Customer Experience Recognition: Employee Engagement

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Customer experience improvement and customer-centered culture can be accelerated and embedded via self-reporting team recognition, which fosters empowerment, momentum, accountability, knowledge management, closed-loop communication and energetic focus.

See http://ClearActionCX.com

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Customer Experience Recognition: Employee Engagement

  1. 1. www.ClearActionCX.com Customer Experience Recognition Self-Reporting Team Recognition Methodology to Accelerate & Embed Customer-Centered Culture
  2. 2. © Copyright ClearAction LLC. All rights reserved. Communication is Changing! = 2-way Conversation
  3. 3. Challenges in Recognizing Achievements A Manager's Perspective Additional Administrative Burdens At the Last Minute 1-way Conversation
  4. 4. Self-Reporting Team Recognition: Case Study . Cross-Functional Teams Formed Management's Challenges Announced Project Approach Identified Progress Tracked in Recognition Database . Current Performance Target Constructive Feedback From Panel of Judges Wide Array of Congratulations - or - Chance to Re-Submit Momentum, Accountability, Big Results © Copyright ClearAction LLC. All rights reserved.
  5. 5. Self-Reporting Reflects Team's Journey Photo by Marcelo Terraza Who are the team members? Why does this team exist? What was the root cause? What improvement tools were used? What improvements were achieved? What did stakeholders say? How were lessons learned proliferated? How was the root addressed? © Copyright ClearAction LLC. All rights reserved.
  6. 6. RECOGNITION FOR QUALITY IMPROVEMENTS Q3’XX Congratulations to Q3’XX Corporate Quality Recognition Winners. These teams have utilized quality tools and techniques to resolve problems and improve customer satisfaction. Join us in congratulating these teams for their outstanding quality improvements! NEXT PROCESS IS THE CUSTOMER Team Name 2-3 lines describing team achievement, beginning with quantitative results Members Members Members Members Members Members Members Members Members BREAKTHROUGH PERFORMANCE Team Name 2-3 lines describing team achievement, beginning with quantitative results Members Members Members Members Members Members Members Members Members RIGHT THE FIRST TIME Team Name 2-3 lines describing team achievement, beginning with quantitative results Members Members Members Members Members Members Members Members Members SUPPLIER ALIGNMENT Team Name 2-3 lines describing team achievement, beginning with quantitative results Members Members Members Members Members Members Members Members Members Congratulatory Poster Template © Copyright ClearAction LLC. All rights reserved.
  7. 7. Tips for Accessible Recognition  Create performance categories  Specify self-reporting criteria  Vertical & horizontal visibility To Motivate: Culture Change Morale-Building Retention Cost Reduction Productivity Quality Customer Focus etc. SetUp  Engage executive sponsors  Monitor common reference frames  Close-loop communication 2-Way  Recognize per contributions  Focus on leading indicators  Proliferate best practices Value © Copyright ClearAction LLC. All rights reserved.
  8. 8. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  9. 9. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  10. 10. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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