Learn from Qualtrics professionals how to build and execute a customer experience program. The final part of a four-part series, this session illustrates tracking customer outcomes, demonstrating ROI, driving executive and business communication, and defining a path forward.
Solve for the Customer: Characteristics of World-Class Customer SuccessQualtrics
Learn about churn and how it impacts customer success in this presentation focused on the customer. Join Colleen Carey as she outlines the customer journey, what to look for, and four main characteristics for customer success.
Learn how Holland Insurance has grown their CX Program by enlisting leadership, targeting quick wins, and starting small. This session outlines basic tips to help get new CX Programs up and running.
Building and Evolving a Dynamic CX ProgramQualtrics
Successful CX Programs have much in common, but a good program should be dynamic and evolving. Join Aisling McCarthy as she shares some commonalities and pillars of a CX Program, strategies to creating a long term program, and tips on building a dynamic program around your data and your customer journey.
Empowering Your Organization to Follow Up the Right WayQualtrics
Learn how employees can go beyond what they should be doing, and focus on what they could be doing. In this session, Danny Cox outlines seven keys to empowering employees to go above and beyond, and the right way to follow up.
To work effectively, actions need to be backed by research. In this session, Gary Clamp reviews data and pulls out relevance and insights to create executive summaries, account plans, and reporting and scorecards. Learn the 4 strategy elements and 3 measurement dimensions that can deepen relationships in the customer experience journey.
Using Twitter to Create a Customer Experience That Gets ResultsQualtrics
As a growing social medium, Twitter is making its way into the Customer Experience world. In this session, explore the benefits of using Twitter in your CX program as Twitter’s Jeff Lesser dives into the data, best practices, and new capabilities of Twitter.
A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
Delivering a Client-Centric Culture in Professional ServicesQualtrics
Having a client centric approach is vital for business. When you have a close relationship with clients, and provide multiple services to them, both parties benefit— cost of delivering services decreases and time in acquiring services is shortened.
Customer centricity is about understanding what the clients business drivers are; to walk in their shoes; to then enable you to evaluate the best mix of solutions you have within your capability, in order to help meet those business needs.
This presentation will dive deeper into client centricity and culture in professional services.
Solve for the Customer: Characteristics of World-Class Customer SuccessQualtrics
Learn about churn and how it impacts customer success in this presentation focused on the customer. Join Colleen Carey as she outlines the customer journey, what to look for, and four main characteristics for customer success.
Learn how Holland Insurance has grown their CX Program by enlisting leadership, targeting quick wins, and starting small. This session outlines basic tips to help get new CX Programs up and running.
Building and Evolving a Dynamic CX ProgramQualtrics
Successful CX Programs have much in common, but a good program should be dynamic and evolving. Join Aisling McCarthy as she shares some commonalities and pillars of a CX Program, strategies to creating a long term program, and tips on building a dynamic program around your data and your customer journey.
Empowering Your Organization to Follow Up the Right WayQualtrics
Learn how employees can go beyond what they should be doing, and focus on what they could be doing. In this session, Danny Cox outlines seven keys to empowering employees to go above and beyond, and the right way to follow up.
To work effectively, actions need to be backed by research. In this session, Gary Clamp reviews data and pulls out relevance and insights to create executive summaries, account plans, and reporting and scorecards. Learn the 4 strategy elements and 3 measurement dimensions that can deepen relationships in the customer experience journey.
Using Twitter to Create a Customer Experience That Gets ResultsQualtrics
As a growing social medium, Twitter is making its way into the Customer Experience world. In this session, explore the benefits of using Twitter in your CX program as Twitter’s Jeff Lesser dives into the data, best practices, and new capabilities of Twitter.
A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
Delivering a Client-Centric Culture in Professional ServicesQualtrics
Having a client centric approach is vital for business. When you have a close relationship with clients, and provide multiple services to them, both parties benefit— cost of delivering services decreases and time in acquiring services is shortened.
Customer centricity is about understanding what the clients business drivers are; to walk in their shoes; to then enable you to evaluate the best mix of solutions you have within your capability, in order to help meet those business needs.
This presentation will dive deeper into client centricity and culture in professional services.
Webinar: Assessing your level of CX maturity with Vicky KatsabarisQualtrics
Join Vicky Katsabaris, Customer Experience Subject Matter Expert at Qualtrics, as she demonstrates how organisations can assess their level of CX maturity using the Qualtrics CX Diagnostic Tool.
