Rob Kleier - "Driving the Customer Experience"
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Rob Kleier - "Driving the Customer Experience"

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Powerpoint slide deck from Rob Kleier's presentation to HDIOC on March 9, 2011.

Powerpoint slide deck from Rob Kleier's presentation to HDIOC on March 9, 2011.

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    Rob Kleier - "Driving the Customer Experience" Rob Kleier - "Driving the Customer Experience" Presentation Transcript

    • Rob Kleier Director, Solutions Development CustomerQuality Environment
    • 360◦ View
    • Customer Quality Environment
    • 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
    • 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
    • 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
    • Implementation Framework Understand the Envision & Architect Deliver the Right Business Challenge the Solution Integrated Solution Define what customer Form a client advocate Form the SMO project service means “Steering Committee” group Prioritize customer Get buy-in from the top Get the word out satisfaction milestones Execute against Develop a change Define roles & milestones – “Customer management approach responsibilities Satisfaction is (FIOF / NILL) Collaborative” Build an execution plan Continually improve by Develop a GAP analysis for each area of the testing the environment company Assess approaches to close gaps Develop project plan milestones
    • “Success is getting what you want.Happiness is wanting what you get” Dale CarnegieThe goal is to keep the clients you have!!
    • ThankThank you!! You!