Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Questback "Employee engagement and customer experience surveys – two sides of...Questback UK
It’s a well-known fact that if employers look after their employees, their employees will look after the customers. There is a clear link between the two, yet nearly two thirds (64%) of UK companies are failing to integrate feedback across the two areas.
The recent Questback Enterprise Feedback Study found that those that are integrating Customer Experience (CX) and Employee Engagement (EE) feedback are seeing major benefits. 83% reported an improved customer experience and 75% felt it motivated employees.
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
Toby was the first engineer hired at Tapad and has experience recruiting, interviewing, and hiring. The summary discusses doing basic legal interviewing, selling the team vision to recruit self-motivated candidates, having a clear and repeatable interview process to remove bias and jitters, evaluating problem-solving skills and communication abilities, looking for personality traits like humility and initiative, and using techniques like recursion and spacing in interviews.
This document provides tips for working with consultants effectively. It begins with an introduction of the presenter and their background in early childhood education. The bulk of the document outlines 10 tips for various stages of the consulting process from initial planning through contract completion. These tips include preparing one's organization, finding the right consultant, developing a clear statement of work, communicating expectations, providing access to necessary information, and following up after the engagement. Overall, the document aims to help clients maximize the benefits of consultant relationships.
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Questback "Employee engagement and customer experience surveys – two sides of...Questback UK
It’s a well-known fact that if employers look after their employees, their employees will look after the customers. There is a clear link between the two, yet nearly two thirds (64%) of UK companies are failing to integrate feedback across the two areas.
The recent Questback Enterprise Feedback Study found that those that are integrating Customer Experience (CX) and Employee Engagement (EE) feedback are seeing major benefits. 83% reported an improved customer experience and 75% felt it motivated employees.
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
Toby was the first engineer hired at Tapad and has experience recruiting, interviewing, and hiring. The summary discusses doing basic legal interviewing, selling the team vision to recruit self-motivated candidates, having a clear and repeatable interview process to remove bias and jitters, evaluating problem-solving skills and communication abilities, looking for personality traits like humility and initiative, and using techniques like recursion and spacing in interviews.
This document provides tips for working with consultants effectively. It begins with an introduction of the presenter and their background in early childhood education. The bulk of the document outlines 10 tips for various stages of the consulting process from initial planning through contract completion. These tips include preparing one's organization, finding the right consultant, developing a clear statement of work, communicating expectations, providing access to necessary information, and following up after the engagement. Overall, the document aims to help clients maximize the benefits of consultant relationships.
Lessons learned from growing LinkedIn to 400m members - Growth Hackers Confer...Aatif Awan
Aatif Awan, Head of Growth & International products at LinkedIn, shares LinkedIn's growth story, why principles matter more than tactics and other lessons learned from growing to 400M members.
Customer Service Excellence® is primarily aimed at public bodies, providing them with the tools to drive truly customer-focused services. However no restrictions have been imposed on eligibility and the standard can therefore be readily applied in the commercial world where companies need to consistently review their approach and ensure it is truly focused around their customers.
Software project failure in new zealand – what’s killing us and what we can d...Edwin Dando
The document summarizes the findings of a study on software project failure in New Zealand. It found that 54% of projects studied failed, and failed projects cost twice as much and took 110% longer than planned. Custom software development projects had a much higher failure rate than those integrating existing software. Key factors contributing to failure included unmanaged scope changes, a lack of clarity about the software's purpose, and weak leadership. Successful projects tended to have clearer scopes, business cases, and processes for learning lessons. The study identified several areas of concern for different roles in projects.
Beyond the Lecture: Experiential Learning for Large GroupsInsight Experience
Think learning in ballrooms is boring? Learn how to get your participants energized in a high-context experience that gets people talking and engaging in real business issues. Learn what caused one Fortune 100 executive to state, "Wow! This was the best learning experience I've seen in 20 years" following a class of 1500 people. We'll share the 4 powerful concepts for making learning high-impact for groups of 60-2000. Insight Experience's unique large-scale simulation design engages participants with a set of real world scenarios, real time results, and both team and individual feedback.
The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Da...Qualtrics
Everyone wants to improve the customer experience, but in the process, too many organizations actually end up damaging their relationships with customers.
Join Qualtrics and VoC expert, Aaron Robison as we discuss how organizations mismanage respondents in an effort to boost customer experience. We'll offer tips and guidelines for everything from controlling contact frequency across all surveys to making the entire survey experience more enjoyable.
Speakers:
Aaron Robison, VoC Expert, Qualtrics
Braydon Anderson, Product Marketing, Qualtrics
Nationwide Insurance implemented comprehensive changes to improve their customer experience including hiring practices, training, coaching, quality monitoring, and call analytics. They standardized processes, implemented new technology like knowledge management tools and call routing. This created a better experience for associates, agents, and customers by empowering associates, simplifying processes, and preventing issues. Nationwide saw improvements in engagement, first call resolution, and costs as well as higher customer satisfaction ratings.
Closing the Loop with Customers for DelightMike Kendall
This document discusses Intuit's closed loop system for improving customer experiences. Some key points:
- The closed loop system involves systematically engaging employees to use direct customer feedback to restore relationships, build trust, and drive experience improvements to create more delighted, loyal customers.
