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What is needed to deliver on this promise? 

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What is needed to deliver on this promise? 

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Is there a MVP that would help achieve this goal?

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Is there a MVP that would help achieve this goal?

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Accurate customer communication through journey

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Keep it simple
Revamp IVR

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Improve accessibility of the service
Global vanity phone ending with PENS

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Commission
Reporting
Would it increase wait time or transfers?

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Or end in 1-800-PENS-COM

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In and out in 1-minute
Notify me when OOS is in stock

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Co-browsing feature is great for customer
focus on product options and make it easy to pick right logo

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Explore if ABC can feature this
Is this a service that can be turned on?

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Test for Impact

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Today - reorders are clunky and manual
Prompt a sales call to upsell/cross-sell

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Can be scheduled
Subscription Service
Prompt to upsell/cross-sell
Serve up "you might like" product options

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After 13-weeks, offer a triggered email
Prompt telesales for upsell call
Test impact of test

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UX/Triggered Campaigns Need to be Developed

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UX/Triggered Campaigns Need to be Developed

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No where an agent can find customer information in one place

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No where an agent can find customer information in one place

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One-stop shop
First call resolution
Personalize interactions

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Agents put themselves in their customers' shoes

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Agents put themselves in their customers' shoes

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Implement 6-emotional drivers
Agent to be given autonomy to make it right
Why would an agent do this?
- better NPS results in higher commission
- better recognition

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Tools
Culture
New commission
Recognition & reward
Understanding WHY

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Only human interaction if your can't do it yourself

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Only human interaction if your can't do it yourself

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Benefit - customers want self service

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Account Management / BOT Technology / Webchat

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Account Management / BOT Technology / Webchat

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UX for Automated Session/Marketing
Encourage "My Account"
Encourage Webchat

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Better communication to encourage My Account signup

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Better communication to encourage My Account signup

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OTTC - top priority
Matrix
Site improvements

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Branded Package, sample, thank you card

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Upgrade the box
Repeat the Thank You card with an offer
Test Samples / Premiums included
Test adding a catalog

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After OTTC, test the "Make it Right" Guarantee in select market

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After OTTC, test the "Make it Right" Guarantee in select market

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See impact on retention and NPS to determine if it outweighs cost of returns/refunds

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All Customers will be guaranteed to get their products perfect

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All Customers will be guaranteed to get their products perfect

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will improve NPS and Retention