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Maria McCann - Customer Engagement Raveolution

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Maria McCann at Customer Engagement Raveolution

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Maria McCann - Customer Engagement Raveolution

  1. 1. The CFO EXPERIENCE Lessons for getting CX on the Balance Sheet Maria McCann Founder & Chief Venturer
  2. 2. We help Organisations make practical use of the digital space to improve their customer and employee engagement.
  3. 3. 55% of Organisations will compete primarily on Service by 2020 Economists Intelligence Unit
  4. 4. ROI based solely on market relationships with customers
  5. 5. #1 Include Social Economics in the ROI.
  6. 6. #2 Organisational Values will influence success.
  7. 7. Is the Organisation obsessed with them Are they still relevant in the most disruptive times Is the Organisation willing to sacrifice short term profits to honour them The VAT (Values Acid Test)
  8. 8. #3 Make the CFO your ‘first follower’.
  9. 9. #4 Build a community, not a department.
  10. 10. #5 Don’t ask for a budget. Create one.
  11. 11. #6 It's not just about the numbers. Harvest the ‘wow’ stories.
  12. 12. #7 Customer Data has tradable value. Customers expect us to use it well. So do CFOs!
  13. 13. KPCB Internet Trends 2013
  14. 14. #8 Customers like achieving goals. CFOs like customers achieving their goals.
  15. 15. #9 Manage your CFO's expectations on a relevant mix of metrics.
  16. 16. Others to Consider ARPU Net-Value Engagement Reputation Index Data Equity Popular Metrics NPS C-Sat Customer Effort Customer LTV EBITDA
  17. 17. #10 Use Marginal Gains to Succeed quickly, Fail quickly and Move on.
  18. 18. Good Luck with your own Ventures!
  19. 19. Questions?

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