The document discusses a live customer experience management program that gathers feedback from customers in real time through a census-style survey sent soon after experiences. This allows issues to be notified, actioned by the right people, and resolved before escalating on social media. The program provides a daily focus on customer experience through an online secured portal. Success comes from staff engagement upfront. There were internal and external wins, including an industry award and increased customer scores and staff morale. Lessons learned include immersing yourself, listening regularly and well, and grounding staff. The next step is to transform data into action and grow value.

1. REAL PEOPLE
REAL STORIES
DRIVING CULTURAL CHANGE THROUGH A LIVE
CUSTOMER EXPERIENCE MANAGEMENT PROGRAM
HORST FELDHAEUSER . LEANNE KHOR

2. WHAT IS CEM ABOUT?
GATHERING FEEDBACK FROM
CUSTOMERS IN REAL TIME.
IT IS ALL ABOUT LISTENING TO
YOUR CUSTOMER.

3. SO
HOW DID WE
APPROACH IT?
CENSUS STYLE
SENT SOON AFTER EXPERIENCE
DRIVES IMMEDIATE ACTION
LIVE REPORTING

4. YOU CAN STOP ISSUES
FROM ESCALATING…
BE NOTIFIED OF AN ISSUE SOON AFTER IT IS RAISED
ACTIONED BY THE RIGHT PEOPLE
RESOLVED BEFORE IT ESCALATES ON SOCIAL MEDIA

5. AND
DRIVE
A DAILY
FOCUS ON
CUSTOMER
EXPERIENCE

6. REPORT IN REAL TIME
WITH ONLINE SECURED PORTAL
TIED TO ACCESS LEVELS
EASY TO USE

7. THE RECIPE
FOR SUCCESS
COMES FROM
STAFF
ENGAGEMENT
UPFRONT

8. THERE WERE INTERNAL
& EXTERNAL WINS
WINNER OF INDUSTRY AWARD
INCREASED CUSTOMER SCORES
BOOST TO STAFF MORALE

9. WHAT DID WE LEARN?
IMMERSE YOURSELF, SCALABILITY OF DESIGN
LISTEN HARD, LISTEN REGULARLY, LISTEN WELL
KEY TO SUCCESS = GROUND STAFF
STAGED ROLL OUT

10. WHAT IS THE
NEXT STEP?

11. GROW AND
ADD VALUE
BY TRANSFORMING DATA
INTO ACTION

12. “
THE CUSTOMER EXPERIENCE
PROGRAM HAS BEEN MOST
SUCCESSFUL IN ITS IMPLEMENTATION
AND ACCEPTANCE FROM OUR
TEAMS, AND THE WEALTH OF
INFORMATION WE HAVE GAINED SO FAR
HAS BEEN INVALUABLE
“
TESTIMONIAL FROM
THE CLIENT