Engaged Employees Drive Customer Loyalty · good for the company • Engaged employees are 2.5x ......
Transcript of Engaged Employees Drive Customer Loyalty · good for the company • Engaged employees are 2.5x ......
Engaged Employees Drive Customer Loyalty
September 25, 2014
2 pm to 3 pm EDT
W E B C A S T S E R I E S
Featured Speakers
Ian Annis EMEA Director of Strategic Customer Engagement
Kevin Scanlon Director, Total Customer Experience
Bill Bradley VP Marketing and Business Development
To Customers, Your
Employees ARE Your Company
Bill Bradley VP, Marketing & Business Development
Employee Engagement is Fundamental to the Total
Customer Experience
Kevin Scanlon Director, Total Customer Experience
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Who is EMC
Mobile Cloud Big Data Social
T R U S T
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Mainframe, Mini Computer Terminals
LAN/Internet Client/Server PC
Mobile Cloud Big Data Social Mobile Devices
MILLIONS OF USERS
THOUSANDS OF APPS
HUNDREDS OF MILLIONS OF USERS
TENS OF THOUSANDS OF APPS
BILLIONS OF USERS
MILLIONS OF APPS
Source: IDC, 2012
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EMC’s Customer Experience Program
Total Customer Experience (TCE) Mission…
The Total Customer Experience (TCE) Program is a company-wide commitment to consistently exceed our customers’ expectations for quality, service, innovation,
and interaction.
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EMC’s Total Customer Experience Program
TCE PROGRAM
SALES STRATEGY
Sales Ops /Pre-Sales
Global Svs
Theaters / COE
TCE Program Office
Prod Mgmt / Eng
Mktg BUs
E2E CUSTOMER INTELLIGENCE
• E2E Program Integration • Program Governance & Planning • Risk/Issues Mgmt & Escalations • Knowledge Mgmt
• Comms Mgmt • Dependency Awareness • Program Reporting/Updates
LISTENING POSTS
VoX PROGRAM(s)
SOCIAL MEDIA PRODUCT
TEAM(s) / ENG
THEATERS / COE
CUSTOMER SUPPORT
CUSTOMER FORUMS
EXTERNAL ANALYSTS/SMEs
CUSTOMER ADVOCACY
CUSTOMER ADVOCACY
IMPROVED CSAT & SUSTAINED LOYALTY
E2E CUSTOMER DATA
IMPROVED SHARE OF WALLET
TARGETED CUSTOMER CAMPAIGNS
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VALUABLE ASSETS
DRIVE IMPROVEMENT
RESULTS
1. Temkin Group Insight Report, Social Employee Engagement, 2014 2. Hay Group Study – www/haygroup.com/downloads/us/engaged_performance_120401.pdf 3. Corporate Leadership Council – www.mckpeople.com.au/SteMedia/w3svc161/Uploads/Documents/760a/459-93b3-43c7-b52a-2a74e984c1a0.pdf
• Highly engaged employees are 3x as likely to do something good for the company
• Engaged employees are 2.5x likely to stay late…if something needs to be done
• Engaged employees are 2x as likely to help someone they work with, even if they don’t ask for help
• 2.5x more revenue w engaged employees vs competitors with low engagement levels
• Engaged employees are 87% less likely to leave a company than their disengaged counterpart
• 75% of companies with strong employee engagement deliver an above average customer experience
Importance of ENGAGED employees
• 50% of highly engaged employees are likely to make a recommendation for improvement…versus 17% of their disgruntled peers
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Voice Of Field: How We Listen
Description/Objective
• Bi-annual survey that captures EMC employees are seeing with customers, partners, competitors, and in the market to enable EMC to continue to drive improvements to address feedback
• Drives internal priorities around customer experience and well as operational initiatives
• Closed loop process to drive visibility and adoption
13 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Total Customer Experience Day
OBJECTIVES
EMC will celebrate TCE Day on October 7th • Showcase EMC’s customer-centric
culture • Celebrate and thank EMC employees • Solicit feedback to drive continuous
improvement
DETAILS
Sum
mar
y 1. Celebrate EMC ‘s on-going commitment to our customers
2. Thank EMC professionals globally for their tireless focus and commitment to our customers
• Onsite Events: 10+ locations, 6 countries
• Online/Virtual Engagement: Customers & employees
• Key Event Elements: Executive engagement Interactive data visualizations Employee recognition Internal & External Social Media promotion
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On-Going Global Engagement
Name: Jane Doe Country: USA Role and Organization: Marketing Development Associate, Americas Field Marketing I define the customer experience by managing EMC's social presence within Spiceworks, a professional community and application that reaches more than 5M IT pros. Along with keeping our vendor page "spicy" and up to date, I work collaboratively with the inbound and product teams to ensure that we are listening and responding to customer feedback in the community. This helps to develop a better understanding of customer environments and fosters 1:1 relationship building.
