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Best Practices in Building a Successful VoC Program
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Best Practices in Building a Successful VoC Program

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Karine Del Moro, Senior Director, Confirmit delivered the following presentation at the organization's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with ...

Karine Del Moro, Senior Director, Confirmit delivered the following presentation at the organization's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Delvinia and AskingCanadians.

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    Best Practices in Building a Successful VoC Program Best Practices in Building a Successful VoC Program Presentation Transcript

    • BEST PRACTICES IN BUILDINGA SUCCESSFUL VoC PROGRAM Karine Del Moro Senior Director
    • WHY NOW?
    • WHAT IS VoC… 4 Copyright 2012 Confirmit. All Rights Reserved
    • WHAT IS VoC… 5 Copyright 2012 Confirmit. All Rights Reserved
    • KEY STEPS Define Design Capture Analyze Act Review 6 Copyright 2012 Confirmit. All Rights Reserved
    • A VISUALIZATION OF THESE KEY STEPS 7 Copyright 2012 Confirmit. All Rights Reserved
    • DEFINE 8 Copyright 2012 Confirmit. All Rights Reserved
    • DEFINEPurpose● Executive buy-in● Robust business case● Understand your customers’ journey 9 Copyright 2012 Confirmit. All Rights Reserved
    • EXEC BUY INBusiness Issues Increased Reduced Culture Revenue Cost Change Process Customer centricity / Reduced churn improvement Brand promise Compliance / process Cross functional Improve cross sell consistency change Attract new customers 10 Copyright 2012 Confirmit. All Rights Reserved
    • … AND YOUR BUSINESS ISSUES1. Promote a customer centric culture2. Reduce costs through process improvements3. Attract new customers4. Reduce customer churn 11 Copyright 2012 Confirmit. All Rights Reserved
    • CUSTOMER JOURNEY MAPPING 12 Copyright 2012 Confirmit. All Rights Reserved
    • DEFINE - TOP TIPUnderstand thelandscape● Your business issues● Your customer journey 13 Copyright 2012 Confirmit. All Rights Reserved
    • DESIGN 14 Copyright 2012 Confirmit. All Rights Reserved
    • DESIGNPurpose● Roadmap● Robust program architecture o Sampling o Channels o Questionnaires o Reporting o Closed loop 15 Copyright 2012 Confirmit. All Rights Reserved
    • A “KILLER” SLIDE Annual Revenue vs NPS$16,000$14,000$12,000$10,000 $8,000 $6,000 $4,000 $2,000 $- 0 1 2 3 4 5 6 7 8 9 10 NPS Lifetime Value by Satisfaction $1,000 $900 $800 Lifetime Customer Value $700 $600 $500 $400 $300 $200 $100 $0 0 1 2 3 4 5 6 7 8 9 10 Customer Satisfaction 16 Copyright 2012 Confirmit. All Rights Reserved
    • MODULAR DESIGN: CONSISTENT, YET FLEXIBLE A consistent and comparable set of Corporate metrics A consistent and comparable measure of “People” across the business A unique Survey for a touchpoint 17 Copyright 2012 Confirmit. All Rights Reserved
    • DESIGN – TOP TIPFocus ahead● Prepare for your “killer slide”● Flexible Program framework 18 Copyright 2012 Confirmit. All Rights Reserved
    • IMPLEMENT 19 Copyright 2012 Confirmit. All Rights Reserved
    • ENGAGING EXPERIENCES 20 Copyright 2012 Confirmit. All Rights Reserved
    • IMPLEMENT – TOP TIPBring it all together● Use all sources of data● Engage your audience 21 Copyright 2012 Confirmit. All Rights Reserved
    • ANALYZE 22 Copyright 2012 Confirmit. All Rights Reserved
    • REPORTING DRIVING ACTION? Action Required NPS Score 27.3% Promoters $150,435 Drive word of mouth Detractors $72,372 Follow up with client Response Rate 42% Non-respondents $320,000 Improve response rate Outstanding Alerts 1 Action Now 23 Copyright 2012 Confirmit. All Rights Reserved
    • MAKE IT EASY… Action RequiredNPS Score 27.3% Promoters $150,435 Drive word of mouth Detractors $72,372 Follow up with clientResponse Rate 42% Non-respondents $320,000 Improve response rateOutstanding Alerts 1 Action Now Action Required NPS Score 27.3% Promoters $150,435 Drive word of mouth Detractors $72,372 Follow up with client Response Rate 42% Non-respondents $320,000 Improve response rate Outstanding Alerts 1 Action Now 24 Copyright 2012 Confirmit. All Rights Reserved
    • MAKE IT EASY… Action RequiredNPS Score 27.3% Promoters $150,435 Drive word of mouth Detractors $72,372 Follow up with clientResponse Rate 42% Non-respondents $320,000 Improve response rateOutstanding Alerts 1 Action Now 25 Copyright 2012 Confirmit. All Rights Reserved
    • MAKE IT EASY… Action RequiredNPS Score 27.3% Promoters $150,435 Drive word of mouth Detractors $72,372 Follow up with clientResponse Rate 42% Non-respondents $320,000 Improve response rateOutstanding Alerts 1 Action Now 26 Copyright 2012 Confirmit. All Rights Reserved
    • DON’T LOSE THE INDIVIDUAL 27 Copyright 2012 Confirmit. All Rights Reserved
    • ANALYZE - TOP TIPTake people on ajourney● Call to action● Bring data alive 28 Copyright 2012 Confirmit. All Rights Reserved
    • ACT 29 Copyright 2012 Confirmit. All Rights Reserved
    • STRATEGIC AND TACTICAL ACTIONS Customer Tactical Action Closed Loop Capture Root Cause Action Analysis Alert Prioritize Strategic Action 30 Copyright 2012 Confirmit. All Rights Reserved
    • ACT Who owns the Program? 31 Copyright 2012 Confirmit. All Rights Reserved
    • ACT 32 Copyright 2012 Confirmit. All Rights Reserved
    • ACT – TOP TIPHarness the power● Balance the strategic & tactical● Go viral 33 Copyright 2012 Confirmit. All Rights Reserved
    • REVIEW 34 Copyright 2012 Confirmit. All Rights Reserved
    • REVIEW - TOP TIP Define Design Capture Analyze Act 35 Copyright 2012 Confirmit. All Rights Reserved
    • ANY QUESTIONS 36 Copyright 2012 Confirmit. All Rights Reserved