Customer experience: the final frontier - Gary Magenta

742 views
660 views

Published on

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
742
On SlideShare
0
From Embeds
0
Number of Embeds
476
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • What are the barriers that prevent employees from delivering a great customer experience
  • What are the barriers that prevent employees from delivering a great customer experience
  • What are the barriers that prevent employees from delivering a great customer experience
  • What are the barriers that prevent employees from delivering a great customer experience
  • What are the barriers that prevent employees from delivering a great customer experience
  • Set up the case for Customer Experience
  • Customer experience: the final frontier - Gary Magenta

    1. 1. Gary Magenta,Senior Vice President, Client SolutionsRoot Inc.CXCustomer Experience:The Final Frontier21 May 2013
    2. 2. Introduction• 12 years with Root Inc., a strategy executioncompany based in Toledo, Ohio• Senior sponsor of Root’s Customers ForLife Team• Architect of Root’s managerdevelopment program• Certified executive coach• 28 years in the customer experience field
    3. 3. AgendaCX• Point-of-View and Keys to creatinga great CX• Who Delivers the Great CX?• The Barriers to Great CX• CX Case Study• How to Overcome Those Barriers• Q&A
    4. 4. The Keys to a Great Customer Experience
    5. 5. The Keys to a Great Customer Experience• Focus on customer centricity• Align Executive Team, Managers, and Front Lineto the business realities, strategies, and priorities• Design processes with the front line andcustomer in mind• Identify strategic/operational priorities11Creating aCustomer-First Culture
    6. 6. The Keys to a Great Customer Experience• Build managers’ field leadership capabilities• Empower managers to make decisions that supportthe strategic customer-first priorities of the business12Act Like Owners
    7. 7. The Keys to a Great Customer Experience• Connect front-line to the customer-first strategy• Provide skills and knowledge to deliver greatcustomer experience consistently across all shifts,locations, and employees13Deliver AuthenticExperiences
    8. 8. What’s Preventing Us From Delivering CX?Strategy without execution is meaningless.Execution without people is impossible.
    9. 9. What’s Preventing Us From Delivering CX?
    10. 10. Visualization and Storytelling
    11. 11. Data
    12. 12. Dialogue and Small-Group Interaction
    13. 13. Your Front Line Delivers the CXWestern Europe Employee Engagement (Includes UK)© Copyright Gallup® Workplace Survey
    14. 14. Your Front Line Delivers the CXHighly Engaged Employees vs. Disengaged EmployeesSource: Temkin Group Q4 2011 Consumer Benchmark SurveyCopyright© 2012 Temkin Group. All rights reserved.
    15. 15. Your Front Line Delivers the CXEmployeeEngagement byPerception ofCustomerExperienceSource: Temkin Group Q4 2011 Consumer Benchmark SurveyCopyright© 2012 Temkin Group. All rights reserved.75%Of highly/moderately engaged employees feeltheir CX is significantly better than theircompetitors.
    16. 16. The Service Profit ChainStrongFinancialResultsGreatCustomerExperienceEngagedEmployeesLoyalCustomersLowerEmployeeTurnoverInvestment InEmployeesProuderEmployees
    17. 17. Case Study
    18. 18. Case StudyLeadersExecutive Team AlignmentLeadershipCommitmentsStrategic Roadmap
    19. 19. Case StudyEveryoneStrategyCustomer Service/Sales Process
    20. 20. Case StudyManager Development
    21. 21. Case StudyElectronic CustomerService Simulations Brand Promise
    22. 22. Case StudyResults
    23. 23. Questions & AnswersThank you!
    24. 24. www.rootinc.com

    ×