Sift Media Customer Experience Playbook

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  • CX playbook

  • In everything we do, we believe in inspiring people to take the actions that improve their

    lives and livelihoods every day

    CX playbook

  • Culture code

    CX playbook

  • 1. Put people first2. Stay focused3. Obsess over audiences4. Inspire action

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    5. Be curious6. Measure what matters7. Be honest8. Have fun

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    4 pillars of client experience

  • 1.communication

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  • 2. attention to detail

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  • 3. expectations

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  • 4. roles &

    responsibilities

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  • At the point of sale we dont think about products...

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  • WHAT?

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  • with clients, with each other

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  • weve got our delivery process nailed.

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  • and they always deliver

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  • clients feel they are

    part of our team.

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  • examples of our client experience in action

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    we measure it like this

  • Happy with EOC report and insights included.

    Followed up campaign to discuss results.

    Wants to work with us again,

    seamless execution easiest partner weve ever worked with

    Strong handover. Clarity around who looks after what. What is needed when.

    Did what we said, when we said wed do it. - No chasing

    Stats sent through regularly (weekly)

    Happy with results - surpassed expectations

    R - Sales A - PubC - Editor / CampaignsI - Finance / Mktg

    R - CampaignsA - Sales C - Dev/ Editors/ Events/ Insights/ Sales/ MktgI - Publisher / Finance

    R - CampaignsA - SalesC - InsightsI - Publisher / Finance

    R - SalesA - SalesC - CampaignsI - Publisher

    Ex: Conceptual expectations discussed,

    Client measuring success by registrations on their tracking link - but no idea of volume.

    Comms: meeting - follow up emails & phone.

    Ex: communicated in handover. All v smooth.

    Comms: Email

    Ex: did what we said when we said. results good.

    A2D: Happy with report detail & insights

    Comms: Weekly reports by email. No need for extra comms (clients)

    Ex: Met throughout campaign. Surpassed sign up expectations

    A2D: Happy with report detail. & insight

    Comms: Email roundup with EOC report.

    Sift Media customer journey map:

    Meeting Phone calls Email

    Handover email & kick off call. Email with deadlines & remindersWeekly email with report and recommendationsMid campaign call Event based touchpoint for successes / improvements

    EOC report & email Follow up call

    R - SalesA - PubC - Mktg / Campaigns / EditorI - Campaigns

    Initial ideas brainstormed in coffee shop.

    Lots of insight / advice from us at this stage for new ways to approach.

    Handed over to delivery team client side to deliver

    Discussed expectations and some metrics. Nothing v specific though as trying something new - so didnt know what to expect.

    (based on real client feedback - July 2015)

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  • rebookpre sale service delivery purchase post delivery

    Sift Media customer journey map:

    seamless execution

    easiest partner weve ever worked with

    CX playbook

  • rebookpre sale service delivery purchase post delivery

    Sift Media customer journey map: CX playbook

  • and if things go wrong, a bit like this...

    CX playbook

  • rebookpre sale service delivery purchase post delivery

    Sift Media customer journey map: CX playbook

  • our entire organisation is committed to delivering

    amazing client experience

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  • I organised an editorial

    education day to help my client

    learn about content strategy.

    Stu, Commercial Manager, MyCustomer

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    I take one of my clients out for cake every time we meetBertie, Commercial Manager, SMB

  • I gave one of our clients advice on PR firms to approach for their communications requirements

    Neil, Editor MyCustomer.com

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    I organised & hosted a masterclass in proof reading for my clients teamRachel, Account Manager, Enterprise team

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    http://www.sweetieworld.co.uk/chocolate_bars/box_of_cadbury_crunchie_bars/

    I sent one of my clients an entire box of Cadbury crunchies to say thanks.Ben, Publisher, AccountingWEB

    http://www.sweetieworld.co.uk/chocolate_bars/box_of_cadbury_crunchie_bars/http://www.sweetieworld.co.uk/chocolate_bars/box_of_cadbury_crunchie_bars/

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    I make sure we provide an excellent experience for event delegates with dietary requirements - from vegetarians to gastric bandsHannah, Events Coordinator

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    I helped an applicant having technical

    difficulties complete her competition entry

    on time by manually typing her

    application answers into our system.

    Triana, Marketing Programme Manager

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    One our clients is a huge

    Liverpool FC fan so were taking

    them to Anfield next year.

    Stu, Commercial Manager, MyCustomer

  • I delivered a presentation to our clients on what makes great content marketing and what they should be aiming for. Jamie, Editor HRZone

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    We created detailed

    mockups and wireframes to

    help a client visualise our

    suggestions for a bespoke

    campaign solution

    Kate, Project Manager

  • I took one of our key accounts to see a

    West End show. Gemma, Head of Campaigns

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    I set up a video recording

    at our offices to help a

    client who didnt have the

    resource in house.

    Yiuwin, Publisher, SMB

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    I phone my clients to thank

    them personally for survey

    feedback.

    Helena, Campaign planner

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  • I build custom reports for clients to turn their campaign results into meaningful insightsClementine, Account Manager, AccountingWEB

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  • I sent my client a gift package when she went on maternity leave.James, Commercial Manager, MyCustomer

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  • I spent a whole day working with different teams in my clients office to really understand their businessBen, Publisher, AccountingWEB

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  • I send boxes of cupcakes to our key agencies at Christmas.Alison, Head of Agency

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  • and this is how we do client experience.

    CX playbook