Creating Awe-Inspiring
Customer and
Associate Experiences
Michael Pace
Executive Summary
 Awe-Inspiring Experiences are delivered through strong foundations and pillars of
service strategy exc...
Awe-Inspiring Experiences begin with a strong foundation and pillars
of strategy excellence
Awe-Inspiring Experiences
Qual...
Strong Foundations
 Articulated & Internalized Culture
 Best Talent
 (Right) Technology
 Process Management
 Data Ins...
Articulated & Internalized Culture
 The single most important
foundational step
 Clearly articulated, visible, and
avail...
Best Talent
 “Make sure get the right people on
the bus, then figure out where to go”
– Good to Great
 Acquiring, develo...
(Right) Technology
 Leverage technology to work smarter, more
efficiently, and create scale
 Solve for customer touch po...
Process Management
 Use process to provide direction to
empower others to do great things
 Reduce micromanagement
 Alig...
Data Insights
Percentage of Chart that Resembles Pac-Man
Resembles Pac-Man
Does Not Resemble Pac-Man
Child of the 80’s
 I...
Pillars of Service Strategy Excellence
Quality of Experience
Cost / Scale / Flexibility
People
Well Managed Environment
Quality of Experience
Best quality cake I ever ordered – courtesy of The Icing on the Cake (Newton, MA)
 Customer Centric...
Cost / Scale / Flexibility
Scale makes all the difference
 Cost / Customer or % of Revenue
 Cost per channel
 Total bud...
People
A round cycle slide because it is a presentation
 Associate morale
 Associate engagement
 FTE attrition
 FTE tr...
Well Managed
We all have a lot of balls in the air. It’s important to know which are rubber or glass
 Project portfolio m...
Awe-Inspiring Experiences begins AND ENDS with a strong foundation
and pillars of strategy excellence
Awe-Inspiring Experi...
Contact Information
Michael Pace
Customer Support & Community Management Executive
Principal of The Pace of Service, LLC (...
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Creating Awe Inspiring Customer and Associate Experiences

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The basics of creating an Awe-Inspiring Customer and Associate Experience.

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Creating Awe Inspiring Customer and Associate Experiences

  1. 1. Creating Awe-Inspiring Customer and Associate Experiences Michael Pace
  2. 2. Executive Summary  Awe-Inspiring Experiences are delivered through strong foundations and pillars of service strategy excellence  Goals and strategies are supported by key foundational steps  Articulated and Internalized Culture  Best Talent  (Right) Technology  Process Management  Data Insights  The strong foundation enables the service strategy to propel the experience  Quality of experience  Cost/Scale/Flexibility  People  Well Managed Environment
  3. 3. Awe-Inspiring Experiences begin with a strong foundation and pillars of strategy excellence Awe-Inspiring Experiences Quality Cost/Scale/ Flex People WellManaged Data Insights Process Management Technology Best Talent Articulated & Internalized Culture
  4. 4. Strong Foundations  Articulated & Internalized Culture  Best Talent  (Right) Technology  Process Management  Data Insights
  5. 5. Articulated & Internalized Culture  The single most important foundational step  Clearly articulated, visible, and available culture and values  Discussed frequently and incorporated into performance management  Allows individuals to exercise responsible freedom  Attitude is not driven by policies, it’s driven by culture Taken during excursion while speaking in China
  6. 6. Best Talent  “Make sure get the right people on the bus, then figure out where to go” – Good to Great  Acquiring, developing, and rewarding top talent  Bring in diversity of culture and thought  Create an engaging learning environment  Let feedback be your ticket to grow (personally and business-wise) My superhero
  7. 7. (Right) Technology  Leverage technology to work smarter, more efficiently, and create scale  Solve for customer touch points in addition to business needs – find the win/win  Spur collaboration  Think redundancy and disaster recovery is always possible  Technology is a tool, not the objective I’m a bit of a nerd, and very fine with that
  8. 8. Process Management  Use process to provide direction to empower others to do great things  Reduce micromanagement  Aligns organization and mitigates those good intentions that lack vision  Governance and discipline keeps the organization well managed  Keeps the department Lean  Gaps become clear Like my risotto, too much process gums it up
  9. 9. Data Insights Percentage of Chart that Resembles Pac-Man Resembles Pac-Man Does Not Resemble Pac-Man Child of the 80’s  It’s all about the insight that leads to action  Use an information based strategy to make decisions  Provide objective views on what happened, is happening, and provides confidence in the future  Avoid analysis paralysis and make data accessible to the masses  Big or small data, quantitative or qualitative – collection and categorization is critical
  10. 10. Pillars of Service Strategy Excellence Quality of Experience Cost / Scale / Flexibility People Well Managed Environment
  11. 11. Quality of Experience Best quality cake I ever ordered – courtesy of The Icing on the Cake (Newton, MA)  Customer Centric Metrics  NPS  C-Sat (Customer Satisfaction)  Incident / transaction surveys  Internal quality monitoring  First Contact Resolution  ASA/Abandon rates/Service Levels
  12. 12. Cost / Scale / Flexibility Scale makes all the difference  Cost / Customer or % of Revenue  Cost per channel  Total budget to forecast  % of customers contacting  Dispositioning %’s  Calls/emails/chats/social per productive hour  Workforce and agent utilization  Volume forecasts
  13. 13. People A round cycle slide because it is a presentation  Associate morale  Associate engagement  FTE attrition  FTE transfers and promotions  Staff to forecast staff
  14. 14. Well Managed We all have a lot of balls in the air. It’s important to know which are rubber or glass  Project portfolio management  Dashboard discipline  Business continuity / Disaster Recovery readiness  Governance in place (roles and responsibilities)  Transparency
  15. 15. Awe-Inspiring Experiences begins AND ENDS with a strong foundation and pillars of strategy excellence Awe-Inspiring Experiences Quality Cost/Scale/ Flex People WellManaged Data Insights Process Management Technology Best Talent Articulated & Internalized Culture
  16. 16. Contact Information Michael Pace Customer Support & Community Management Executive Principal of The Pace of Service, LLC (Consultancy) Twitter: @micpace LinkedIn & Google+ Blog: http://thepaceofservice.com/ Text SOCSERVICE to 22828 for Mailing List Slideshare:http://www.slideshare.net/mpace101

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