You Define TCE (ALL EMC)
Virtual engagement for ALL EMC employees thru September 19th
Virtual Experience
On-Site Experience
• Virtual TCE Day Meeting Area (prerecorded content with interactive concepts & social “sharing” platform)
• Executive Welcome Message
• Interact virtually with EMC Executives, Expo & You Define TCE Wall
• Closing Message & Interact with Analytics Showcase & You Define TCE Wall • Interact with Analytics Showcase
& You Define TCE Wall • External Guest Speaker • Subject Matter Panel • Closing Message & Interact with Expo & You Define Wall
15 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Measuring EMC’s Customer Experience
Business Analytics as a Service: predictive analytics; data driven decisions; shared across EMC
OUR APPROACH HOW WE MEASURE
Customer Account Report 11 Quality Metrics
Joint goals established by PBU, SPL and TCE
Net Promoter Score (Customer loyalty)
CSAT for each step of Customer journey map
Competitive feedback
Net Promoter Score (Partner loyalty)
Competitive Benchmarking
16 © Copyright 2014 EMC Corporation. All rights reserved. © Copyright 2014 EMC Corporation. All rights reserved.
Our Pledge
In our pursuit of customer satisfaction and
loyalty through the active engagement of our
employees.
On continually improving our approach to a
memorable customer experience by engaging our
customers, partners & employees.
Fostering a hard-working, fun culture where
collaborative engagement makes the impossible
probable and the probable unlikely.
Our Path Forward…
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Our Path Forward… Summary
• Every employee impacts your customer experience • To meet the growing needs of your constantly evolving customer base,
you need engaged employees
• Enterprises with engaged employee experience, on average, better bottom line results
• Continuously improving your approach to employee engagement is required
• Being fanatically focused while having fun can yield great results around your customer experience and the employees driving your vision
Employee
Engagement and Customer Loyalty
Ian Annis EMEA Director of Strategic
Customer Engagement
19 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
We offer a range of mission-critical software and award-winning support, training, and consulting services covering:
How we do it. The benefits.
We develop everything via community-powered innovation.
Shared development reduces costs & accelerates innovation.
Open collaboration offers products that genuinely meet customers' requirements.
CLOUD OPERATING SYSTEM
VIRTUALIZATION STORAGE
MIDDLEWARE
Red Hat: What we do
Flexibility
Faster technology innovation
Alignment to your needs
Better price/performance
Better quality
20 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Engagement Drives Renewals and Upsell
Subscription Model
Earn Customer Loyalty
Companies with higher customer experience scores have competitive
advantages in the marketplace, greater loyalty, and can lead to millions to billion+
annually [1]
[1] The business impact of Customer Experience, 2012. Forrester Research, Inc.
Engaged Customers
Satisfied Customers
Customer Loyalty Renewals Upsell
Detractor comment after NPS closed loop: "Well, I really never expected you
guys to actually follow up and call me regarding my survey feedback."
Not Engaged Engaged Highly Engaged
Account Renewal Rates Overall renewal rate -20%
+5% +15% to +30%
21 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Engage Your Customers Relationship Experience - NPS Transactional Experience - CSAT
22 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Engage Your Employees ‘Protecting the Treasure’: Retention at Red Hat
23 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Reduced recruiting costs Higher morale + strengthened culture Stronger customer relationships More career opportunities Increased annual bookings
Engaged Employee Outcomes
People +
Tools +
Processes
24 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Content or Scope of Work
Work Stress
Career Growth (Promotion) Opportunities
Strategic Direction or Management
Compensation
Working Relationship with Manager
Training & Development opportunities
Other work related factor not listed
Benefits offered Working Relationship with co-workers
Operations and Management of your Department
Key Reasons for Not Being Engaged
Recognition
25 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Individual Contributors
People Don’t Leave Companies, They Leave Managers
Managers are key to the solution
26 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Engaged Employees Stay
EDUCATE EMPOWER ENFORCE
Relevant Red Hat Manager
+ Engaged Associates
27 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Employee Development
Technical Competency Soft Skills Development Customer Experience/Engagement
− Customer Success and Proactive Relationship Management Training
− Essential, proficiency, excellence Leadership Training
28 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Internal Company Recognition
Award plaques T-Shirts
Red Hat Reward Points
Compensation − Salary+Bonus+Stock
Recognition − Peer Level
Contribution Innovation Collaboration
− Company Level
Career Opportunity − Promotion − New Role
29 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
External Company Recognition
IDC Multi-Client Study, Enterprise Software Support
Services: Utilization and Satisfaction Study, May
2012
30 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Developing Stronger Engagement
31 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Team 360 Sample Manager Report
32 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Managers Team Engagement Checklist
Does everyone in my team know what is expected of him or her at work for this quarter?
Does my team have all the support they need to fully accomplish their tasks for their work?
Am I putting people in the right roles and playing to everyone’s strengths on the team?
Do they have the opportunity to do things they do best everyday?
Have I acknowledging people in my team this quarter on their successes?
Did I have 1:1 conversations about professional career goals with my team members this quarter?
Does my team need any training do their jobs well? Did I check with each one about their training needs?
Engaging Your Team Regularly
33 Red Hat Engaged Employees Drive Customer Loyalty | www.redhat.com | September 2014
Why Does Engagement Matter
Thanks for Your Participation
Ian Annis EMEA Director of Strategic Customer Engagement Tel.: +44 797 725 7448 Email: [email protected]
Kevin Scanlon Director, Total Customer Experience Tel.: 919/816-1220 Email: [email protected]
Bill Bradley VP Marketing and Business Development Tel.: 978/715-2587 Email: [email protected]
Requests for Information
Check for upcoming webcasts at www.omegascoreboard.com/webcast.php
Bill Bradley VP, Marketing & Business Development Omega Management Group Corp. [email protected] Tel. 978/715-2587