Ipsos Loyalty are market leaders when it comes to helping clients optimise their customer experience programmes in order to maximise returns from customers - to find out how check out our credentials deck!!!
Is employee experience the secret to proving business value of managed servic...Pasi Nikkanen
Presentation made at London Olympia SITS 18 expo by Pasi Nikkanen from HappySignals. Employee experience measurement and analytics made easy and actionable.
REACH is a marketing research and brand activation company based in Lahore, Pakistan with a presence across major Pakistani cities. The company was established in 2010 and provides services including marketing research, brand activation, and data collection. REACH aims to become a leading provider of reliable market insights and brand activation strategies through quality work. It has completed various projects for government and private sector clients across Pakistan.
High Tech-High Touch RPO: What the Doctor Ordered for Boehringer IngelheimCielo
Learn about BI's talent solution journey and how their partnership with Pinstripe allowed them to drive ambitious HR strategies through data-driven decisions and hiring for key skills.
Market analysis is a comprehensive study of a product or a new business idea that determines new market trends, entry barriers, opportunities, threats, limitations, and resources of the field. If someone is planning to start a new business, it is necessary to carry out a thorough industry analysis to get an idea of how likely your business is going to succeed. If not conducted properly, it may result in loss of opportunities, poor returns, and even financial losses. Some budding entrepreneurs seek the assistance of agencies to conduct market research. With dozens of agencies striving hard to approach their potential clients, chances are you might go unnoticed by your potential customers. So, make a striking proposal for your clients with our attention-grabbing Market Assessment Proposal PowerPoint Presentation Slides and please your clients with the exceptional services of your company. Incorporate our industry analysis PPT theme and begin your proposal with this aptly-composed cover letter. Outline your proposal with a table of contents by employing this industry assessment PowerPoint template. Explain your goals and objectives thoroughly. Share the plan of action including, project initiation, research, analytics, and presentation. Brief the scope of services related to industry profiling, market assessment, customer persona, market entry strategy. Set time duration for each activity by utilizing our content-specific market analysis PowerPoint design. Elaborate on your additional services such as opinion polls & political surveys, healthcare research, PR research, and retail research concisely. Showcase the cost fixed for each activity with the assistance of market evaluation PPT layout. Inform your customers about your company and define the core values mission and vision that laid the foundation for your business. Introduce your team that works hard and fast to achieve customers' goals and attach clients’ testimonials in the end. Download this innovative PowerPoint slideshow and propose with confidence. https://bit.ly/30eRmTG
KPI is an in-home healthcare agency experiencing high demand for services but low supply of staff. To address this, Badger Consultants proposes conducting a job analysis, creating a patient survey, and updating job descriptions. The objectives are to get client feedback to improve services, clarify roles to attract more applicants, and ensure positions are accurately described. This will help KPI enhance customer service, improve its website and organizational structure, and hire the right number of qualified people.
If your company needs to submit a Transformation Implementation Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2OKzWsR
Retail Week Rising Stars_IT individual of the year_Jay Conway_ArgosJay Conway
Jay Conway has risen quickly within Argos from a store manager to a senior product manager leading projects to transform Argos into a digital retail leader. He played a key role in developing and testing new store formats and services. Jay is now the subject matter expert on Argos' complex store systems, representing store needs and ensuring technology changes support operations and customers. His knowledge, communication skills, and drive have been instrumental to Argos' success and he continues to take on more responsibility.
The Advocacy BluePrint: Building Innovative Experiences That Transform Custom...Bill Hobbib
The document discusses building customer advocacy by transforming customers into advocates through innovative customer experiences. It outlines that most companies still have broken, transactional, and fragmented customer experiences. It then provides a 10 step blueprint for customer advocacy, focusing on gaining a complete view of customer data, excelling at interactions, providing connected personalized journeys, and instituting cultural change around customer obsession. Finally, it discusses Oracle's customer experience solutions and platforms that can help implement this advocacy approach.
Is employee experience the secret to proving business value of managed servic...Pasi Nikkanen
Presentation made at London Olympia SITS 18 expo by Pasi Nikkanen from HappySignals. Employee experience measurement and analytics made easy and actionable.
REACH is a marketing research and brand activation company based in Lahore, Pakistan with a presence across major Pakistani cities. The company was established in 2010 and provides services including marketing research, brand activation, and data collection. REACH aims to become a leading provider of reliable market insights and brand activation strategies through quality work. It has completed various projects for government and private sector clients across Pakistan.