- It includes reviewing customer feedback, calling back detractors and some promoters to address issues, surveying customers across their entire experience, and improving the end-to-end experience.
- Intuit has seen product net promoter scores increase 20 percentage points and service satisfaction and net promoter scores increase through its closed loop efforts.
- Customer quotes show the system is helping Intuit gain deeper customer empathy and solve problems quickly. The next steps outlined are
This document outlines a client feedback program to help businesses improve through gathering client opinions. It discusses the benefits of client research, how the program works through surveys and analysis, and provides examples of sample reports including key metrics on brand image, satisfaction, and opportunities. The goal is to help businesses better understand clients, drive growth, and enhance loyalty through a continuous feedback process.
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...USAN
A healthy Customer Experience Ecosystem is one that has achieved a balance between the people, processes and technology that make up the ecosystem. But maintaining a balance between these pillars of customer service is no easy task. With an array of technology and proliferating communication channels, delivering consistent customer experiences is more difficult - and more important - than ever before. View this presentation, originally presented by guest speaker Megan Burns, Principal Analyst for Customer Experience Professionals at Forrester Research, and Tad Thompson, Vice President of Sales at USAN, to learn how does your company can create a better experience for its customers, why is it so difficult to implement customer-facing business processes, and if there a single technology solution that can help implement these experience goals.
Recruiting the Modern Job Seeker: What You Need to KnowJobvite
This document summarizes a Jobvite webinar on job seeking trends. It finds that the candidate-driven job market continues to strengthen, with 90% of employees open to new jobs and millennials changing jobs every 1-4 years. It also finds that job seekers extensively research companies online and through social media, and the interview is the most important factor for 47% of seekers. The webinar recommends that companies focus on building their brand, having a strong online and social media presence, and ensuring their recruiting process is optimized for today's mobile and ready job seekers.
This document summarizes a webinar about responding to reviews on Glassdoor. It provides tips on setting guidelines for responses, assigning responsibility for monitoring reviews across teams, and implementing feedback loops to inform employer branding and HR programs. Two company examples are highlighted - Home Depot responds to 80-90% of reviews and gleans insights to shape its employer value proposition, while Uber prioritizes issues and uses a rubric to guide response levels and transparency. The webinar concludes with a Q&A for the panelists.
The document summarizes Intuit's journey in developing better metrics to measure customer satisfaction and loyalty through the Net Promoter Score (NPS). It discusses how Intuit shifted from using vague satisfaction statistics to the NPS, which asks customers how likely they are to recommend the company. This led Intuit to gain insights into detractors versus promoters. While the NPS helped Intuit improve customer experience and growth, some critics argue it is not the single best metric and other measures may provide better predictions of customer behaviors.
First Impressions: Candidate Attraction to ApplicationCielo
Combining a strong yet transparent employer brand with an easy and engaging application experience could give your organization the competitive edge it needs in a tight job market.
Learn data-based insights and tactical examples from CandE Award-Winning employers to help you improve the start of your own candidate experience.
Most managers or upper level executives have little training in how to properly delegate responsibilities to others. Follow these 9 steps and change how your organization performs.
Learn more about our management coaching program. https://www.growthsourcecoaching.com/management-mastery.html
This document discusses how assessments can help answer six important questions for business success: 1) Can you reduce turnover and associated costs? 2) Can you reduce legal exposure from wrongful termination lawsuits? 3) What really happens with new hires after 90 days? 4) Are you sure new sales and manager hires will be successful? 5) Could a single assessment tool help with multiple HR needs? 6) What safeguards are in place to ensure accurate results? It promotes using Winslow assessments to help answer these six questions with one effective solution.
Whether you are creating and leading strategy for your organization or have a role in driving adoption of a strategy there are three, easily avoidable mistakes that many organizations and leaders make: (1) not being clear on intent, (2) not understanding if all leaders are on-board with the strategy, and (3) not predicting and mitigating failure points.
In this webinar, Erica Tetuan, Change Management Practice Lead, will explore:
A formula to ensure the intent is clear and you know your role in bringing the strategy to life
A method for thinking about who needs to be engaged in leading the strategy and how to determine if their support of the strategy and aptitude for leading the change is where you need it to be and how to assess yourself
The power of being predictive to be preventative – how to see around corners to make better decisions and plan for things that might go awry
The ratio of HR staff to employees is at an all-time high in Bloomberg’s 2018 Benchmarks Report. HR-to-employee ratios are a somewhat controversial metric that can help establish HR staffing and determine how well HR delivers services. But you should calculate and use the number correctly, or don't use it at all. In this webinar, we’ll review:
What can drive the HR Effectiveness ratios up or down
What this ratio tells us about strategy and effectiveness
How to measure the ratio and, more importantly, how to put it into context.
Hiring time-vs-money a better more affordable way to Hire.Jamilah N. Lawry
I am an independent recruiter working with RecruitLoop, a curated community of professional recruiters who help companies hire faster and smarter. RecruitLoop connects professional recruiters with clients who have hiring needs and the recruiter bills by the hour. We save our clients 80% from traditional fees.
