ECEW 2013 Sam Ellis - Using real-time customer feedback to drive Customer Experience

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In his session Sam will explore how obtaining feedback from customers has been a driving force in what has been a Customer Experience revolution at Atos. He will describe how his team use a sound methodology, effective tooling, followup processes and Continuous Service Improvement to make it really easy for the end users of IT services to leave feedback and see it acted up on quickly, and for Atos to see the behavioural change in their Service Delivery teams to delivering consistently high service levels to its clients. Rather than waste excessive time on results analysis, he shows how human effort can be put to best use in reaching the hearts and minds of those people you thought might never 'get it'. He will talk you through the key principles which have worked well in transforming the service delivered to some of his major clients – as well as vital lessons learnt which would apply to both B2B and B2C industries.

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ECEW 2013 Sam Ellis - Using real-time customer feedback to drive Customer Experience

  1. 1. 13/08/2013 Using real-time feedback to drive customer experience
  2. 2. 2 13/08/2013 About me
  3. 3. 3 13/08/2013 Large and visible titles
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  13. 13. 13 13/08/2013 Our ‘End User’ Loyalty Score – an NPS alternative Extremely Poor 1 2 3 4 5 6 7 8 9 Detractors Passives Promoters EULS % of PROMOTERS (6 to 9)= % of DETRACTORS (1 to 4) - Outstanding
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  15. 15. 15 13/08/2013 Key lessons » Measure what is accurate – and even then, IS it accurate?? » Free format comments are gold dust » Make sense of it all » Stop ANALYSIS PARALYSIS » Automate to innovate – free up your minds » Use the right measure but don’t keep changing it » Immediate Change vs long term change » Focus on Next Steps and Making Change Happen
  16. 16. 16 13/08/2013 CHANGE: BUT NOT AS WE KNOW IT ‘There is no change unless there is behavioural change’ – Leandro Herrero
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  18. 18. 18 13/08/2013 USD Reports
  19. 19. 19 13/08/2013 Scores
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  22. 22. 22 13/08/2013 Ownership Do the right thing Fix things quickly Make it easy! New ideas Innovate Communicate Set expectations Meet expectations Zero E-mail Best advice Business technologists
  23. 23. 23 13/08/2013 Trends
  24. 24. 24 13/08/2013 USD Reports
  25. 25. 25 13/08/2013 Commentary
  26. 26. 26 13/08/2013 CommentaryPAPER AEROPLANES: AN AMAZING COMMUNICATION TOOL What are you taking away and leaving behind today?
  27. 27. 13/08/2013 Thank you For more information please contact: T+ 44 7891 361500 sam.ellis@atos.net @experiencesam Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud and Atos WorldGrid are registered trademarks of Atos SA. June 2011 © 2011 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.

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