High Tech-High Touch RPO: What the Doctor Ordered for Boehringer IngelheimCielo
Learn about BI's talent solution journey and how their partnership with Pinstripe allowed them to drive ambitious HR strategies through data-driven decisions and hiring for key skills.
Market analysis is a comprehensive study of a product or a new business idea that determines new market trends, entry barriers, opportunities, threats, limitations, and resources of the field. If someone is planning to start a new business, it is necessary to carry out a thorough industry analysis to get an idea of how likely your business is going to succeed. If not conducted properly, it may result in loss of opportunities, poor returns, and even financial losses. Some budding entrepreneurs seek the assistance of agencies to conduct market research. With dozens of agencies striving hard to approach their potential clients, chances are you might go unnoticed by your potential customers. So, make a striking proposal for your clients with our attention-grabbing Market Assessment Proposal PowerPoint Presentation Slides and please your clients with the exceptional services of your company. Incorporate our industry analysis PPT theme and begin your proposal with this aptly-composed cover letter. Outline your proposal with a table of contents by employing this industry assessment PowerPoint template. Explain your goals and objectives thoroughly. Share the plan of action including, project initiation, research, analytics, and presentation. Brief the scope of services related to industry profiling, market assessment, customer persona, market entry strategy. Set time duration for each activity by utilizing our content-specific market analysis PowerPoint design. Elaborate on your additional services such as opinion polls & political surveys, healthcare research, PR research, and retail research concisely. Showcase the cost fixed for each activity with the assistance of market evaluation PPT layout. Inform your customers about your company and define the core values mission and vision that laid the foundation for your business. Introduce your team that works hard and fast to achieve customers' goals and attach clients’ testimonials in the end. Download this innovative PowerPoint slideshow and propose with confidence. https://bit.ly/30eRmTG
KPI is an in-home healthcare agency experiencing high demand for services but low supply of staff. To address this, Badger Consultants proposes conducting a job analysis, creating a patient survey, and updating job descriptions. The objectives are to get client feedback to improve services, clarify roles to attract more applicants, and ensure positions are accurately described. This will help KPI enhance customer service, improve its website and organizational structure, and hire the right number of qualified people.
If your company needs to submit a Transformation Implementation Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2OKzWsR
Retail Week Rising Stars_IT individual of the year_Jay Conway_ArgosJay Conway
Jay Conway has risen quickly within Argos from a store manager to a senior product manager leading projects to transform Argos into a digital retail leader. He played a key role in developing and testing new store formats and services. Jay is now the subject matter expert on Argos' complex store systems, representing store needs and ensuring technology changes support operations and customers. His knowledge, communication skills, and drive have been instrumental to Argos' success and he continues to take on more responsibility.
The Advocacy BluePrint: Building Innovative Experiences That Transform Custom...Bill Hobbib
The document discusses building customer advocacy by transforming customers into advocates through innovative customer experiences. It outlines that most companies still have broken, transactional, and fragmented customer experiences. It then provides a 10 step blueprint for customer advocacy, focusing on gaining a complete view of customer data, excelling at interactions, providing connected personalized journeys, and instituting cultural change around customer obsession. Finally, it discusses Oracle's customer experience solutions and platforms that can help implement this advocacy approach.
Welcome to the world of conversational sales & marketing - Onva is a world leading word-of-mouth sales and marketing consultancy. Our advantage helps our clients sell more for less
Valverde & Stiles Process and DeliverablesMike Stiles
Valverde & Stiles provide content strategy and video production services. Their approach focuses on telling clear brand stories through video and other agile, modular content that can be reused across channels. They emphasize understanding the audience and goals through discovery, then developing a content guide and production plan to effectively convey the brand's message as a story. Their process focuses on continual iteration and optimization of content assets for maximum impact and performance.
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
We asked 15 of our great Call Center Week speakers: What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Their answers touch on employee engagement, customer service, new technologies, sales tactics and what the call center of the future will look like.
Byan is a young research and consulting firm founded in 2013 in Cairo, Egypt. It specializes in offering research and advisory services across several sectors including FMCG, ICT & Media, Finance & banking, and Healthcare. Byan's services include business strategy, commercial/marketing management, operations management, and business improvement consulting. It provides strategic and operational consultancy to help clients improve performance and identify new opportunities. Byan takes a hands-on approach to consulting and aims to develop long-term partnerships with its clients.