At Ireland’s biggest energy supplier, the customer is at the heart of everything they do. See what Head of Customer Experience & Operations Aisling McCarthy had to say at Qualtrics
Converge Europe as she presented their journey to refocus the orgaisation on the customer.
Build amazing products your customers love, delight them at every stage of the customer journey, develop an incredible company culture and build your brand equity. All from one platform.
How Volkswagen Australia Fuses Customer and Employee ExperiencesQualtrics
Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
Customer Success is reshaping the business landscape in Israel. It provides a sustainable path forward for recurring revenue companies to grow predictably over the long-term.
This half-day event brings innovative Customer Success professionals together to learn how their businesses should think about retention, renewals, and delivering customer outcomes.
With speakers from Hewlett-Packard Enterprise, Cloudinary, Sisense, and Lightspeed Venture Partners, you'll hear from local Customer Success leaders as well as Gainsight's executive team.
Here's a slide deck of one of our recently published blog posts about 5 essential KPI tips for airlines!
If you want to read the whole story, head over to our blog:
https://www.id1.de/2020/05/24/5-ideas-to-boost-airline-key-performance-indicators-kpi/
Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLEClearAction
This sample gives you an idea of how easy it is for your employees to learn valuable skills to become more customer-focused.
Designed for immediate on-the-job application for both external and internal customer communications, this online course includes post-module quizzes and activities (plus optional: topic mastery certificate, based on participant's answers to essay questions and examples of skill deployment in their job).
See http://ClearActionCX.com
How to Win in On Premise with Customer SuccessGainsight
Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
Effective Customer Success is an essential activity for every growing SaaS Business. The challenges of proactive Customer Success grow as the team scales. What are the best strategies for scaling Customer Success?
Join Leanne Waldal, head of research at Dropbox as she describes the Dropbox customer experience: how people work and collaborate. Typically a work or employee experience company, Dropbox delves into major trends in the cultures of digital tools, the dynamic of people working on many teams, and more.
Infusing Emotion Into Your Customer ExperienceQualtrics
"
Focusing on emotion can lead to improved customer loyalty. In this session, learn the realities of emotion, what drives emotion, and how to design for it."
Webinar: Assessing your level of CX maturity with Vicky KatsabarisQualtrics
Join Vicky Katsabaris, Customer Experience Subject Matter Expert at Qualtrics, as she demonstrates how organisations can assess their level of CX maturity using the Qualtrics CX Diagnostic Tool.
At Ireland’s biggest energy supplier, the customer is at the heart of everything they do. See what Head of Customer Experience & Operations Aisling McCarthy had to say at Qualtrics
Converge Europe as she presented their journey to refocus the orgaisation on the customer.
Build amazing products your customers love, delight them at every stage of the customer journey, develop an incredible company culture and build your brand equity. All from one platform.
How Volkswagen Australia Fuses Customer and Employee ExperiencesQualtrics
Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
Customer Success is reshaping the business landscape in Israel. It provides a sustainable path forward for recurring revenue companies to grow predictably over the long-term.
This half-day event brings innovative Customer Success professionals together to learn how their businesses should think about retention, renewals, and delivering customer outcomes.
With speakers from Hewlett-Packard Enterprise, Cloudinary, Sisense, and Lightspeed Venture Partners, you'll hear from local Customer Success leaders as well as Gainsight's executive team.
Here's a slide deck of one of our recently published blog posts about 5 essential KPI tips for airlines!
If you want to read the whole story, head over to our blog:
https://www.id1.de/2020/05/24/5-ideas-to-boost-airline-key-performance-indicators-kpi/
Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLEClearAction
This sample gives you an idea of how easy it is for your employees to learn valuable skills to become more customer-focused.
Designed for immediate on-the-job application for both external and internal customer communications, this online course includes post-module quizzes and activities (plus optional: topic mastery certificate, based on participant's answers to essay questions and examples of skill deployment in their job).
See http://ClearActionCX.com
How to Win in On Premise with Customer SuccessGainsight
Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
Effective Customer Success is an essential activity for every growing SaaS Business. The challenges of proactive Customer Success grow as the team scales. What are the best strategies for scaling Customer Success?
Join Leanne Waldal, head of research at Dropbox as she describes the Dropbox customer experience: how people work and collaborate. Typically a work or employee experience company, Dropbox delves into major trends in the cultures of digital tools, the dynamic of people working on many teams, and more.