Our approach enables clients to have as little or as much involvement in the recruitment process as they wish.
Would you have time to jump on a quick call to chat about your hiring needs?
Thanks,
Jamilah Lawry
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Conceptual framework of the study on airtelSridharan Ravi
This document is a project report submitted by Bhavya Shah for the degree of Bachelor of Business Management. The report examines customer satisfaction with Airtel services in Visakhapatnam. It includes chapters on the conceptual framework of customer satisfaction, the need and objectives of the study, Airtel's organizational and company profile, data analysis, findings, suggestions and conclusions. The report utilizes primary data collected through customer questionnaires at Airtel outlets and secondary data from sources like books, journals and the internet.
This document is a project report submitted by Mohammed Asif Khan to the University of Mumbai in fulfillment of the requirements for a Bachelor of Management degree. The report focuses on conducting a customer satisfaction survey of Vodafone customers. It includes an introduction, literature review on the telecommunications industry and Vodafone, methodology for the customer survey, results and analysis of the survey, and conclusions. The project was guided by Prof. Aftab Shaikh.
Lessons learned from growing LinkedIn to 400m members - Growth Hackers Confer...Aatif Awan
Aatif Awan, Head of Growth & International products at LinkedIn, shares LinkedIn's growth story, why principles matter more than tactics and other lessons learned from growing to 400M members.
Customer Service Excellence® is primarily aimed at public bodies, providing them with the tools to drive truly customer-focused services. However no restrictions have been imposed on eligibility and the standard can therefore be readily applied in the commercial world where companies need to consistently review their approach and ensure it is truly focused around their customers.
Software project failure in new zealand – what’s killing us and what we can d...Edwin Dando
The document summarizes the findings of a study on software project failure in New Zealand. It found that 54% of projects studied failed, and failed projects cost twice as much and took 110% longer than planned. Custom software development projects had a much higher failure rate than those integrating existing software. Key factors contributing to failure included unmanaged scope changes, a lack of clarity about the software's purpose, and weak leadership. Successful projects tended to have clearer scopes, business cases, and processes for learning lessons. The study identified several areas of concern for different roles in projects.
Beyond the Lecture: Experiential Learning for Large GroupsInsight Experience
Think learning in ballrooms is boring? Learn how to get your participants energized in a high-context experience that gets people talking and engaging in real business issues. Learn what caused one Fortune 100 executive to state, "Wow! This was the best learning experience I've seen in 20 years" following a class of 1500 people. We'll share the 4 powerful concepts for making learning high-impact for groups of 60-2000. Insight Experience's unique large-scale simulation design engages participants with a set of real world scenarios, real time results, and both team and individual feedback.
The CX Paradox: 3 Ways Measuring Your Customer Satisfaction Could Actually Da...Qualtrics
Everyone wants to improve the customer experience, but in the process, too many organizations actually end up damaging their relationships with customers.
Join Qualtrics and VoC expert, Aaron Robison as we discuss how organizations mismanage respondents in an effort to boost customer experience. We'll offer tips and guidelines for everything from controlling contact frequency across all surveys to making the entire survey experience more enjoyable.
Speakers:
Aaron Robison, VoC Expert, Qualtrics
Braydon Anderson, Product Marketing, Qualtrics
Nationwide Insurance implemented comprehensive changes to improve their customer experience including hiring practices, training, coaching, quality monitoring, and call analytics. They standardized processes, implemented new technology like knowledge management tools and call routing. This created a better experience for associates, agents, and customers by empowering associates, simplifying processes, and preventing issues. Nationwide saw improvements in engagement, first call resolution, and costs as well as higher customer satisfaction ratings.
Closing the Loop with Customers for DelightMike Kendall
This document discusses Intuit's closed loop system for improving customer experiences. Some key points:
- The closed loop system involves systematically engaging employees to use direct customer feedback to restore relationships, build trust, and drive experience improvements to create more delighted, loyal customers.
- It includes reviewing customer feedback, calling back detractors and some promoters to address issues, surveying customers across their entire experience, and improving the end-to-end experience.
- Intuit has seen product net promoter scores increase 20 percentage points and service satisfaction and net promoter scores increase through its closed loop efforts.
- Customer quotes show the system is helping Intuit gain deeper customer empathy and solve problems quickly. The next steps outlined are
This document outlines a client feedback program to help businesses improve through gathering client opinions. It discusses the benefits of client research, how the program works through surveys and analysis, and provides examples of sample reports including key metrics on brand image, satisfaction, and opportunities. The goal is to help businesses better understand clients, drive growth, and enhance loyalty through a continuous feedback process.
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...USAN
A healthy Customer Experience Ecosystem is one that has achieved a balance between the people, processes and technology that make up the ecosystem. But maintaining a balance between these pillars of customer service is no easy task. With an array of technology and proliferating communication channels, delivering consistent customer experiences is more difficult - and more important - than ever before. View this presentation, originally presented by guest speaker Megan Burns, Principal Analyst for Customer Experience Professionals at Forrester Research, and Tad Thompson, Vice President of Sales at USAN, to learn how does your company can create a better experience for its customers, why is it so difficult to implement customer-facing business processes, and if there a single technology solution that can help implement these experience goals.
