Creating Awe Inspiring Customer and Associate Experiences

Creating Awe-Inspiring Customer and Associate Experiences

Michael Pace

Executive Summary

Awe-Inspiring Experiences are delivered through strong foundations and pillars of service strategy excellence

Goals and strategies are supported by key foundational steps

Articulated and Internalized Culture

Best Talent

(Right) Technology

Process Management

Data Insights

The strong foundation enables the service strategy to propel the experience

Quality of experience

Cost/Scale/Flexibility

People

Well Managed Environment

Awe-Inspiring Experiences begin with a strong foundation and pillars of strategy excellence

Awe-Inspiring Experiences

Quality

Cost

/ Scale

/

Fle

x

People

Well M

anaged

Data Insights

Process Management

Technology

Best Talent

Articulated & Internalized Culture

Strong Foundations


Best Talent

(Right) Technology

Process Management

Data Insights


The single most important foundational step

Clearly articulated, visible, and available culture and values

Discussed frequently and incorporated into performance management

Allows individuals to exercise responsible freedom

Attitude is not driven by policies, it’s driven by culture

Taken during excursion while speaking in China

Best Talent

“Make sure get the right people on the bus, then figure out where to go” – Good to Great

Acquiring, developing, and rewarding top talent

Bring in diversity of culture and thought

Create an engaging learning environment

Let feedback be your ticket to grow (personally and business-wise)

My superhero

(Right) Technology

Leverage technology to work smarter, more efficiently, and create scale

Solve for customer touch points in addition to business needs – find the win/win

Spur collaboration

Think redundancy and disaster recovery is always possible

Technology is a tool, not the objective

I’m a bit of a nerd, and very fine with that

Process Management

Use process to provide direction to empower others to do great things

Reduce micromanagement

Aligns organization and mitigates those good intentions that lack vision

Governance and discipline keeps the organization well managed

Keeps the department Lean

Gaps become clear

Like my risotto, too much process gums it up

Data Insights

Percentage of Chart that Resembles Pac-Man

Resembles Pac-Man

Does Not Resemble Pac-Man

Child of the 80’s

It’s all about the insight that leads to action Use an information based strategy to make

decisions

Provide objective views on what happened, is happening, and provides confidence in the future

Avoid analysis paralysis and make data accessible to the masses

Big or small data, quantitative or qualitative – collection and categorization is critical

Pillars of Service Strategy Excellence

Quality of Experience

Cost / Scale / Flexibility

People

Well Managed Environment

Quality of Experience

Best quality cake I ever ordered – courtesy of The Icing on the Cake (Newton, MA)

Customer Centric Metrics

NPS

C-Sat (Customer Satisfaction)

Incident / transaction surveys

Internal quality monitoring

First Contact Resolution

ASA/Abandon rates/Service Levels

Cost / Scale / Flexibility

Scale makes all the difference

Cost / Customer or % of Revenue

Cost per channel

Total budget to forecast

% of customers contacting

Dispositioning %’s

Calls/emails/chats/social per productive hour

Workforce and agent utilization

Volume forecasts

People

A round cycle slide because it is a presentation

Associate morale

Associate engagement

FTE attrition

FTE transfers and promotions

Staff to forecast staff

Well Managed

We all have a lot of balls in the air. It’s important to know which are rubber or glass

Project portfolio management

Dashboard discipline

Business continuity / Disaster Recovery readiness

Governance in place (roles and responsibilities)

Transparency

Awe-Inspiring Experiences begins AND ENDS with a strong foundation and pillars of strategy excellence

Awe-Inspiring Experiences

Quality

Cost

/ Scale

/

Fle

x

People

Well M

anaged

Data Insights

Process Management

Technology

Best Talent


Contact Information

Michael Pace

Customer Support & Community Management Executive

Principal of The Pace of Service, LLC (Consultancy)

Twitter: @micpace

LinkedIn & Google+

Blog: http://thepaceofservice.com/

Text SOCSERVICE to 22828 for Mailing List

Slideshare:http://www.slideshare.net/mpace101