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Strengthen Your Service Culture

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A strong service culture doesn't just happen.

It's something you cultivate and actively manage, just as you would with any other initiative at your company. And it starts with business leaders nurturing a customer-centric culture; one in which motivated employees continuously strive to attain service excellence. Read more: http://www.satrixsolutions.com/blog/strengthening-service-culture-part-one/

Published in: Business
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Strengthen Your Service Culture

  1. 1. STRENGTHEN YOUR SERVICE CULTURE AND REAP THE BUSINESS BENEFITS @SatrixSolutions
  2. 2. Undeveloped Initiating Emerging Sophisticated World-class Satrix Solutions Customer Experience Maturity Model @SatrixSolutions
  3. 3. INGREDIENTS FOR SUCCESS @SatrixSolutions
  4. 4. INGREDIENT #1 Customer Experience Starts at the Top @SatrixSolutions
  5. 5. Lead by Example Hold People Accountable “Economically irrational” Direct Link to VoC Budget Allocation@SatrixSolutions
  6. 6. INGREDIENT #2 Central to Company’s Mission / Vision / Values @SatrixSolutions
  7. 7. @SatrixSolutions
  8. 8. @SatrixSolutions
  9. 9. INGREDIENT #3 Innovation, Development, & Improvements are Customer-Driven (or informed)@SatrixSolutions
  10. 10. CX Championship Team @SatrixSolutions
  11. 11. INGREDIENT #4 Understanding of the Customer Journey & “Moments of Truth” @SatrixSolutions
  12. 12. @SatrixSolutions
  13. 13. INGREDIENT #5 Clear Business Case Established – with Quantifiable ROI @SatrixSolutions
  14. 14. Customer Lifetime Value Customer Retention Share-of-Wallet Referrals@SatrixSolutions
  15. 15. INGREDIENT #6 VoC Measurement, KPI’s, & Action @SatrixSolutions
  16. 16. @SatrixSolutions Sale Onboard Delight, Retain, Grow, Renew Defect Sales Win/Loss Interviews Onboarding & Implementation Surveys Customer, NPS & Support Ticket Surveys Customer Advisory Board Customer Perception Audit Defection Interviews Customer Journey Mapping
  17. 17. Net Promoter Score (NPS) = % of Promoters - % of Detractors PromotersDetractors Passive Extremely likelyNot at all likely 0 1 2 3 4 5 6 7 8 9 10 Net Promoter Score “How likely are you to recommend Satrix Solutions to a friend or colleague?” @SatrixSolutions
  18. 18. Customer Effort Score “The company made it easy for me to handle my issue” (agree/disagree) @SatrixSolutions Overall Satisfaction How likely are you to renew?
  19. 19. INGREDIENT #7 Engaged & Empowered Employees @SatrixSolutions
  20. 20. The Service-Profit Chain James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger @SatrixSolutions
  21. 21. “We are Ladies and Gentlemen serving Ladies and Gentlemen.” The Ritz-Carlton empowers its employees by budgeting $2,000 for every employee to spend to create memorable guest experiences. “Use good judgment in all situations.” Nordstrom’s golden rule for employees is widely recognized. @SatrixSolutions
  22. 22. @SatrixSolutions
  23. 23. INGREDIENT #8 Rewards and Recognition Tied to CX @SatrixSolutions
  24. 24. @SatrixSolutions
  25. 25. INGREDIENT #9 Regular Communication, Socialization, & Story- telling @SatrixSolutions
  26. 26. @SatrixSolutions
  27. 27. INGREDIENT #10 Hire, Train, Develop @SatrixSolutions
  28. 28. @SatrixSolutions Emotional Intelligence (EQ) Right Person – Right Job Incorporated in Formal Reviews
  29. 29. Undeveloped Initiating Emerging Sophisticated World-class Satrix Solutions Customer Experience Maturity Model @SatrixSolutions
  30. 30. Evan Klein Founder & President Direct: 480-773-6120 evan@satrixsolutions.com www.satrixsolutions.com

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