Recruiting the Modern Job Seeker: What You Need to KnowJobvite
This document summarizes a Jobvite webinar on job seeking trends. It finds that the candidate-driven job market continues to strengthen, with 90% of employees open to new jobs and millennials changing jobs every 1-4 years. It also finds that job seekers extensively research companies online and through social media, and the interview is the most important factor for 47% of seekers. The webinar recommends that companies focus on building their brand, having a strong online and social media presence, and ensuring their recruiting process is optimized for today's mobile and ready job seekers.
This document summarizes a webinar about responding to reviews on Glassdoor. It provides tips on setting guidelines for responses, assigning responsibility for monitoring reviews across teams, and implementing feedback loops to inform employer branding and HR programs. Two company examples are highlighted - Home Depot responds to 80-90% of reviews and gleans insights to shape its employer value proposition, while Uber prioritizes issues and uses a rubric to guide response levels and transparency. The webinar concludes with a Q&A for the panelists.
The document summarizes Intuit's journey in developing better metrics to measure customer satisfaction and loyalty through the Net Promoter Score (NPS). It discusses how Intuit shifted from using vague satisfaction statistics to the NPS, which asks customers how likely they are to recommend the company. This led Intuit to gain insights into detractors versus promoters. While the NPS helped Intuit improve customer experience and growth, some critics argue it is not the single best metric and other measures may provide better predictions of customer behaviors.
First Impressions: Candidate Attraction to ApplicationCielo
Combining a strong yet transparent employer brand with an easy and engaging application experience could give your organization the competitive edge it needs in a tight job market.
Learn data-based insights and tactical examples from CandE Award-Winning employers to help you improve the start of your own candidate experience.
Most managers or upper level executives have little training in how to properly delegate responsibilities to others. Follow these 9 steps and change how your organization performs.
Learn more about our management coaching program. https://www.growthsourcecoaching.com/management-mastery.html
This document discusses how assessments can help answer six important questions for business success: 1) Can you reduce turnover and associated costs? 2) Can you reduce legal exposure from wrongful termination lawsuits? 3) What really happens with new hires after 90 days? 4) Are you sure new sales and manager hires will be successful? 5) Could a single assessment tool help with multiple HR needs? 6) What safeguards are in place to ensure accurate results? It promotes using Winslow assessments to help answer these six questions with one effective solution.
Whether you are creating and leading strategy for your organization or have a role in driving adoption of a strategy there are three, easily avoidable mistakes that many organizations and leaders make: (1) not being clear on intent, (2) not understanding if all leaders are on-board with the strategy, and (3) not predicting and mitigating failure points.
In this webinar, Erica Tetuan, Change Management Practice Lead, will explore:
A formula to ensure the intent is clear and you know your role in bringing the strategy to life
A method for thinking about who needs to be engaged in leading the strategy and how to determine if their support of the strategy and aptitude for leading the change is where you need it to be and how to assess yourself
The power of being predictive to be preventative – how to see around corners to make better decisions and plan for things that might go awry
The ratio of HR staff to employees is at an all-time high in Bloomberg’s 2018 Benchmarks Report. HR-to-employee ratios are a somewhat controversial metric that can help establish HR staffing and determine how well HR delivers services. But you should calculate and use the number correctly, or don't use it at all. In this webinar, we’ll review:
What can drive the HR Effectiveness ratios up or down
What this ratio tells us about strategy and effectiveness
How to measure the ratio and, more importantly, how to put it into context.
Hiring time-vs-money a better more affordable way to Hire.Jamilah N. Lawry
I am an independent recruiter working with RecruitLoop, a curated community of professional recruiters who help companies hire faster and smarter. RecruitLoop connects professional recruiters with clients who have hiring needs and the recruiter bills by the hour. We save our clients 80% from traditional fees.
Our approach enables clients to have as little or as much involvement in the recruitment process as they wish.
Would you have time to jump on a quick call to chat about your hiring needs?
Thanks,
Jamilah Lawry
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Conceptual framework of the study on airtelSridharan Ravi
This document is a project report submitted by Bhavya Shah for the degree of Bachelor of Business Management. The report examines customer satisfaction with Airtel services in Visakhapatnam. It includes chapters on the conceptual framework of customer satisfaction, the need and objectives of the study, Airtel's organizational and company profile, data analysis, findings, suggestions and conclusions. The report utilizes primary data collected through customer questionnaires at Airtel outlets and secondary data from sources like books, journals and the internet.
