Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)

By Sean McDade, PeopleMetrics

Want the slides? info.peoplemetrics.com/AC

http://www.youtube.com/v/GuENAWds5B0

Engaged Employees

Engaged Employees

Engaged Customers

Engaged Employees

Engaged Customers

Business Outcomes

By Sean McDade, PeopleMetrics

Age of Manufacturing

Age of Distribution

Age of Information

Source: We Have Entered The Age of the Customer, Forrester

Age of Manufacturing

Age of Distribution

Age of Information

Age of Disruption

Source: We Have Entered The Age of the Customer, Forrester

We talk about it a lot.

But what is customer experience, really?

How customers perceive their interactions with your company.

Why do we care about customer experience?

http://www.youtube.com/v/5YGc4zOqozo

of CEOs say getting closer to the customer is a top business priority

Source: 2010, IBM Report: “Capitalizing on Complexity: Insights from the Global Chief Customer Officer Study.”

Why?

Source: The Watermark Consulting 2013 Customer Experience ROI Study

So, I get it.

So, I get it. Customer Experience is

important.

But, where do I begin?

But, where do I begin?

1 Listen to customers, employees, and prospects regularly.

1 Listen to customers, employees, and prospects regularly.

2 Make it easy and quick.

2 Make it easy and quick.

3 Measure the overall experience first.

3 Measure the overall experience first.

NPS

3 Measure the overall experience first.

NPS

3 Measure the overall experience first.

NPS

Engagement

3 Measure the overall experience first.

NPS

Engagement

3 Measure the overall experience first.

NPS

Engagement

Satisfaction

3 Measure the overall experience first.

NPS

Engagement

Satisfaction

Meeting Value

4 Prioritize your touchpoints.

What is a touchpoint?

Let’s see an example of a mapped touchpoint.

5 Always close loops. Always.

5 Always close loops. Always.

Recover

Managers work to win back customers who

experienced a problem or are actively

disengaged/ detractors

Recognize

Managers can use this feedback to recognize

employees for outstanding work and

develop training for customer facing

employees

Improve

This feedback will be used to identify people, processes and systems

that may need enhancement to

positively impact the customer experience

6 Measure what you are prepared to change.

6 Measure what you are prepared to change. Purpose

Trust

Growth

Fun

Customer Focus

Recognition

Resources

Rewards

Employee Engagement Model

7 Focus on your One Thing.

8 Communicate, communicate, communicate.

8 Communicate, communicate, communicate.

9 Track changes based on implemented changes.

9 Track changes based on implemented changes.

9 Track changes based on implemented changes.

9 Track changes based on implemented changes.

9 Track changes based on implemented changes.

10 Link to your business outcomes.

10 Link to your business outcomes.

10 Link to your business outcomes.

$2,000,000

Let’s recap.

1 Listen to customers, employees, and prospects regularly.

1

2 Make it easy and quick.

Listen to customers, employees, and prospects regularly.

1

2 Make it easy and quick.

3 Measure the overall experience first.

Listen to customers, employees, and prospects regularly.

1

2 Make it easy and quick.

3 Measure the overall experience first.

4 Prioritize your touchpoints.

Listen to customers, employees, and prospects regularly.

1

2 Make it easy and quick.

3 Measure the overall experience first.

4

5 Always close loops. Always.

Prioritize your touchpoints.

Listen to customers, employees, and prospects regularly.

6 Measure what you are prepared to change.

6 Measure what you are prepared to change.

7 Focus on your One Thing.

6 Measure what you are prepared to change.

7 Focus on your One Thing.

8 Communicate, communicate, communicate.

6 Measure what you are prepared to change.

7 Focus on your One Thing.

8 Communicate, communicate, communicate.

9 Track changes based on implemented changes.

6 Measure what you are prepared to change.

7 Focus on your One Thing.

8 Communicate, communicate, communicate.

9

10 Link to your business outcomes.

Track changes based on implemented changes.

Do these things…

…and you’ll be a

in no time.

Get a sense of where your Cx is – and advice on how

to improve

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Sean McDade, CEO sean.mcdade@peoplemetrics.com @PeopleMetrics www.peoplemetrics.com

Want the slides? info.peoplemetrics.com/AC