FocusDental is an online platform that provides various services to dentists, dental students and suppliers. It aims to be a valuable resource for the dental community by connecting dentists to dental products, education opportunities, job listings and allowing suppliers to advertise their products. The website currently has over 1,000 members and plans to expand its services and grow its member base over the next few years through online marketing and advertising campaigns. Revenue will be generated through advertising on the site from suppliers, educational institutions and other dental businesses as well as enrollment fees from members.
Cristobal Munoz has experience in financial services, startups, and airlines industries focusing on customer experience, business transformation, development, and innovation. He co-founded E-nterview, a virtual interview platform selected for StartUp Chile, and was customer experience manager at Banco de Chile where he improved customer satisfaction. Cristobal also co-founded Keep It, a charity donations platform using automatic rounding of purchases, and has experience conceptualizing new revenue streams such as an experiential Royal Mail brand home.
PeopleStrong is an Indian HR solutions and technology company that has won awards for HR outsourcing. It has over 175 customers and 500,000 users across the globe. The presentation provides an overview of PeopleStrong's offerings and services, which include recruitment process outsourcing, payroll services, talent assessments, and an HR mobile app and chatbot. It also outlines PeopleStrong's growth, leadership team, delivery centers, and clientele.
Altum provides customized staffing and recruitment solutions through a tripartite approach to help clients hire, train and deploy workforces efficiently. It offers general and specialized staffing, recruitment, payroll management, and consulting and training services. Altum aims to achieve excellence through tailor-made solutions that create transparency and client satisfaction. It has expertise in permanent and temporary recruitment across various industries in India.
This document provides lessons for law firms on improving customer experience based on a customer experience program run by LawNet. The key points are:
1) LawNet's program found that the top areas for law firms to improve are appearances, communication, follow up, and telephone skills. Focusing on these areas can boost client loyalty and advocacy.
2) Appearances matter, including things like clean windows, organized waiting areas, and clear signage. Clients also want easy access and a welcoming experience.
3) Communication is essential, such as providing regular updates and being transparent about costs and delays. Clients want timely responses to queries.
Kale Services is a recruitment and staffing firm that provides services including permanent recruitment, executive search, technical recruitment, and staffing. It aims to be the best service provider in the industry through a systematic, innovative, and collaborative approach. The company has a vision of customer satisfaction and a mission to provide quality services. It works with clients in industries like IT, engineering, healthcare, manufacturing, and FMCG.
Krunal Shah has over 8 years of experience in data analysis and business analytics. He currently works as a Team Leader for a financial products comparison portal, where he manages a team of 20 analysts and oversees data for over 8,000 banking products. His responsibilities include data management, product research, and reporting. Previously he has worked for Vodafone and Lion Marketing Group in roles involving customer service, operations management, and event coordination. He has a Master's degree in Commerce and is proficient in statistical software packages like SPSS and R.
BPS Business Solutions Pvt. Ltd. is an ISO 9001:2008 certified SAP consulting company located in Hyderabad, India that provides SAP implementation and support services. It was founded in 2005 as a sister company to SBP Consulting Inc. in the US. BPS specializes in SAP modules for finance, procurement, sales, manufacturing, and business intelligence. It aims to be a valued technology partner for its clients through innovative solutions and exceeding expectations.
This document discusses planning for customer experience and satisfaction. It defines customer experience and satisfaction, outlines where customer experiences occur, and explains why customer experience is important. It also discusses how contact centers can impact customer experience through factors like speed of access, quality of interactions, and supporting the overall experience designed by the company. The document provides a process for designing a customer roadmap that involves understanding the current experience, identifying gaps, and implementing and measuring improvements.
This document provides an overview of PAR Springer-Miller Systems (PSMS) for new SpaSoft distributors. PSMS is a global company with over 250 employees that develops hospitality software, including SpaSoft, SMS|Host, SMS|Touch, and ATRIO. The document outlines PSMS's values of integrity, intelligence, and intensity, as well as key company facts. It also introduces the executive team and identifies primary contacts to assist with contracts, support, and accounting.
Business Consulting Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Business Consulting Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/39WHbXn
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
This document describes a method for improving customer service and climbing the customer service curve through customer experience workshops. It discusses that (1) customer satisfaction does not directly correlate with loyalty and that only 15% of companies delight customers, (2) mapping all customer touchpoints called "moments of truth" is important for understanding the customer experience, and (3) workshops involving frontline employees can identify opportunities to improve specific moments of truth.
