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Rob Kleier - "Driving the Customer Experience"
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Transcript of Rob Kleier - "Driving the Customer Experience"
![Page 1: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/1.jpg)
Rob Kleier
Director, Solutions Development
Customer
Quality Environment
![Page 2: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/2.jpg)
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![Page 3: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/3.jpg)
Customer Quality Environment
![Page 4: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/4.jpg)
How are we going to get there?
• Strategic principles to consider in creating a quality customer experience
• Implementation Framework of a “Customer Quality Environment”:
– Directs the guiding principles of customer satisfaction
– Ensures the customer has a voice
– Develops alignment throughout the organization
![Page 5: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/5.jpg)
Strategic Principles
• Develop Driving Principles:
– Client involvement
– Employ a “Fix it Once and Forever” mentality
– “NILL” - ensure Nothing Is Left to Linger
– Make data transparent internally and externally
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Strategic Principles
• Develop Driving Principles:
– Communicate with clients succinctly and often
– Proactive detection and resolution of issues
– “EE” - Escalation Empowerment
Preemptive Strike - commonly refers to an attack made upon an enemy as a
precautionary response to an anticipated or impending war.
- Wikipedia
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Implementation Framework
Understand the Business Challenge
Define what customer service means
Get buy-in from the top
Form a client advocate “Steering Committee”
Prioritize customer satisfaction milestones
Form the SMO project group
Get the word out
Envision & Architect the Solution
Deliver the RightIntegrated Solution
Define roles &responsibilities
Develop a GAP analysis
Assess approaches to close gaps
Develop project plan
milestones
Develop a change management approach (FIOF / NILL)
Build an execution plan for each area of the company
Execute against milestones – “Customer Satisfaction is Collaborative”
Continually improve by testing the environment
![Page 8: Rob Kleier - "Driving the Customer Experience"](https://reader033.fdocuments.net/reader033/viewer/2022051818/54bc618d4a79590a688b45a2/html5/thumbnails/8.jpg)
“Success is getting what you want.
Happiness is wanting what you get”
Dale CarnegieDale Carnegie
The goal is to keep the clients you have!!
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Thank you!! Thank
You!Thank you!!
You!