Customer Centricity Engine
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Customer Centricity Engine

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The purpose of this deck is to present a simple model to ensure that customer feedback data flows with systematic steps within an organizaton and insights lead to actions. The model works well with ...

The purpose of this deck is to present a simple model to ensure that customer feedback data flows with systematic steps within an organizaton and insights lead to actions. The model works well with Net Promoter Score (NPS)*, but can also be utilized with other data.

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    Customer Centricity Engine Customer Centricity Engine Presentation Transcript

    • Customer Centricity EngineJohanna VesterinenXperienceFocus Oy20 February 2013
    • Purpose of the presentation• The purpose of this deck is to present a simple model which helps ensuring that • customer feedback data flows with systematic steps within an organizaton • insights lead to taking actions • improvements are followed through.• The model works well with Net Promoter Score (NPS)*, but can also be utilized with other data. *) Net Promoter®, Net Promoter Score®, and NPS® are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
    • Customer Centricity engine- a systematic framework for ensuring effective utilization of customer feedback Listening to customers Initiating actions Data gathering Follow-up Data processing Reporting insights to right and analysis target groups Organization mindset Management commitment 3
    • Listening to customers; Data gathering • From whom • Sampling • Users – decision makers – influencers • When • At what point during the customer journey is feedback gathered • What data • Net Promoter Score (NPS)* – or other metric • Additional questions • Demographic data • How • Online – email+online – mobile – surveys • Using internal resources vs external providers 4 *) Net Promoter®, Net Promoter Score®, and NPS® are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
    • Data processing and analysis • IT systems • Data storage, processing and reporting • Need for translations • Manual vs automated • Text analysis • Manual vs automated • Topics • Sentiment • Making data available • Online reporting tools • Customized reports for internal stakeholders • Communications 5
    • Reporting insights to right target groups • Target groups for insights and reporting • Leadership teams • Functional teams • Responsibilities • Centralized vs decentralized analysis and reporting • Standardized, regular reporting • Target groups - content – frequency • Ad-hoc reporting • Triggered by issues that need immediate attention • Utilization • Customer feedback as standard agenda item • Scorecards 6
    • Reporting insights to right target groups • Process for action initiation • Roles and responsibilities • Process steps • Reviews and follow-up • Ensuring progress and closing actions • Understanding the impact • Communication of improvements • Both internal and external communication • Recognizing and rewarding results 7