The document discusses the importance of web design and development for businesses looking to raise their online presence. It outlines the services provided by Web Point, including professional and experienced web designers, developers skilled in tools like Dreamweaver, Photoshop, and languages like HTML, CSS, and JavaScript. Web Point ensures timely delivery of projects and affordable prices for clients of all business sizes. The document also discusses other digital marketing services like search engine optimization, social media management, email marketing, bulk SMS, and voice services.
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document summarizes an organization's presentation on understanding brands, conducting customer surveys, and using an online survey tool called Survey Swift. Some key points:
1. Organizations must understand how their performance is perceived in order to promote their brand effectively through engaging with customers and staff.
2. Survey Swift allows organizations to create online surveys, view results in real-time, and gain insights into customer and staff perceptions to improve products, services, and brand.
3. Conducting surveys provides a way for organizations to continuously monitor their brand strength and customer experience from the perspectives of customers and employees.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
Welcome to the world of conversational sales & marketing - Onva is a world leading word-of-mouth sales and marketing consultancy. Our advantage helps our clients sell more for less
Valverde & Stiles Process and DeliverablesMike Stiles
Valverde & Stiles provide content strategy and video production services. Their approach focuses on telling clear brand stories through video and other agile, modular content that can be reused across channels. They emphasize understanding the audience and goals through discovery, then developing a content guide and production plan to effectively convey the brand's message as a story. Their process focuses on continual iteration and optimization of content assets for maximum impact and performance.
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
We asked 15 of our great Call Center Week speakers: What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Their answers touch on employee engagement, customer service, new technologies, sales tactics and what the call center of the future will look like.
Byan is a young research and consulting firm founded in 2013 in Cairo, Egypt. It specializes in offering research and advisory services across several sectors including FMCG, ICT & Media, Finance & banking, and Healthcare. Byan's services include business strategy, commercial/marketing management, operations management, and business improvement consulting. It provides strategic and operational consultancy to help clients improve performance and identify new opportunities. Byan takes a hands-on approach to consulting and aims to develop long-term partnerships with its clients.
FocusDental is an online platform that provides various services to dentists, dental students and suppliers. It aims to be a valuable resource for the dental community by connecting dentists to dental products, education opportunities, job listings and allowing suppliers to advertise their products. The website currently has over 1,000 members and plans to expand its services and grow its member base over the next few years through online marketing and advertising campaigns. Revenue will be generated through advertising on the site from suppliers, educational institutions and other dental businesses as well as enrollment fees from members.
Cristobal Munoz has experience in financial services, startups, and airlines industries focusing on customer experience, business transformation, development, and innovation. He co-founded E-nterview, a virtual interview platform selected for StartUp Chile, and was customer experience manager at Banco de Chile where he improved customer satisfaction. Cristobal also co-founded Keep It, a charity donations platform using automatic rounding of purchases, and has experience conceptualizing new revenue streams such as an experiential Royal Mail brand home.
PeopleStrong is an Indian HR solutions and technology company that has won awards for HR outsourcing. It has over 175 customers and 500,000 users across the globe. The presentation provides an overview of PeopleStrong's offerings and services, which include recruitment process outsourcing, payroll services, talent assessments, and an HR mobile app and chatbot. It also outlines PeopleStrong's growth, leadership team, delivery centers, and clientele.
Altum provides customized staffing and recruitment solutions through a tripartite approach to help clients hire, train and deploy workforces efficiently. It offers general and specialized staffing, recruitment, payroll management, and consulting and training services. Altum aims to achieve excellence through tailor-made solutions that create transparency and client satisfaction. It has expertise in permanent and temporary recruitment across various industries in India.
This document provides lessons for law firms on improving customer experience based on a customer experience program run by LawNet. The key points are:
1) LawNet's program found that the top areas for law firms to improve are appearances, communication, follow up, and telephone skills. Focusing on these areas can boost client loyalty and advocacy.
2) Appearances matter, including things like clean windows, organized waiting areas, and clear signage. Clients also want easy access and a welcoming experience.
3) Communication is essential, such as providing regular updates and being transparent about costs and delays. Clients want timely responses to queries.
Kale Services is a recruitment and staffing firm that provides services including permanent recruitment, executive search, technical recruitment, and staffing. It aims to be the best service provider in the industry through a systematic, innovative, and collaborative approach. The company has a vision of customer satisfaction and a mission to provide quality services. It works with clients in industries like IT, engineering, healthcare, manufacturing, and FMCG.
