Best Practices in Building a Successful VoC Program

1,175 views
1,089 views

Published on

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.

Published in: Technology, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,175
On SlideShare
0
From Embeds
0
Number of Embeds
158
Actions
Shares
0
Downloads
40
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Best Practices in Building a Successful VoC Program

  1. 1. BEST PRACTICES IN BUILDINGA SUCCESSFUL VoC PROGRAM Karine Del Moro Senior Director
  2. 2. WHY NOW?
  3. 3. WHAT IS VoC… 4 Copyright 2012 Confirmit. All Rights Reserved
  4. 4. WHAT IS VoC… 5 Copyright 2012 Confirmit. All Rights Reserved
  5. 5. KEY STEPS Define Design Capture Analyze Act Review 6 Copyright 2012 Confirmit. All Rights Reserved
  6. 6. A VISUALIZATION OF THESE KEY STEPS 7 Copyright 2012 Confirmit. All Rights Reserved
  7. 7. DEFINE 8 Copyright 2012 Confirmit. All Rights Reserved
  8. 8. DEFINEPurpose● Executive buy-in● Robust business case● Understand your customers’ journey 9 Copyright 2012 Confirmit. All Rights Reserved
  9. 9. 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
  10. 10. … 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
  11. 11. CUSTOMER JOURNEY MAPPING 12 Copyright 2012 Confirmit. All Rights Reserved
  12. 12. DEFINE - TOP TIPUnderstand thelandscape● Your business issues● Your customer journey 13 Copyright 2012 Confirmit. All Rights Reserved
  13. 13. DESIGN 14 Copyright 2012 Confirmit. All Rights Reserved
  14. 14. DESIGNPurpose● Roadmap● Robust program architecture o Sampling o Channels o Questionnaires o Reporting o Closed loop 15 Copyright 2012 Confirmit. All Rights Reserved
  15. 15. 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
  16. 16. 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
  17. 17. DESIGN – TOP TIPFocus ahead● Prepare for your “killer slide”● Flexible Program framework 18 Copyright 2012 Confirmit. All Rights Reserved
  18. 18. IMPLEMENT 19 Copyright 2012 Confirmit. All Rights Reserved
  19. 19. ENGAGING EXPERIENCES 20 Copyright 2012 Confirmit. All Rights Reserved
  20. 20. IMPLEMENT – TOP TIPBring it all together● Use all sources of data● Engage your audience 21 Copyright 2012 Confirmit. All Rights Reserved
  21. 21. ANALYZE 22 Copyright 2012 Confirmit. All Rights Reserved
  22. 22. 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
  23. 23. 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
  24. 24. 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
  25. 25. 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
  26. 26. DON’T LOSE THE INDIVIDUAL 27 Copyright 2012 Confirmit. All Rights Reserved
  27. 27. ANALYZE - TOP TIPTake people on ajourney● Call to action● Bring data alive 28 Copyright 2012 Confirmit. All Rights Reserved
  28. 28. ACT 29 Copyright 2012 Confirmit. All Rights Reserved
  29. 29. 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
  30. 30. ACT Who owns the Program? 31 Copyright 2012 Confirmit. All Rights Reserved
  31. 31. ACT 32 Copyright 2012 Confirmit. All Rights Reserved
  32. 32. ACT – TOP TIPHarness the power● Balance the strategic & tactical● Go viral 33 Copyright 2012 Confirmit. All Rights Reserved
  33. 33. REVIEW 34 Copyright 2012 Confirmit. All Rights Reserved
  34. 34. REVIEW - TOP TIP Define Design Capture Analyze Act 35 Copyright 2012 Confirmit. All Rights Reserved
  35. 35. ANY QUESTIONS 36 Copyright 2012 Confirmit. All Rights Reserved

×