This document is a project report submitted by Mohammed Asif Khan to the University of Mumbai in fulfillment of the requirements for a Bachelor of Management degree. The report focuses on conducting a customer satisfaction survey of Vodafone customers. It includes an introduction, literature review on the telecommunications industry and Vodafone, methodology for the customer survey, results and analysis of the survey, and conclusions. The project was guided by Prof. Aftab Shaikh.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
A comparative study of customer satisfaction towards performance of Hero, Baj...hasnain2
MBA marketing project report on
A comparative study of customer satisfaction towards performance of Hero, Bajaj, Honda and Tvs bikes(A Case of Malegaon City)
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Concept Makerz is a firm which is established in Delhi since 2003. With its wings spread across all major cities of the country to take care of the local co-ordination and management. With this unended journey, simultaneously we have collected a lot of experience and constantly upgraded our strengths in all areas of event execution and event management. With its wings spread across all major cities of the country to take care of the local co-ordination and management. With this unended journey, simultaneously we have collected a lot of experience and constantly upgraded our strengths in all areas of event execution and event management. With a team of young, creative, dynamic & dedicated professionals, we have pushed all areas of event management to new frontiers, whether it is artist management, product launch, Exhibition, Road-show, Fashion show, wedding planning & celebrity management. The urge to deliver more than the client’s expectations has always been our top priority. Hence, we are a “One stop shop” for any and every requirement to our wide spectrum of clients. Always our motto is to satisfy our clients in terms of providing the best services in competitive rates. For more info visit www.conceptmakerz.com
The document discusses various aspects of event management including types of events, the role of an event manager, event planning process, budgeting, venue selection, supplier and speaker checklists, risk management, marketing strategy, and event evaluation. It provides information on corporate events, conferences, trade shows, product launches, and private events. It outlines the main responsibilities of an event manager including project management, client services, budgeting, logistics, and production.
Project report on 'customer satisfaction towards whatsapp'Chirag Patel
marketing research on "WhatsApp Inc." for general understanding of the marketing research. However in particular my emphasis was on to fulfill the objective of research and to find out and to explore the analyses of primary data.
This Project Report is to measure the Satisfaction level of WhatsApp Messenger; customer satisfaction is a measure of how products and services supplied by a company meet customer expectation. Customer satisfaction is critical if a company is to register high sales profits.
The document provides an overview of the event management industry in India. It discusses the history and evolution of event management from traditional events to the professionalization of the industry. It also covers the key segments in event management, market drivers such as increasing disposable incomes and shift from above-the-line to below-the-line marketing, as well as challenges around infrastructure, talent acquisition, and demonstrating return on investment. The future outlook is positive due to growing sponsorship budgets and demand for experiential marketing events.
The document discusses various aspects of event planning and management. It begins by defining what an event is and different types of events. It then discusses event management and the key aspects involved, including market research, SWOT analysis, event planning using the 5 Ws framework, venue selection, marketing, evaluation and feedback. Key elements of event planning covered include determining objectives, activities, schedule, budget, target audience and addressing logistical considerations like location, date and time. The document provides an overview of best practices for comprehensive event planning.
Client Opinions, Market-Driven Thinking
Our market research firm, Client Opinions, offers a full-service client feedback program to help businesses gather actionable insights to grow their business.
This document summarizes a keynote presentation discussing the increasingly difficult operating environment for social housing providers in the UK. It notes challenges such as the housing supply crisis, economic pressures like rent cuts and the need for continued efficiency, and changing customer expectations. The presentation discusses how providers' business plans are becoming more market-facing while some difficult questions around risk, stress testing, and effective regulation remain. It also examines sector forecasts around demand for social housing and pressures on social rents. Overall, the document outlines the complex challenges facing UK social housing providers and uncertainties around how best to address these issues going forward.
Verde is a market research consultancy that has been in the industry for over 17 years, with strong experience in numerous therapeutic areas and a client base that includes numerous global pharma clients. Clients hire Verde to solve for specific business issues: Increasing market share, gaining insights into the marketplace for product launch, sales force effectiveness, etc. Our methodologies provide clients with a holistic and granular view of the relationships customer facing employees (reps, reimbursement specialists, etc.) have with key stakeholders, but also an understanding of competitors’ relationships with those same stakeholders so that competitive advantages can be realized.
www.verdegroup.com
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
- Companies are throwing resources at customer experience innovation in an attempt to differentiate themselves, but most are not achieving meaningful innovation. They copy competitors or rely on new technologies without understanding customer needs.
- True innovation requires solving real customer problems and aligning innovations with business models and brands to ensure relevance and longevity. Successful innovations encompass customer needs, business impacts, and brand attributes.
- To innovate successfully, companies must ground their efforts in customer understanding, rigorously design new experiences, and strategically measure business outcomes rather than blindly following competitors or technology trends.
Chelsea Consulting provides management and IT consulting services to help organizations solve problems using people, process and technology. They have expertise in outsourcing, managed services, software as a service, and areas like change management and project management. The management team includes Jim Love as CEO, Darrel Berry as COO, and Ken Rowley as VP of Sales. The presentation discusses developing a successful consulting practice through strategies like differentiating services, networking, and using metrics to track business performance.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
Must Be Games is seeking £70,000 for a Bollywood-themed Trivial Pursuit game. The founder has an MBA from Stanford and has self-funded the startup so far. However, investors may question whether the business model and financial projections are realistic given the niche market and lack of traction or sales to date.
Delivering consistent national services at multiple locations requires balancing local needs with brand standards. Customer satisfaction should be the top priority, as retaining customers is critical for business success. Building strategic relationships requires listening to customers, addressing their real needs, and ensuring both internal and external customers have a positive experience.
Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
1. The document discusses maintaining a positive attitude as a sales representative and the importance of attitude on success. It provides characteristics of successful salespeople and tips for creating and maintaining a positive outlook.
