Engagement overview sharing

1. 1
18 January 2016
1
Partnership and Engagement
Alan Ting
Business Development & Innovation

2. Engagement is a Business Strategy that can be
Leveraged to Drive Revenue and Profitability
Engaged Customers
 Spend more money
 Less price sensitive, deliver higher margin
Engaged Associates
 Provide higher levels of customer centric
behavior
 More productive & have fewer accidents
Finance
IT
Sales
Marketing
Product
Category
HR
Legal
Shipping
Operations
Customer
Care
Customers
First
Opportunities to Create Engagement are Everywhere!

3. Customer & Associate Engagement Framework
Improvements &
Measurement
Calibration
Action
Planning
Customer
Focus
Groups
Diagnostics
The Framework
 Diagnostics - measure & compare
customer expectations and
associate perceptions
 Calibration - gain further insight
into diagnostic feedback
 Diagnostics & Calibration -
identify strengths & areas to
improve or change
 Action Planning – create a new
customer experience model
 Improvements & Measures -
Provide leading indicators as to the
impact of action planning through
continuous feedback
…a Continuous Feedback Loop
Partner
Focus
Groups
Customer
Survey
Experience
360
Partner
Survey
Experience
360
Customer
Engagement
Actions
Partner
Engagement
Actions
Interaction
Surveys -
Call
Centers
Care
Center
Feedback
to DC’s
Customer &
Associate
Pulse
Surveys

4. Customer & Associate Engagement Framework
…an Ongoing Journey
Calibration
Customer
Focus Groups
Diagnostics
Partner
Focus Groups
Customer Survey
Experience 360
partner Survey
Experience 360
Diagnostics & Calibration
 Compare customer expectations & associate
perceptions
 Assess OUR unique drivers of engagement
 Focus group feedback used to gain further
insight into survey responses
 Action planning based on prioritized
customer & associate survey and focus
group feedback

5. Customer & Associate Engagement Framework
…an Ongoing Journey
Improve/MeasureAction Planning
Customer
Engagement
Actions
Partner
Engagement
Actions
Interaction
Surveys
Care Feedback
to Distribution
Centers
Pulse Surveys
Action Planning
 Prioritized based on items proven to drive engagement
 Create a new customer experience model
 Empower associates to own the experience
Improvements & Measures
 Real time measurement providing leading indicators from
the customer’s perspective
 Tracking metrics for customer satisfaction & loyalty

6. Engagement is a Journey
Critical Success Factors
Make it Easy to Internalize
4 Easy Steps
 Capture customer & associate perceptions of
the customer experience
 Define a great customer experience from
the customers’ perspective
 Determine how the experience can be
delivered by Partner
 Develop metrics and action plans and
communicate
Next Step…
Link Engagement to Compensation
Business Strategy
Linkage
Org
Readiness
Executive
Sponsorship
Culture
Change
Management
Accountability
On-going
Communication