Infusing Emotion Into Your Customer ExperienceQualtrics
"
Focusing on emotion can lead to improved customer loyalty. In this session, learn the realities of emotion, what drives emotion, and how to design for it."
Join the author of “The Wallet Allocation Rule” as he dives into the research and analytics behind winning more share of wallet. In this session, Luke Williams explores the wallet allocation rule, and how changing methods or measurement and analysis, to more actively predict change, can be a sustainable competitive advantage.
Learn from Qualtrics professionals how to build and execute a customer experience program. Part one of a four-part series, this session lays the foundation of how to build a CX vision by following 7 key factors for success.
Qualtrics' Principal Consultant, Catriona Sheil, takes you through the journey of closing the loop with your customers. She will describe best practices on strategic to operation closed loop feedback, the difference between B2B and B2C closed loop feedback, and more.
Monetizing Mobile: How to Deliver Value from Improved Customer ExperienceQualtrics
Mobile is on the mind of every experience professional. It's not always easy to do this while monetizing the experience as well. Join Mark Schofield as he discusses mobile and how customer behavior is changing, how banks are adapting, and how banks accelerate the pace at which they capture the "digital dividend."
Telling Your Customer Company Story: Writing a Book to Connect with Your Cust...Qualtrics
If you asked your customers and employees what your company stands for, could they respond? Join us as author Fernando Pizarro illustrates the power of a good story and provides tips to get you started on creating your own strong company story that will help establish you as a thought leader.
In this CXweek capstone presentation, Product Manager, Jamie Morningstar describes how to execute your customer experience vision. You'll learn what metrics you can measure, how to identify key drivers of satisfaction, to put real time metrics at the fingertips of every employee, and how to take action on micro and macro opportunities.
Volume, velocity, and variety all describe big CX data. Most organizations have some of these but may not know how to take them from data to insights. Watch this presentation to see how NBCUniversal takes their big data and turns it into powerful insights.
Learn how McKinsey & Company works with different organizations to help them develop a customer experience vision. This presentation outlines how to define your CX aspiration, align leadership, and how to cascade the vision to the front line.
Integrating Customer Analytics Into Your BusinessQualtrics
CEO Kerri K. Nelson presents on the 5-step process that CustomerFirst Now has created to deliver a sustainable CX program. These steps are: explore, engage, embark, embed, and excel.
How the Best Brands Build Lasting Customer LoyaltyQualtrics
Customer loyalty is the likelihood of previous customers to continue to buy from a specific organization. To have loyal customers is a goal shared by most organizations, but not all reach this goal.
Join Adrian Swinscoe as he outlines how the best brands go about building customer loyalty that lasts.
Creating a Customer-Centric Learning CultureQualtrics
Former VP and Head of Global Marketplace Insights at American Express, Adam Rothschild, describes how to create a customer-centric learning culture. You'll learn about good innovation and how to increase your focus on expanding sources of data and insights to focus your innovation.
How to Leverage Analytics, Design, and Development to Transform Customer Jour...Qualtrics
Learn how McKinsey harnesses big data in experience. This session outlines the concept of leveraging big data, how to prioritize and map journeys, the benefits of setting up cross channel groups, and how to carve out implementation capacity.
Using Rapid Process Improvement to Transform the Customer ExperienceQualtrics
The digital world is a rapidly growing area for customer experience. Join Andrea Peyracchia as he explores the benefits of creating a digital experience, redesigning a journey for the digital world, and six examples of how to get started.
Laggard to Leader - Critical Steps to CX TransformationQualtrics
There are three critical, must-do steps to take your customer experience program from being a laggard to being a leader. Join Alex Allwood, CEO of the Holla Agency as she takes you on a visual journey through these steps.
Yearly Business Plan Report PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Yearly Business Plan Report Powerpoint Presentation Slides. Keep your audience glued to their seats with professionally designed PPT slides. This deck comprises of total of fourty one slides. It has PPT templates with creative visuals and well researched content. Not just this, our PowerPoint professionals have crafted this deck with appropriate diagrams, layouts, icons, graphs, charts and more. This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the colour, text and font size. You can also modify the content as per your need. Get access to this well crafted complete deck presentation and leave your audience stunned.