2. The steps of the sales process are outlined, including establishing rapport, mirroring body language, qualifying customers, and presenting product benefits. Techniques for greeting customers, asking questions, and overcoming objections are also examined.
3. Effective closing techniques are defined, such as the assumptive close, trial close, and "I recommend" close, which assume the customer will buy or emphasize the salesperson as a problem-solving expert.
The Staffing Advantage Report: How to Get Your Staffing Firm to the TopCareerBuilder
Did you know that the average client works with three different staffing firms? The majority of them (59 percent) say it gives them better access to talent because if one firm can’t help them, they have other options, according to CareerBuilder and Inavero’s 2016 Staffing Advantage survey.
It’s safe to say the competition is fierce among staffing firms vying for business today.
That’s why CareerBuilder has partnered with Inavero to bring you exclusive market research and industry insights to help you go inside the minds of both candidates and clients to better understand the competitive staffing landscape.
1) The document discusses a case study about addressing customer complaints and improving customer satisfaction.
2) It provides metrics on customer retention rates based on how customer problems and complaints are handled.
3) The key recommendation is to fix customer problems and complaints by getting to the root cause in order to improve the customer experience and increase the likelihood they will remain loyal customers and provide recommendations.
UPSTART Live Spring Summit - The New, New ThingWorkforceNEXT
The New, New Thing: Latest Innovations in Recruiting and Workforce Management Solutions.
Presented By Ziv Eliraz, ZAO; Mark DeChant, Findly; David Lyon, RoundPegg; Tim Lambert, Jobvite; David Kent, Oilpro
The document provides tips for managing a virtual insurance agency, including setting clear expectations for producers, tracking key metrics like closing ratios and cross-selling, and setting goals around obtaining referrals and suggestive selling of add-on products to increase income per sale. Implementing these strategies such as asking for one referral per day and suggestive selling one add-on product per policy could result in over $20,000 more income per producer annually.
This document outlines a 21-point business success system. It provides tips across many areas important for business success including planning, finances, marketing, operations, and personal development. Some key tips include having a 3-5 year business plan, focusing marketing efforts on a niche market segment, establishing key performance indicators to track business progress, and leveraging the 80/20 rule to focus efforts on the most important activities. The overall message is that success requires attention to many business details and continuous learning and self-improvement.
6 Ways to use Behavioural Psychology to Drive Conversions & Grow RevenueTrustpilot
This webinar will highlight how both Yieldify and Trustpilot were able to help OVO energy and other brands increase their website performance by leveraging social proof. It will also cover how brands can adapt these techniques and apply them to a modern audience.
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
American Society for Quality - Employee Engagement Presentation TalentMap
Employee Engagement : Moving the Needle on Quality
This lecture is designed to demonstrate how engaged employees positively impact quality. Sean will expand on how employees become engaged and stay engaged. He will use statistics to identify how engaged employees impact quality results and processes. All audience members will be equipped with talent solutions that they can immediately implement in their workplace to impact the organization’s human capital results and their quality-related bottom line performance.
Session Description:
TalentMap’s proven Best Practices are shared and elaborated on. What has TalentMap heard employees/employers from hundreds of corporations share with us? What do they need and want to become and stay engaged employees? How have the engagement elements been impacted by quality programs and implementation plans put in place by corporations? These questions and many more are addressed when Sean Fitzpatrick shares ideas, approaches and business practices on employee engagement and how it impacts corporate culture and quality. We will address:
-Statistics from TalentMap’s extensive database that identify how engaged employees improve on quality
-What TalentMap has learned and heard from employees when surveying their corporate culture that impacts quality
-How to implement action plans with accountabilities from an engagement survey
Once you have surveyed identify how you work on making the changes that will impact your corporate engagement levels:
-what are the quick wins
- plan for the strategic gains
- looking at impact vs. cost
- how you deliver what you have promised
- importance of measuring your programs
- who should be involved in the planning,delivery and implementation
Our Client will then address what they have experienced, learned and implemented on during and after their Employee Engagement survey. Once you have all the data and information how do you set priorities, how do you roll them out, who implements and how do you measure success, how you get the buy-in in a unionized environment?
The document discusses whether the traditional IT department is still relevant given changes in technology and business needs. While technology is now ubiquitous and "shadow IT" has become common, the author argues the IT department is not dead but must change to better serve the business. Specifically, IT must become more business-centric, user-centric, agile, and focus on commercial expertise and value. Strong leadership will also be key to transforming IT's culture and role within the organization.
Mike Shaw discusses how IT can help businesses facing digital disruption. He outlines how digital disruptors operate using minimum viable products, public experimentation, and continuous innovation. Disruptors use mobile/wearable apps, data science in products, and hybrid/fluid apps. Shaw argues IT needs a "two-speed" model with reliable core IT and more agile fluid IT. Fluid IT focuses on continuous innovation, hybrid apps, data science/big data, and engaging customer experiences across devices. Core and fluid IT must cooperate in areas like service brokering, APIs, continuous delivery, and protecting all data and apps.
