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How Happy Workers Make Happy Customers

Our Virtuous Cycle is about empowering workers to deliver a better Customer Experience, and improving the Worker Experience by treating employees like customers

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How Happy Workers Make Happy Customers

  1. 1. Spending ~4 HOURS in a 40-hour workweek just looking for answers. Not getting regular, constructive feedback on their performance. BEING UNMOTIVATED… by negative feedback during an obsolete year-end performance review. OLD TECHNOLOGY — green screens, client server, bad design, etc. Only 34% OF EMPLOYEES ARE ENGAGED, largely due to a LACK OF MOBILITY and/or a flexible way of working. Customers are most frustrated by having to go through MULTIPLE EMPLOYEES to resolve A SINGLE ISSUE. Having to go through multiple systems and/or employees to complete a single transaction. Being left to wonder “WHAT HAPPENS NEXT?” — thanks to a lack of visibility into processes. Cumbersome or OUTDATED USER EXPERIENCES… in design and beyond. 72% of mobile users say it’s important to them that websites are mobile-friendly, yet 96% have visited a site that isn’t. HOW HAPPY WORKERS HAPPY CUSTOMERSMAKE Not being known by a brand (40% of customers EXPECT CUSTOMER SERVICE AGENTS TO BE FAMILIAR WITH THEIR HISTORY before engaging with them). Appirio’s Virtuous Cycle is about empowering workers to deliver a better Customer Experience, and improving the Worker Experience by treating employees like customers. Appirio connects data and processes; no more silos. We don’t just talk strategy; we live it. By helping workers enjoy and do their jobs more efficiently, you’re also ensuring the development of a larger, happier customer base. 1. T.J. Keitt, Forrester Research analyst 2. Research from Kansas State University, Eastern Kentucky University, and Texas A&M 3. Forrester Research 4. 2013 Dimensional Research survey 5. Google survey 6. 2013 NICE survey 1 2 3 4 5 6 The SOLUTION FRUSTRATES what WORKERS FRUSTRATES what CUSTOMERS ELIMINATE BARRIERS between workers & the info they need Use systems that Provide a CONSUMER-GRADE experience for your workforce the PROBLEM Employee Productivity (EMPLOYEE PERFORMANCE) Employee Loyalty (EMPLOYEE RETENTION ) Energized Workers (EMPLOYEE ENGAGEMENT) Company Growth (PROFIT) Customer Loyalty (REPEAT BUSINESS) Customer Satisfaction (NPS) Worker EXPERIENCE EXPERIENCE Customer We believe Worker and Customer Experience are intrinsically linked and must be addressed together. By leveraging cloud technology, new ways of working like crowdsourcing, and using solution accelerators to rapidly build and integrate solutions, customers can create both amazing Worker and Customer ACTIONABLE STRATEGY | CLOUD IMPLEMENTATION & INTEGRATION | CHANGE ENABLEMENT APPLICATION DEVELOPMENT | ONGOING SUPPORT About Appirio Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the world’s largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM. the RESOLUTION Appirio’s Virtuous Cycle apply new workforce models NEW WAYS PEOPLE WORK; Adapt to the Sources: Empower all categories of worker with tools to manage their work and career on devices they prefer Empower workers to contribute content and insights in real time Connect workers through communities to others working on common goals Provide decision-makers with proactive insights about the business Knowing your customer and what they need Benchmarked Customer Engagement Persona Journey Mapping Anticipating their needs and desires Mobile applications that are innovative Social Communities promoting peer-to-peer collaboration Delivering on their expectations through sales, services, and marketing Actionable Data for employees to use Collaborative capabilities to work smarter Integrated CX Data Availability Omni-Channel View of CX interactions Visibility across customer experience Eliminate redundant steps in workflows and tasks Promote social use cases as ubiquitous ! BREAKTHROUGH DIGITAL MOMENTS to sell & service Create ENGAGED WORKFORCE Empower an to improve service Gain MEANINGFUL INSIGHT into customer behavior ? Reduce reliance on top-down communications from HR Address the needs of users who may be employees, contractors, or retirees Deliver insights on any device favored by managers and leaders Tie business metrics to business outcomes in a way that helps tell a story Rewarding and gamified loyalty programs IoT Capabilities Targeted and smart marketing touches Relevant & Focused lens on the comprehensive data Fun and engaging ways to interact with customers Self-service capabilities for customers AND employees