Existing PMO processes need to evolve in the changing Agile world and the SAFe framework for Agile practices provides a means to fine-tune these practices at an enterprise scale. In this session, hear how Wells Fargo is utilizing CA PPM with SAFe for their Agile processes and gain insights into scaling Agile across organizations while achieving the consistent methodology and project governance required of the PMO.
For more information, please visit http://cainc.to/Nv2VOe
How to help economies of the world grow and prosper?
What is the competitive advantage of CBH as master developer?
How do build economies B2G for the next 50 years and meet challenges of climate change?
Annual Operating Plan Powerpoint Presentation SlidesSlideTeam
“You can download this product from SlideTeam.net”
This PPT deck displays fourty one slides with in depth research. Our topic oriented Annual Operating Plan Power Point Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Annual Operating Plan Power Point Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. https://bit.ly/3a4uUBW
Annual Operating Plan PowerPoint Presentation Slides SlideTeam
This PPT deck displays fourty one slides with in depth research. Our topic oriented Annual Operating Plan Power Point Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographs for an inclusive and comprehensive Annual Operating Plan Power Point Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
Annual Business Plan Powerpoint Presentation SlidesSlideTeam
Manage your business efficiently by using this Annual Business Plan PowerPoint Presentation Slides. With the help of this business plan PPT template, a manager can set the strategies in order to meet their current and future needs. Generate a KPI report in accordance with revenue, sales cost, gross profit, operating expenses, etc. by using financial planning PowerPoint presentation complete deck. You can highlight the challenges that restrict the path in reaching your target, with the help of strategic planning PPT slides. This annual business plan PowerPoint presentation deck contains a roadmap with which you can explain the business cycle to increase productivity. You can showcase the various key performance indicators using the business operational plan PPT visual slides. With the help of operating plan initiatives PowerPoint presentation deck, you can create a report on financial planning and implementations. Therefore, download this ready-to-use strategic planning PPT template and run your organization with a more cohesive vision. https://bit.ly/3t28utq
SERVICE REDEFINED: DEVELOPING BEHAVIOR-BASED PROGRAMS FOR CREDIT UNIONSSaylent
Most banks and credit unions offer products that treat all customers / members the same rather than focusing on building products and service programs that respond to the unique behaviors of their age and lifestyle. In order to increase profitability, banks and credit unions must design behavior-based products and programs. This presentation describes how to do just that.
WEBINAR: K12 - How to shape student experiencesQualtrics
Understanding the students whose experiences fuel your school’s purpose isn’t just a good idea – it’s absolutely essential to keep your students thriving.
It is no longer enough to simply track a grade or score as students now make decisions based on their experience. Student feedback gives you insight into what is going on and measuring this alongside what you already know about a student is giving parents, teachers and schools the ability to truly understand a students experience.
The digital age has propelled the feedback process to new heights, both in how a students response is given and received, and how teachers can utilise these discoveries. Where schools used to rely on annual surveys, verbal feedback sessions and paper comment cards to gauge student engagement, digital technology can now help to implement a more omnipresent feedback strategy that not only delivers almost immediate results, but aggregates those results into crucial analytics.
Catastrophic failures, single-mindedly focusing on happy customers and relying solely on your marketing team will not move the dial on customer experience. Luke Williams, head of Customer Experience at Qualtrics and author of The Wallet Allocation Rule, will reveal the three CX myths that can kill your brand.
Join Luke to learn about the real drivers of CX success. He’ll show you how not to fall into common traps and where best to focus your CX efforts for maximum return.
Link to webinar: https://success.qualtrics.com/3-cx-myths-register.html
The 5 Competencies for Customer Journey MappingQualtrics
Customer journey mapping brings design thinking into your organization to identify and solve key pain points your customers face. In our new webinar, 5 Competences for Customer Journey Mapping, you’ll learn how to map customer journeys and bring them to life: from recruiting your team to integrating mapping into your Voice of Customer program.
Stop The Fighting, Find Consensus: How To Manage Your Citizen ExperienceQualtrics
This webinar is based on the solutions session given at the 2017 NACo Annual Conference. You'll learn about organizational standards for data collection and how that influenced citizen experience.
Increasing your Value-Based Purchasing Score through 5 Patient Rounding Best ...Qualtrics
This presentation is presented by Qualtrics and Carilion Clinic. You'll learn more about the Hospital Value-Based Purchasing Score (HVBP Score) and how patient rounding best practices can help increase this score and generate more money for your hospital.
