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Public kronos presentation for 2015 satmetrix conference


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Joyce Maroney presentation on activating your workforce to provide a great customer experience.

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Public kronos presentation for 2015 satmetrix conference

  1. 1. 1© KRONOS INCORPORATED June 11, 2015© KRONOS INCORPORATED June 11, 2015 Kronos: Focusing Our Workforce on Our Customers 6/4/15 Joyce Maroney Senior Director, Customer & Experience Marketing
  2. 2. 2© KRONOS INCORPORATED June 11, 2015 Nice to Meet You • Tech Industry for 35 years • Leadership positions in Sales, Services, Operations, Marketing • Kronos for 8+ years • Responsible for Kronos Customer Experience Measurement program since 2009
  3. 3. 3© KRONOS INCORPORATED June 11, 2015 Solving 3 Critical Business Issues Minimize Compliance RiskControl Labor Cost Improve Workforce Productivity Time and Attendance Forecasting and Scheduling Absence Management Analytics Data Collection Hiring HR and Payroll Activities
  4. 4. 4© KRONOS INCORPORATED June 11, 2015 Kronos CEM Program Drives Focus on Customer Experience By: • Serving as the trusted source of data & insight regarding Kronos customer loyalty and satisfaction with their interactions with Kronos • Providing rapid response to customers who need our attention • Informing Kronos leadership with insights about where customer experience investments are needed
  5. 5. 5© KRONOS INCORPORATED June 11, 2015 Fast Facts About Kronos Customer Experience Management* • 211,096 • 22,891 • Invitations delivered • Responses received Kronos commitment to responding to customers is signficant. *Global Data from Q314 – Q215
  6. 6. 6© KRONOS INCORPORATED June 11, 2015 Collecting and Acting on Customer Feedback Contacts and account demographics uploaded from multiple Kronos sources Email, web & phone surveys and reminders sent to customers Customer responses stored in DB and linked to demographic data Kronos functional owners follow up with Customers as needed Reports available for analysis, trending & incentives 1 2 3 4 5 Kronos Satmetrix System 6 NPS Promoters invited to share praise on social channels
  7. 7. 7© KRONOS INCORPORATED June 11, 2015 Customer Success Starts with Engaged Kronites Employee engagement drives discretionary effort on behalf of customers – and Kronos employees are very engaged: • 84% of Kronos employees are engaged - well above global IT best-in-class benchmarks • 90% of Kronos employees are proud to work at Kronos and feel confident in the company’s future Kronos employee post on Glassdoor: “Kronos is a top employer for a good reason! Kronos cares about employees. This starts at the top and is embedded in all parts of the organization. I really love working at Kronos!”
  8. 8. 8© KRONOS INCORPORATED June 11, 2015 10 Key Drivers to Engage Employees in Delivering a Great Experience • COMMUNICATE importance of customer experience • EXECUTIVE engagement • INVOLVE internal stakeholders in CX program design • EDUCATE coworkers on how to interpret and act upon data • RESPECT coworkers’ competing priorities • MEASURE what matters and report on results • DRIVE follow up with customers • REWARD desired behaviors • CELEBRATE satisfied customers • MODIFY program to meet the evolving needs of the business
  9. 9. 9© KRONOS INCORPORATED June 11, 2015 COMMUNICATE Importance of CX
  10. 10. 10© KRONOS INCORPORATED June 11, 2015 EXECUTIVE Engagement • CEO Aron Ain is chief customer advocate • Aron receives monthly report summarizing open alerts by Executive Committee member • Sends strong message throughout the company that closing the loop with unhappy customers is a high priority
  11. 11. 11© KRONOS INCORPORATED June 11, 2015 Satmetrix Satmetrix Kronos
  12. 12. 12© KRONOS INCORPORATED June 11, 2015 INVOLVE Stakeholders • What questions are we trying to answer about the business? • Who do we need to talk to? • What’s the best way to acquire their feedback? • What reporting format and cadence will work the best for the business owners? • How will they use the insights? • Who will own follow up with customers?
  13. 13. 13© KRONOS INCORPORATED June 11, 2015 EDUCATE Coworkers REPORTING: • Satmetrix Dashboards • Excel Files in Sharepoint • Powerpoint dashboards • Phone survey summaries (and audio) INTERPRETING: • Executive briefings • Custom analyses on demand • Presentation of results at functional group meetings TRAINING: • Program Overview on Intranet • Training on demand
  14. 14. 14© KRONOS INCORPORATED June 11, 2015 RESPECT Coworkers’ Competing Priorities • Coach your way to improvements • Make it as easy as possible for your coworkers to access and leverage your insights
  15. 15. 15© KRONOS INCORPORATED June 11, 2015 MEASURE What Matters Survey Type Trigger Channel Key Metric Frequency Hardware Support Support incident closed Email Satisfaction Daily M-F Software Support Support incident closed Email Satisfaction Daily M-F Education Services End of classroom or virtual training experience Email Satisfaction Daily M-F Professional Services End of engagement Email Satisfaction Weekly Professional Services Test Milestone Survey (Convergys) Phone Satisfaction Weekly Professional Services Test Milestone Follow Up Survey (Convergys) Phone Satisfaction Weekly SaaS HR Partner Manual Email NPS On demand Loyalty Midpoint of customer maintenance contract Email NPS Annually via monthly outcasts •Survey fatigue managed via “no send” rules that limit frequency •Surveys provided in French, Spanish and English
  16. 16. 16© KRONOS INCORPORATED June 11, 2015 DRIVE Follow Up With Customers Alert owners receive automatic email notification Alert owner calls the customer Alert owner works the issue and records the resolution in Satmetrix NPS improves year over year among common respondents
  17. 17. 17© KRONOS INCORPORATED June 11, 2015 REWARD Desired Behaviors • Support and Professional Services teams receive bonuses and special performance awards tied to customer satisfaction metrics • CEO sends notes to individuals identified in surveys as providing excellent service • Positive comments about individuals in surveys are shared via company newsletters • Every employee’s performance review includes assessment of customer focus behaviors
  18. 18. 18© KRONOS INCORPORATED June 11, 2015 CELEBRATE Satisfied Customers Fans identified in surveys are invited to post to their LinkedIn, Facebook, and/or Twitter Accounts Data is mined to identify case study and press candidates
  19. 19. 19© KRONOS INCORPORATED June 11, 2015 14,000+ Today we have cloud customers! MODIFY Program as Business Evolves Arcos Dorados
  20. 20. 20© KRONOS INCORPORATED June 11, 2015 Delivering on the Cloud Vision Requires Kronos Transformation – CX program will transform, too To Service To Continuous Interaction Change in Relationship A tangible thing the Customer manages From Intermittent Transactions… Change in Orientation Change in Interaction From Firefighting From Product… Sell. Install. Support. Train. Upgrade. To Continuous Improvement Anticipate needs. Deliver solutions.
  21. 21. 21© KRONOS INCORPORATED June 11, 2015 Next Steps for Kronos CEM Program • Continue global expansion of program • Expand data and insights accessible to stakeholders • Revising older surveys to better serve needs of business • Expanding positive customer word of mouth in market through social media, customer reference program, and (coming soon) customer community
  22. 22. 22© KRONOS INCORPORATED June 11, 2015 Joyce Maroney 978-947-3031 Blog: @wf_institute