Evolution - Engage Customer€¦ · Evolution: The convergence of customer & employee engagement...
Transcript of Evolution - Engage Customer€¦ · Evolution: The convergence of customer & employee engagement...
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Evolution:The convergence of customer &employee engagement
Claire SportonVP, Customer Experience Management
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spike
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Pinnacle of Evolution
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Pinnacle of Evolution
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Pinnacle of Evolution
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1. Evolution Continuum
2. End Game
3. How can we Evolve?
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1. Evolution Continuum
2. End Game
3. How can we Evolve?
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Evolution Continuum
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1. Research Business Tool
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The more data, the better
The goal is to improve the score
We need to benchmark to understand
where we stand against norms
The mere act of using data is strategic
An engagement survey tells us what to do next
Common Misconceptions – VoC or VoE
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Marketing Services Operations
2. Siloed ownership Business Ownership
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Chief Customer Officer
2. Siloed ownership Business Ownership
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NO Ownership
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2. Siloed ownership Business Ownership
HR
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3. Limited Impact Business Impact
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3. Limited Impact Business Impact
UK 9th out of 12 largest economies
Move to upper quartile =
£25.8bn
Kenexa Research 2009
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1. Evolution Continuum
2. End Game
3. How can we Evolve?
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© 2014, Forrester Research, Inc.
State of the Art Full integration across all data including employee feedback Prioritisation framework for improvement Sophisticated business value calculations
Advanced Unsolicited feedback collection Ties in to other data sources Formal processes for taking action Executive support
Foundational Feedback from multiple channels (mostly surveys) Basic analysis and reporting Data used to drive basic fixes
End Game
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Old World
Listen Source of Insight
Client/Customer
Relationship Survey
Employee
Annual Engagement
Strategic & Process Improvement
ActReporting & Value
Follow up With Client
Strategic & Process Improvement
Team Performance
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End Game
Client/Customer Employee
Follow up with ClientTeam Performance
Relationship Survey
Transactional SurveyAnnual
Engagement “VoCE”
Strategic & Process Improvement
Strategic & Process Improvement
Integration&
Analysis
Complaints
Social Media
Incoming email
CRM
HR systems
Operational data
Listen Source of Insight
ActReporting & Value
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End Game
Employee
Follow up with Client /
CustomerTeam Performance
Relationship Survey
Transactional SurveyAnnual
Engagement “VoCE”
Strategic & Process Improvement
Complaints
Social Media
Incoming Email
CRM
HR Systems
Operational Data
SmartHubTM
Client / Customer
Expertise Integrity Value Agility Collaboration
Listen Source of Insight
ActReporting & Value
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End Game – Business Value
Customer TeamStrategic & process improvement
• Email alerting - Customer “at risk”
• Portfolio Dashboard - Contacts / team feedback- CRM data - Priorities for improvement
• Client level PDF - Share results and agree
action plan
• Team analysis with customer feedback and team feedback alongside financial performance
• Coaching & resource/training notes• Identification of at risk employees• Identification of stars for recognition
• Corporate Dashboard - Key drivers for improvement
- Customers- Employees
• Driving Improvement - Project monitoring - Sharing best practice
• Predictive analytics- Will action taken drive
required level of change
•Grow trust with customer• Improved retention and growth•Team understanding of customer
priorities•Reference programme driving
advocacy•Customer centric culture
• Investment in the true drivers of engagement & satisfaction•Monitoring impact of improvement
initiatives
• Improvement of customer centricity• Improved engagement & churn•Monitoring of action for
underperformance
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End game - Virtuous spiral
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1. Evolution Continuum
2. End Game
3. How can we Evolve?
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Employee satisfaction
Internal service quality
Employee productivity
Employee retention
External service value
Customer satisfaction
Customer loyalty
Revenue growth
Profitability
Service profit chain
1. Demonstrate the Link
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Emp
loye
e En
gage
men
t
Customer Advocacy
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Internal view
Customer view
2. Employees Perspective on CX
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Internal view
Customer view
2. Employees Perspective on CX
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3. Make it Personal
Sha Wai Yoong
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4. Use CJM as a Tool for Engagement
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Voice of Customer
Loyalty
Engagement
Voice of Employee
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5. The “Glue”
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1+1 Does not Equal 2
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Thank You
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Claire Sporton, VP, Customer Experience [email protected]
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