Creating an employee value proposition that recruits and engages today's top ...Qualtrics
Recruiting talent that fits your organisation's location, culture and budget can be a challenge for even the best of organisations. Join Gil Sewell, Director of Organisational Development at Auckland District Health board, as she reveals why it is important to develop an Employee Value Proposition to address recruitment challenges and achieve long term success and engagement.
Hear her experience in rolling out a new Employee Value Position across a organisation of 10,000 staff with varying roles in the healthcare industry.
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
Development and evaluation of digital solutions for weight loss maintenanceQualtrics
Professor James Stubbs from the University of Leeds talks through the NoHoW porject, that’s helping to trackweight loss programmes in digital, pulling data from sources like Fitbit and using Qualtrics to collect and analyse it as part f his research.
Pierre Saouter from the World Economic Forum shows how the Global Shapers Survey is giving a voice to millenials in often under-represented countries in order to impact discussions at a geo-political level.
What paradata can tell you about the quality of web surveys?Qualtrics
Google’s Mario Callegaro explains how paradata works – the data that shows not just what your survey respondents said but how they answered the question, opening up new avenues for researchers to interrogate and analyse the survey data they receive.
Digital Research in Low-Resource CountriesQualtrics
When you’re doing research in areas with no internet, collecting and analysing the data could be a pain. Lando and David from Health Focus spoke at Qualtrics Converge Europe about how they’re collecting data using the offline app in order to avoid the costly and time-consuming research often needed in low-resource countries.
Your data is only as good as the survey behind it – here, Qualtrics’ Dave Vanette talks best practice for designing surveys and how to manage them to get the best possible data back.
Recipe for success: balancing the art & science of employee feedbackQualtrics
Disruption is affecting organisations everywhere – and it’s the same for their employees according to Google’s Yuval Dvir. See how new developments like artificial intelligence are changing the employee experience and how you can get the balance right when it comes to collecting and analysing feedack.
The Age of Customer Empowerment and its Impact on Brand ExperienceQualtrics
Customers have never been so savvy – in her speech at Qualtrics Converge Europe, KPMG Nunwood’s Customer Experience Design Director talks about how consumer demands are growing and how brands need to keep up to stay ahead of the competition.
Brand experience – a Ticketmaster Case StudyQualtrics
Some 87% of Ticketmaster’s business comes from online channels – so nailing the experience for its 20m unique users a month is vital if they’re to attract new prospects and drive more value from existing customers. Hear from Tina Mermiri about how they’re tracking and analysing data in digital to drive a better online experience for customers.
Measuring brand experience in a digital worldQualtrics
Panel Edge’s Mark Cullen talks through the digital revolution and how big data is giving organisations near limitless possibilities to track and manage customer interactions. But how should they collect that data, and what can they do with it all?
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
story about my degree, the field of IO psychology, the navy and my wife’s advice
difference between RESULTS and IMPACT
ROI is equal parts RESULT and IMPACT; combined, you can generate your ROI
so now, let’s explore the difference between IMPACT and REVENUE
this is a GREAT result; at least until this non-essential manager was let go because they are a cost center and not a revenue generator
wow, CSAT is doing well; that sounds like a great result
how about this?
Industry CX leader stock prices outperformed industry laggards by 77% over a 5 year stretch (2007-2012)
this is Impact; its a bit vague (what is a CX leader?), but it is impact
or this? this is impact
on average, promoters have around a 30% lower cost of service than detractors
what if I was to tell you that THIS is ROI; equal parts RESULT and IMPACT leading to REVENUE
even in this form, the relationship is still a bit hazy
to really understand how we can show ROI through our results we all need to understand a key concept
At this point, it is pretty common to say “YOU”RE DOING IT WRONG” or “LOYALTY METRICS ARE BROKEN”
The truth is that there isn’t any singular metric that will simply, yet holistically, quantify your customer experience; it just doesn’t exist
Anyone telling you otherwise is likely trying to sell you something; most likely themselves
Instead, let’s use metrics that already exist and change our focus to actual customer behavior; in this case, a concept that comes from Psychology (myself being a Psychologist)
the concept that we will call Behavioral Likelihood simply means that certain types of customers are more or less likely to exhibit certain behaviors
these behaviors can be good or bad, but generally speaking, as we will show, happy customers are more likely to exhibit good behavior than are unhappy customers
NOTE- this is when controlling for other antecedents of consumer behavior such as consumer tenure
it is really as simple as this; we want our customers to engage in behaviors that are beneficial to our business
our goal is not to achieve a higher CSAT or NPS or WAR number...it is to encourage better behavior
now, these common metrics are a means of gauging our progress, but they are not the end goal
for the purpose of this presentation we will use a very common customer segmentation, that found in the Net Promoter System (Promoters are happy; Detractors are unhappy)
so how does this concept of behavioral likelihood play out in practice
on this chart we have Customer Sat on the X-axis and Behavioral Likelihood on the Y-axis
let’s see how these two relate to a one another
in a perfect world we would automatically have 100% of our customers engage in this behavior, regardless of how their experience was
instead, what we typically find is that customers have a differential likelihood to exhibit certain behaviors based on their level of specific attributes
we find is that our Promoters (our happy customers) are also the most likely to engage in this behavior
and note, this same concept applies all walks of business, and generally, life
more engaged employees are less likely to quit, show higher levels of job performance, etc.