The document discusses banning the concept of internal customers within an organization. It argues that viewing other departments as customers leads teams to focus on internal politics rather than the actual external customer. It advocates creating a joint digital team with a single budget focused on customer and company benefit. This streamlines prioritization and allows staff to innovate freely to meet customer needs. The key takeaways are to remove internal customers, focus on the real external customer, prioritize based on customer and company value, and empower teams to innovate.
The document discusses how digital disruption is transforming enterprise IT architectures to be more user-centric and interconnected. It describes the challenges of aging infrastructure, more data and users/devices in more places. To address these challenges, the document proposes an Interconnection Oriented Architecture (IOA) that interconnects people, locations, clouds and data using a hub-based model with performance, ecosystem and data hubs to optimize user experience, bandwidth costs, multi-cloud access and analytics.
The document discusses the IT challenges of supporting Royal Ascot, a major horse racing event in the UK. It outlines:
1) The scale of the event with over 300,000 visitors generating over £68 million in revenue and requiring extensive IT infrastructure to support operations.
2) The process of engaging stakeholders, suppliers, and contractors to design, install, deploy, test and support over 200,000 square meters of WiFi coverage, 500,000 betting visits, 1300 IPTVs and other systems for the event.
3) The results of these efforts which enable the successful hosting of the valuable race meeting viewed in over 200 countries.
CIO Event - Big data, open data and telepathy: building better places to live...Global Business Intel
Big data, open data and telepathy: building better places to live, work and travel
Presented by: Rick Robinson, IT Director, Smart Data and Technology, Amey
CMO Event - MARKETING LIKE A START UP - LESSONS FROM THE DISRUPTORSGlobal Business Intel
This document summarizes the revolutionary business model of Stella & Dot, a social retail company that sells fashion accessories through a network of independent stylists. Stella & Dot stylists can earn up to $600 per month hosting weekly trunk shows and receive 25-35% commission on all sales, as well as discounts on products. The company emphasizes empowering stylists and creating a culture of community to drive customer loyalty and sales.
This document discusses integrating digital strategy across an organization. It emphasizes that digital must be customer-centric and aligned with business goals. It highlights the importance of integrating customer service across digital channels like social media. It also addresses developing a comprehensive content strategy and future-proofing the digital strategy for emerging technologies. The document provides a framework for presenting a digital strategy to others using an executive summary, background, action plan, and being prepared to address surprises.
The document discusses how businesses can better leverage social media for B2B purposes, outlining key questions about relevance for businesses and how to influence prospects through social. It provides tips on powering up a company's social media presence, including securing senior level engagement, developing an employee advocacy content plan, optimizing distribution, and measuring social media effectiveness and ROI. The document also makes three predictions about the future of social media in business.
CMO Event - Act-On, Modern Marketing: Addressing The New Buyer’s JourneyGlobal Business Intel
Modern marketing involves attracting potential customers through content, capturing their information through calls-to-action on websites and in emails, nurturing leads through automated email programs tailored to where prospects are in their buying journey, converting qualified leads to customers with sales intelligence tools, and expanding relationships through advocacy programs and customer lifecycle marketing. The new buyer's journey is more self-directed online, so integrated marketing and sales are key to moving prospects through the funnel and retaining existing customers.
The document discusses the City of London Corporation's review of its facilities management contracts and operations. It notes that the review was initially prompted by the need to make efficiencies, but has evolved to focus on developing a more customer-centric service delivery model. The new model aims to (1) prioritize end-user needs, (2) allow flexibility in contracted services, (3) enhance measurement of supplier performance, and (4) define roles more clearly to improve employee satisfaction while meeting business requirements. The review also examined consolidating suppliers but recognized that different approaches may be needed depending on factors like cultural fit and value for money.
FMP Event - What does Property do for your Business? - Trevor Routledge Global Business Intel
The document summarizes Trevor Routledge's presentation at the FMP Conference on the role of property in supporting business objectives. It discusses how Routledge helped optimize Mondelez International's real estate strategy through several key roles and initiatives, including integrating acquisitions, designating property as core or non-core, and reforming real estate processes on a global scale. Routledge emphasizes developing relationships, continually understanding changing business needs, and aligning property strategies with the overall mission and goals of the company.
This document provides an overview of National Grid's energy management strategies and initiatives. It discusses the strategy of rationalizing their property portfolio, which led to successes like accommodating more people while reducing energy costs at one site. It also discusses implementing their "Top 20" strategy to target high energy use sites, and the successes and challenges of obtaining energy data from meters. The document outlines National Grid's organization structure and goals to reduce emissions. It provides examples of energy savings identified from initial trend analysis and addresses challenges around data quality and defining their property portfolio.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
CMO Event - Assessing customer satisfaction and harnessing the marketing opportunity
1.
2. Identifying & Engaging With Brand Promoters
What Do We Do?
Who Do We Do It For?
Little Bit About Me
Setting The Scene
Challenges V’s Solutions
Contents
4. Business Telecoms
Inbound Call Flow Management
Marketing Source Analysis
Voice Biometric ID Verification
Customer Self Care and Payment Systems
Connectivity Infrastructure
Disaster Recovery & Business Continuity
Customer Satisfaction
5. Bulleted List
We capture the TRUTH in real time
We give our clients customers a structured mechanism to have their voice heard
We leverage high performance through visibility, accountability and recognition
We make it fun
7. A Little Bit About Me
Before Performance Telecom I captained the British Trampoline
Team for over 6 years during a career spanning 15 years
In 2003 I set a World Record, for the most consecutive
Somersaults.
