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2019 The Customer Lifeguard
Gerry Brown – The Customer Lifeguard
2019 The Customer Lifeguard
Dear Sir, I must complain
Dear Sir, I must Complain
2019 The Customer Lifeguard
Let’s get Ready to Grumble
The Ends Justify the Moans
They will be able to engage customers, provide better customer experience, and drive greater profitability
They are able to provide valuable insight into customer experience and offer a view that an organisation may not derive from customer feedback alone
Confirmit Report 2015
2019 The Customer Lifeguard
Engaging employees effectively is crucial for two main reasons:
2019 The Customer Lifeguard
https://api-eur.cvent.com/polling/v1/api/polls/sp-vqxybo
2019 The Customer Lifeguard
Employee engagement is “the extent to which people are personally involved in the success of a business.”
John Smythe - The Chief Engagement Officer
70%
17%
240%
2019 The Customer Lifeguard
“Assistants are urged “not to ignore customers or keep them waiting, not to be servile or familiar, and to remember that the small customer of today, capably handled, may be a big customer of tomorrow.” Among the “dont’s” are: don’t gossip; don’t address one another as Miss or Dear; don’t go through the house arm in arm; don’t eat in the departments; don’t make a noise”
2019 The Customer Lifeguard
Equal Pay!
Equal Opportunity
MeToo
2019 The Customer Lifeguard
Sir Richard Arkright George Cadbury
The Grandfathers of Employee Engagement
2019 The Customer Lifeguard
2019 The Customer Lifeguard
No, I won’t recommend you,
Your service is awful!
Hey, What about me?
Don’t I count?
2019 The Customer Lifeguard
Customer Service/Marketing
Human Resources
Let’s learn to play nice!
2019 The Customer Lifeguard
They can feel your customer’s pain
2019 The Customer Lifeguard
2019 The Customer Lifeguard
2019 The Customer Lifeguard
Feedback needs to be standardized across the company.
Management should explain how VoE and VoCE programs will help them do their jobs better.
It's essential to close the loop with employees and tell them exactly what is being done with the feedback they've provided
2019 The Customer Lifeguard
Courtesy Michael Lowenstein, Beyond Philosophy
2019 The Customer Lifeguard
A sense of Belonging
I feel part of the organization, &
part of
my team
Having a Voice
I feel I have a voice, even if
it’sdifferent from
othersAble to be Unique
I’m able to be myself at work
Qualtrics Research
01
Involved in Decision making
EMPOWERMENTT
02
Manager creates environment for inclusion
ENVIRONMENT
03
Manager treats with respect, Co-workers treat with respect
RESPECT
04
Positive collaboration with team
COLLABORATIVE
ENVIRONMENT
05
Performance evaluated fairly Job openings filled fairly Fair standards of conduct
EQUITABLE
TREATMENT
Qualtrics Research
2019 The Customer Lifeguard
TrulyCollaborative
EffortFast Resolution
Stop the Pain
Measurable Customer Outcomes
Colleague Confidence
Consistent Learnings
2016 The Customer Lifeguard
6,000 employee submissions per week
“You can't look at [VoC and VoE] as separate experiences. The customer experience and the employee experience are inseparable
This is fundamental table stakes for companies.“
Mike Maughan Qualtrics
2019 The Customer Lifeguard
eXperience Management
2019 The Customer Lifeguard
Identify Engagement Drivers
Pinpoint most urgent pain points for customers & colleagues
Share the knowledge throughout the business
Start thinking about a single platform for eXperience Management
Link Engagement to Business Objectives