spouses that are happier in their relationship are more likely to exhibit extra-role behaviors such as buying roses on Valentine’s Day
first up we have our unhappy customers, our detractors; these poor souls hardly ever engage in this behavior; this is not a good thing
as we move up our happy customer index, we find that our neutral customers have a 40% likelihood of engaging in this behavior
finally we have our happiest customers; on average, we find that our Promoters engage in this behavior 90% of the time
the goal that we are aiming for is to make our unhappy customers happy; not for the result by itself but because it increases the likelihood of positive behaviors which increases our impact
lets show how this works in terms of real, important customer behaviors
this essentially means that a customer has been retained and as a result will continue to do business with a specific brand/company; this is a good thing
the opposite of this is typically called churn
to show how important this:
financial services (specifically credit cards) have ~25% churn
subscription media (e.g., news sites) have ~60% churn
industries like telecomm and SaaS have comparable numbers
this is obviously an important metric as we discussed earlier; retaining a current customer is 7x cheaper than attracting a new one
as we go through this discussion today, I want you to think of Repurchase/Renewal in terms of a behavior
our goal is going to be to show how an improved customer experience will increase the behavioral likelihood that customers will engage in this positive behavior and how this behavior leads to greater impact
if we examine industry-agnostic studies on consumer behavior, these are the general behavioral likelihoods associated with promoters, neutrals and detractors
as you can see, it is advantageous to have more promoters than detractors
however, as we touched on during the intro to this presentation, these percentages by themselves aren’t super helpful aside from showing that Promoters are more likely to engage in positive behavior
note- these are simply general benchmarks; to make this useful for your specific situation it is advisable to conduct some research on your customers’ behavior
this may require some customer segmentation as, for example, it is typical to find that loyalty members (or those with many interactions with your company) score lower on CX metrics, yet exhibit more positive behavior
this doesn’t mean that CX metrics are broken, it simply means that your research needs to be more sophisticated
to translate these behavioral likelihoods into hard outcomes, we need to introduce a company profile
customer profile has how many of our customers are promoters vs. passives vs. detractors
financial profile has the current revenue of this company
their current annual revenue is $100 million and their customer profile is something that many companies would be happy with
50% of their customers are promoters; 34% are neutrals; 16% are detractors
but, the leaders at ACME have been up at night lately pondering a burning question: “how can we drive more revenue”
one answer to this question is simple: improve the customer experience
we’ve just shown that happy customers are more likely to engage in positive behaviors; so lets start there
what would happen to that revenue figure if we increased the percentage of promoters in our customer profile? well, lets see
in order to calculate the potential impact of an improved customer experience, lets take two pieces of information we have covered and see how they interact
the first piece is our customer profile which looks like this
the second piece is information is the behavioral likelihood associated with Repurchase for each of these customer segments
as we look at these two metrics in unison we can start to see the bigger picture; keep in mind that this customer profile is responsible for our current $100 million revenue figure
almost half of our customers are pretty likely to repurchase with us thereby shielding our current revenue
remember early we discussed how expensive it can be to acquire new customers
in order to take this to the next level, lets see just how much of our current revenue is protected in the future
to do this we need only multiply our customer profile by their corresponding likelihoods
finally, we sum these outcomes to arrive at what I call a Retained Revenue Index
this number represents the percent of current income that will be guaranteed going forward via retained customers
our current state retained revenue index
now, lets see what happens if we drive a result through our customer experience program
this should seem familiar...it is our current customer profile for ACME Co.
in order to examine the impact of the CX on our bottom line, lets change something...
lets imagine we have invested in a closed-loop program focused on our detractors
lets see what happens if we take just 1% of our detractors and move them into the promoter segment
now, lets insert the behavioral likelihood for these groups
now, lets insert the behavioral likelihood for these groups
and multiply as we did before
Now, sum
and we arrive at our new Retained Revenue Index number
our future retained revenue index
some might say that this increase in RRI is IMPACT
now lets compare this with our current RRI to see what kind of improvement we have made
we use this formal to calculate the percentage increase in revenue that is attributed to an improved customer experience
plugging in our numbers and doing the math (remember your order of operations!) results in this...
