Revolutionize Your Customer Service Culture
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Transcript of Revolutionize Your Customer Service Culture
Talk to Walk:
Revolutionizing your Service Culture
Twitter: @mpace101 #ACCE2011
#ACCE2011
Michael Pace
Director of Customer Support & Community Management
Constant Contact
Twitter: @mpace101LinkedIn
Blog: www.thepaceofservice.com
Twitter: @mpace101
#ACCE2011Twitter: @mpace101
Twitter: @mpace101 #ACCE2011
Twitter: @mpace101 #ACCE2011
Twitter: @mpace101 #ACCE2011
1.
4.
2.
3.
5.
Clear Priorities
Metrics that Matter
Reinforce Beliefs
Organized to Support
Service Purpose / Vision
Twitter: @mpace101 #ACCE2011
Clear Priorities
Twitter: @mpace101 #ACCE2011
“If you don’t know where you are going, you are liable to end up someplace else”
- Yogi Berra
Service Purpose / Vision
“Employees shouldn’t be expected to deliver first-rate service if management can’t first
define it”- Horst Schulze (retired President of the Ritz
Carlton Hotel Company
Twitter: @mpace101 #ACCE2011
Metrics that Matter
It’s not about You, it’s about THEM
Twitter: @mpace101 #ACCE2011
Metrics that MatterCustomer Need Drivers Critical to Quality (CTQs) Potential Process Metrics
CUSTOMER NAME: Awareness of Community (C-Sat Survey)End Customer - Primary Access to Peers & Experts # of 1st time visitors (Unique)
Partners & Prospects #/% of Returning visitorsConstant Contact Educational Informative Returning visitor frequency
Highly Engaging/Valuable Orig/Creating postsPost comments
Has my small biz/org interests at heart Views
Lithium Health IndexPlace where I can be heard, considered thought leader, participant, member, receive recognition Accepted Solutions
VOC/Uservoice submissionsIdea Forum submissions/posts (once platform enabled)Idea Forum Comments (once platform enabled)
Participant kudos
Saves time
Customer SatisfactionPlace you want to be (Satisfaction) Cost Saving NPS
Internal Community Satisfaction SurveyEasy to Use
Resolves Support Issues minimizing human contact (1 to many resolution Support Cost / Account
FTE SavedProvides Scale for organization Helps coach Incidents Saved
Channel MixRepository of Content
AcquisitionARPU
Achieves broader business metrics Customer Lifetime Value RetentionProfitabilityPartner Assistance
A highly engaging and valuable community
resource for our customers, partners and
prospects
Critical to Quality Tree
Twitter: @mpace101 #ACCE2011
Metrics that Matter
Friendly / Supportive
Efficient / High Value
Product Knowledg
e
Accurate Compliant (shhhh)
Most Common Drivers
Twitter: @mpace101 #ACCE2011
Reinforce Beliefs
Twitter: @mpace101 #ACCE2011
Measure and incent on based on your vision and customer needs
Recognize when beliefs are realized
Foster the expectation of living the vision
Reinforce Beliefs
Twitter: @mpace101 #ACCE2011
Organized to Support
Infrastructure
People Process Systems
Twitter: @mpace101 #ACCE2011
I got your back
Validation Failure Cost Metrics
4C-Sat4NPS4 Incident Surveys
4 Cost / X4 Your key efficiency
metric
4Cost of Rework
4# of Complaints
4Lost Customers
4# of Escalations
Twitter: @mpace101 #ACCE2011