Embed Size (px)
Citation preview
Voice of the Customer: Extreme Edition
Presented by: Ann Anderson, Relocation & O-Boarding Offering Delivery Leader, Intuit Thom Gilliam, Sr. Relocation Program Specialist, Intuit Sharon Lawson, Relocation / Talent Movement Offering Leader, Intuit
Supported by:
Susan Becker, Director of Business Development, Synergy Corporate Housing Brandy Cooper Cast, Director, Client Services, Odyssey Relocation Tracy Novotny, Senior Manager, Global Tax Network Gaye Reynolds-Gooch, Director, Business Development, IOR Global Services Thomas Whitaker, Director, Mesa Moving and Storage
Picture if you Would
Multiple Touch Points = Complexity, Confusion and Stress
Relocating Employee
TA/HRBP Immigration(Internal)
Immigration(External)
Relocation(Internal)
Relocation Consultant(External)
Relocation partners(External)
PayrollBenefits
Rewards
Stock
Workplace
PCard
Hiring Mgr
Our Customers’ Pain
“Better communication about move date and
logistics.”
“I wouldn't suggest an international move until you completely
understand the changes to payroll,
benefits, compensation, and
logistics of the move.”
“It would be helpful to see the total
rewards package up front, rather than
waiting till the end.”
“ I was asked for a copy of my passport 4 times during the first 3 weeks of the process.”
“ In one day, I received 11 voice mail messages from a bunch of different
vendors. But it was still unclear what they actually needed from me, and when.”
“I took it on good faith that I would be taken care of in this process…but my confidence in this is lost b/c it seems that the
parties aren’t talking to one another.”
Decision By Experimentation
• Hypothesis: Employee exhibiting stress due to current experience
• “Follow Me Home” Experiment
– Understand the Experience from the customer perspective
– Customer captured entire end to end experience
– Validate leap of faith assumption
Having Empathy for Relocating Employees
https://www.youtube.com/watch?v=1Evwgu369Jw
• Getting to know our Customer Experience • Reviewed the Journey Line • Hearing from Nelson & Angela
• LIVE phone conversation with Nelson and Angela together as a partner team.
• Reviewing Communications
How we Partnered
Intuit Tucson September 2014
The Relocation Journey Line
Listening to our Customer
• Mindsets to have when talking with customers about their experience with your product/service
• BE A DUMMY.
• QUESTION EVERYTHING.
• DON’T JUDGE.
• BE CURIOUS.
• BE PRESENT AND LISTEN ACTIVELY.
• IT’S NOT ABOUT US.
200+ Communications
Walking the Walls
Mesa October 2014 – 2x with 30+ pp
Odyssey January 2015
Global Tax Network Key Takeaways • Assist the relocating employee by asking them questions to
help them make informed decisions.
“Have I thought of everything? I don’t know what I don’t
know…”
Global Tax Network Key Takeaways • Providing relevant
and timely information - a “just in time” communication approach to break up the information provided in to different components.
Odyssey Key Take Aways
• Odyssey as the Conductor – Direct Supply-Partner Relationships
– Leverage Core Competencies
• Communications Model: – You only get one chance to make a good first
impression
– Consultants as Relationship Managers
– Timely & Relevant
– Bite, Snack, or Meal
Multiple Touch Points = Complexity, Confusion and Stress
Relocating Employee
TA/HRBP Immigration(Internal)
Immigration(External)
Relocation(Internal)
Relocation Consultant(External)
Relocation partners(External)
PayrollBenefits
Rewards
Stock
Workplace
PCard
Hiring Mgr
Odyssey Key Take Aways
• Voice of the Customer as the Voice of Reason
• See the Forest, Not Just the Trees
– Redundancy
– Multiple Touch Points
Mesa’s Key Take Aways
• Crisper Communications
• Limit Touch Points with Employees
Mesa’s Key Take Aways
Welcome
to your
new home!
You’re
leaving
soon
right?
Synergy’s Key Takeaways
Personalizing
automated
services
Individualized
welcome letter
Personalized
Photo
signature
Synergy’s Key Takeaways
• Listen actively, beneath the words, for added meaning
• Key into the needs of the assignee
• Show empathy & establish relationship
• Clarify “who’s who” and roles
• Provide easy to access contact information
• Explain the roles of the IOR CSM, DSC and realtor
• Share customer info between IOR Departments
IOR Key Take Aways
24
• Use of concise, clearly written emails, utilizing simple business English
• Clearer “Subject Line” guidelines for emails
• Use of bullet points for easier reading
• Communicate important info verbally & confirm via email
IOR Key Take Aways
25
• Reminder of how daunting and convoluted the relocation process can be
• Renewed empathy to “walk in the assignees shoes”
• To Improve is to Change
• Continuous improvement model
• Anticipate assignee needs & exceed expectations
Experience has helped us to service ALL customers better!
26
• What do you think?
• Where might you want to take this concept?
• What would it take to realize your vision?
• What concerns you the most?
Questions for All of us!
28
Thank you for joining us!
Voice of the Customer: Extreme Edition
Presented by: Ann Anderson, Relocation & O-Boarding Offering Delivery Leader, Intuit [email protected] Thom Gilliam, Sr. Relocation Program Specialist, Intuit [email protected] Sharon Lawson, Relocation / Talent Movement Offering Leader, Intuit [email protected]
Supported by:
Susan Becker, Director of Business Development, Synergy Corporate Housing [email protected] Brandy Cooper Cast, Director, Client Services, Odyssey Relocation [email protected] Tracy Novotny, Senior Manager, Global Tax Network [email protected] Gaye Reynolds-Gooch, Director, Business Development, IOR Global Services [email protected] Thomas Whitaker, Director, Mesa Moving and Storage [email protected]