VoC programs have a difficult task. Quantifying the customer experience, driving action across an organization and, in the end, driving more revenue.
one of the biggest and most prevalent questions is how much should be invested in improving the customer experience; here is your answer
put aside research by companies that clearly show customer experience has become the largest driver of consumer purchase behavior and is only becoming more important
we are talking real money here
we have walked through a very conservative estimate of what an action-driven VoC program can accomplish
a single customer metric, a small improvement; yet, we are talking a sum of money that offsets even the most robust program investment
imagine what could be done with the right tools, partners, team and culture
Having a solid communication strategy will enable a more effect CX program
today we will introduce the typical pieces of a Communication Strategy
we will end with a hands-on group activity aimed at applying what we learn
this quote sums up what typically happens with most organizational initiatives
those in the weeds assume that others understand their point of view and the potential benefits generated from an initiative
in fact, the opposite it what often happens
others in your organization don’t understand or, in some cases, haven’t the time to care
it is your job to insure that your story is told
it is not enough to simply launch a VoC program and expect that results will be instantly absorbed by the organization
additionally, expected your internal audience to buy-in into your program on their own volition is not a great way to navigate towards success
the fact of the matter is that every successful VoC program is backed by a well-articulated Communication Plan
to develop an effective Communication Plan, there are 3 primary factors that need to be considered:
the first, and likely the most obvious, is what we will call Content; this refers to WHAT will be communicated
the second factor is Media; this refers to HOW communication will happen
and finally we have Audience; this is WHO we are communicating with
lets examine each of these factors in more detail
when designing the content that will be shared internally via your communication plan, sticking to a proven method will be vital
this method can be best depicted by the following graphic:
the first thing that you should notice about this graphic is that it is aiming to tell a story
General Value- we start with exploring the general value of CX; establishing, in the minds of your internal audience, that CX is a vital mechanism to establishing long-term success
Quick Wins- with an established focus on CX, it is now time to transition to creating some quick wins
these wins can come in two primary forms (micro & macro)
Micro- 1:1; fixing an issue for a specific customer; lends itself well to creating customer stories or vignettes
e.g., “look at what we did for Susie”
Macro- 1:Many; finding a wide-spread or deep seeded issue that, when addressed, will have a large impact on the CX
aim to turn these quick wins into compelling stories
what was the issue?
how was the issue identified?
what was done to correct the issue?
what impact was felt by the customer?
CX Metrics- while quick wins focus on action and outcomes, Metrics aim to standardize measurement; this enables comparisons with industry leaders and tracking of progress
Biz Impact- CX metrics are a great way to track progress on your journey towards customer centricity; however, over the long-haul it will be necessary to establish business impact
establishing link between CX wins and KPIs
leveraging customer feedback to influence cross-departmental teams or programs
having a content plan is vital, but without a means for distributing all that great content, it is essentially useless
care should be taken to leverage all media resources at your disposal; never underestimate the impact of a great propaganda campaign
what are some common sources? (see slide)
each of these have obvious strengths, weaknesses and applications
the goal is to align these (as an example) with the specific content you are looking to push
alignment with the right audience will allow the right content framed in the right media to have maximum impact
lets think about this using the Content and Media factors we just discussed
creating a quick win at the micro level and turning that into a single slide (or one-pager) could prove to be a very effective way of gaining momentum
however, would that same one-pager be interesting across all departments and all levels of the hierarchy?
likely not; and this same truth holds across all content and media types
as such, care should be taken to understand what resonates with each department and each job level
in this example, perhaps this one-pager is exactly what the VP of Operations would find useful to share in a leadership meeting; giving your team instant credibility
conversely, a micro win may not be enough to convince your Executive level of the importance of CX
might need to aim for a macro win or long-term trend to prove value