journey or experience of the client and seeking ways to improve each touch point to stand out from the competition. Know your brand promse Branding is about more than just a great logo, a catchy tagline or vibrant colors.
- 22. Customer Experience as a competitive advantage Those things are important. However, branding is also about the promise that you make to your clients. It is telling your story and making a promise of what your clients can expect from your company. Many companies overlook their brand promise. Know your company values and what you want to consistently express to your clients.
- 23. Understanding the Customer development journey. Knowing what your client is currently experiencing on their journey with your Sacco is important. Stepping back and evaluating every customer touch point is a challenge. We can become laser-focused on improving the experience with our core product or service but forget to look at every touch point, such as the experience customers have when interacting with the receptionist, navigating the website and receiving loan statements
- 24. Understanding the Customer Development Journey Client Feedback Client feedback is one of the most powerful tools in your arsenal, but so we overlook seeking thoughtful and targeted feedback. Being clear on how our clients feel about our sacco, your brand and the services we provide is critical. Seeking this information allows our client to know you are making an investment in them, and it communicates that our sacco is seeking to improve and grow.
- 25. Understanding the Customer Development Journey Review of our internal processes. Client experience must be about more than one department. Our CX strategy must involve evaluating the entire client journey, including assessing which departments touch our clients. In addition, it involves more than just our key leaders or a handful of specific employees. How a company handles client
- 26. Understanding the Customer Development Journey Review of our internal processes. How our saccos handles client experience must be part of our organzation’s culture. How responsive are we towards each another? Do departments seek feedback from other departments on their experiences with each other? Is there an expectation of constant improvement and efficiency?
- 27. Understanding the Customer Development Journey Review of our internal processes. When all of these aspects are made part of our sacco’s strategy, it becomes a competitive advantage. It creates loyalty with clients and involves both clients and employees. It isn't enough for clients or customers to have a mediocre experience with our organization. The stakes are too high. The competition is fierce.
- 28. Understanding the Customer Development Journey Review of our internal processes. Every interaction contributes to the overall experience and perception of the company. Carefully evaluating our client experience initiatives should be a key strategy that engages customers, clients and sacco stakeholders alike.
- 29. Understanding the Customer Development Journey
- 31. Customer Centric Strategies Acccording to Deloitte,organizations that focus more on customer experience and customer satisfaction i.e a customer centric approach,a re more profitable A customer centric strategy is a sales strategy that puts the customer’s needs, wants, and communication preferences at the center of the buying process.
- 32. Customer Centric Strategies To be fully effective, customer-centric selling should go beyond the sales department – to your customer service, marketing, and account management teams as well. When you have a customer-focused company, you’ll gain customer loyalty, improve retention rates, and increase referrals – making it a win-win for both you and your clients.
- 33. Customer Centric Strategies Build voice of customer program Review the results together Create a common understanding Be transparent and make customer freedback available for everyone
- 34. Customer Centric Strategies Set the right targets Understand the impact of all corporate functions and share the importance with the whole organization Improve the employee experience Invent for the customer
- 36. Understanding effective attitude anchors.
- 37. Exceptional Customer Recruitment and Retention Strategies Review of what we have learnt-Key take home Group discussions Brainstorming with presentations Action Plans
- 38. THANK YOU