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By Sean McDade, PeopleMetrics
Want the slides? info.peoplemetrics.com/AC
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?
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
Join the Movement
Ask me about a
complimentary Cx Consultation with instant Cx IQ score
Sean McDade, CEO [email protected] @PeopleMetrics www.peoplemetrics.com
Want the slides? info.peoplemetrics.com/AC