The Record Still Stands Today!
Wondering How Many?
11. Why am I telling you this?
When I started out I was anything but physically gifted, very much the
underdog!
I started out many years later than my peers, but had a more successful
career than most of them
Why?
Because I was relentless in the pursuit
of personal self improvement!
12. Why am I telling you this?
Because our work in this space is all about supporting
Relentless Self Improvement
within our clients businesses.
13. And why is this relevant?
Because we are proving that Customer Feedback can be used to…
Drive Continuous Personal Self Improvement
Drive Personal Responsibility for Generating Positive Customer Experiences
And by doing the above, Drive Satisfaction and referral within customer
bases
Leading to loyalty of both customers and staff
24. Challenges and Solutions
Engage our staff in delivering their A game every time!
Do that without paying them a kings ransom!!
Challenge No.1
25. Catch staff doing things right and make sure its acknowledged
Have a safety net for when things go wrong
Challenge No.2
Challenges
26. Motivate our staff to Self Monitor, Self-Appraise, Self Improve
Give staff the tools to track and compare their performance
Challenge No.3
Challenges
27. Identify and rank the issues that really get our customers
backs up so that we start to make the changes required to
remedy their dissatisfaction.
Challenge No.4
Challenges
28. To keep the promises we make to our customers
Make things right when we’ve not managed to achieve that
Challenge No.5
Challenges
29. Make it easy for customers to tell us when things go wrong
Be able to easily extract both aggregated and individual
feedback from the volume & take action
Challenge No.6
Challenges
30. Give our managers the visibility they need to identify staff
training gaps that need to be filled
Make all our staff accountable to our customers
Challenge No.7
Challenges
31. Identify positive experiences and use this knowledge to drive
repeat and referred business
Track the difference that meeting all these challenges is
making to customers, staff and the business
Challenge No.8
Challenges
32. Solution No.1 (Non-financial staff engagement)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com
36. Solution No.2 (Acknowledge getting it right + safety net)
Acknowledging & Responding to the Customers Experience
THREE FLAVOURS OF VERBATIM REQUEST
DRIVEN BY THE CALLERS ‘IN THE MOMENT’ FEEDBACK
Negative Neutral Positive
45. Solution No.4 (Identify, rank and address repetitive issues)
Transcribe Verbatim audio and run through Word Cloud
Issue Ranking
Issue 1
Issue 2
1
2
CampaignPl
Issue 3
Issue 4
3
4
Issue 5
Issue 6
5
6
Issue 7
Issue 8
7
8
Issue 9
Issue 10
9
10
46. Solution No.5
(Keeping promises & making it right
when we mess up)
“Your most unhappy
customers are your
greatest source of
learning!”
47. Solution No.5
(Keeping promises & making it right
when we mess up)
“The complaining
customer
represents a huge
opportunity for
more business!”
Zig Ziglar
48. Solution No.5
(Keeping promises & making it right
when we mess up)
Negative Feedback is REALLY POSITIVE
Immediate Management Alert to Review Customer Issues
Initiates
Immediate Dissatisfaction Acknowledgement & Request for Information
Drives
Opportunity to Quickly Clean Up the Mess
Drives
Opportunity to Learn from Issues / Behaviour that caused the problem
and prevent recurrences
Drives
49. Solution No.6 (Make complaining easy & access to insights simple)
Staff Embrace Negative Feedback
Knowledge that feedback is visible and accountable
Drives
Culture of requesting feedback every time regardless of the tone
Positive attitude to delivering best outcome for customer
Engagement from staff and customers
Drives
Drives
Drives
Results, loyalty & continuous improvement
Drives
50. Solution No.7 (Give Managers Visibility & make staff accountable)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com
51. Page 51Brian Hudson l Drive Satisfaction Integrated Presentation September 2015
Did I really spend 3
years at University to
end up listening to
phone calls all day?
I’m smart…
I want to make
a difference !
Solution No.7 (Give Managers Visibility & make staff accountable)
53. Going for high volume in the moment feedback
Visibility for Managers
Drives
Customers voice being heard (quickly)
Peer to Peer Competition for Staff
Accountability to customers, peers and management
Drives
Drives
Drives
A level playing field
Drives
Solution No.7 (Give Managers Visibility & make staff accountable)
54. Solution No.7 (Give Managers Visibility & make staff accountable)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com
58. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)
Calculate Survey Score
Above
80%
Below
80%
Ask Customer For Referral (offer incentive)
Leave to CS Mgt
to Review
Collect Lead Info in Structured Data-Capture
Data sent to Sales to Follow
Up Lead
Data Sent to Marketing for
Advocate Promotions
Incentive Redemption
Comms to Referrer
Conversion & ROI Measured
59. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)
Even Better…
Measure Customer Satisfaction based to quantity
of ‘Active Referrals’ achieved by agents as a
measure of their value to the business and the
impact they are personally achieving!