Krunal Shah has over 8 years of experience in data analysis and business analytics. He currently works as a Team Leader for a financial products comparison portal, where he manages a team of 20 analysts and oversees data for over 8,000 banking products. His responsibilities include data management, product research, and reporting. Previously he has worked for Vodafone and Lion Marketing Group in roles involving customer service, operations management, and event coordination. He has a Master's degree in Commerce and is proficient in statistical software packages like SPSS and R.
BPS Business Solutions Pvt. Ltd. is an ISO 9001:2008 certified SAP consulting company located in Hyderabad, India that provides SAP implementation and support services. It was founded in 2005 as a sister company to SBP Consulting Inc. in the US. BPS specializes in SAP modules for finance, procurement, sales, manufacturing, and business intelligence. It aims to be a valued technology partner for its clients through innovative solutions and exceeding expectations.
This document discusses planning for customer experience and satisfaction. It defines customer experience and satisfaction, outlines where customer experiences occur, and explains why customer experience is important. It also discusses how contact centers can impact customer experience through factors like speed of access, quality of interactions, and supporting the overall experience designed by the company. The document provides a process for designing a customer roadmap that involves understanding the current experience, identifying gaps, and implementing and measuring improvements.
This document provides an overview of PAR Springer-Miller Systems (PSMS) for new SpaSoft distributors. PSMS is a global company with over 250 employees that develops hospitality software, including SpaSoft, SMS|Host, SMS|Touch, and ATRIO. The document outlines PSMS's values of integrity, intelligence, and intensity, as well as key company facts. It also introduces the executive team and identifies primary contacts to assist with contracts, support, and accounting.
Business Consulting Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Business Consulting Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/39WHbXn
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
This document describes a method for improving customer service and climbing the customer service curve through customer experience workshops. It discusses that (1) customer satisfaction does not directly correlate with loyalty and that only 15% of companies delight customers, (2) mapping all customer touchpoints called "moments of truth" is important for understanding the customer experience, and (3) workshops involving frontline employees can identify opportunities to improve specific moments of truth.
The document discusses the importance of web design and development for businesses looking to raise their online presence. It outlines the services provided by Web Point, including professional and experienced web designers, developers skilled in tools like Dreamweaver, Photoshop, and languages like HTML, CSS, and JavaScript. Web Point ensures timely delivery of projects and affordable prices for clients of all business sizes. The document also discusses other digital marketing services like search engine optimization, social media management, email marketing, bulk SMS, and voice services.
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document summarizes an organization's presentation on understanding brands, conducting customer surveys, and using an online survey tool called Survey Swift. Some key points:
1. Organizations must understand how their performance is perceived in order to promote their brand effectively through engaging with customers and staff.
2. Survey Swift allows organizations to create online surveys, view results in real-time, and gain insights into customer and staff perceptions to improve products, services, and brand.
3. Conducting surveys provides a way for organizations to continuously monitor their brand strength and customer experience from the perspectives of customers and employees.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
7 pragmatic initiatives to improve your CX in 2017Stefan Kolle
The document discusses 7 pragmatic initiatives that a company can take to improve their customer experience program and take it to the next level. The initiatives include conducting a program health check, updating the business case for CX, fine-tuning the voice of customer program, closing the loop on unhappy customers, transforming company culture, turning passive clients into advocates, and learning how to activate promoter personas. The document provides details on each initiative and how the consulting firm FutureLab can help with implementation.
7 pragmatic initiatives to improve your CX in 2017 Futurelab
This document discusses 7 pragmatic initiatives that Futurelab, a CX consultancy, recommends companies take to improve their customer experience programs in 2017. The initiatives include conducting a CX program health check, updating the business case for CX, fine-tuning the voice of the customer program, closing the loop on unhappy customers, transforming company culture around CX, creating customer advocacy moments, and discovering customer promoter personas. The document provides details on the objectives and processes for each initiative. It notes that the initiatives can be implemented within a few months at a reasonable budget and will have an immediate impact through results that can be turned into action.
Epinion is a market research agency that delivers digital solutions to address clients' business issues. It has developed a strong framework and product portfolio relying on digital capabilities to create long-lasting impact and satisfy clients' needs for speed and flexibility. Epinion works with clients using data collection, reporting, and consultation to provide actionable recommendations and ensure data translates to impact. It has experience working with various industries in Vietnam and internationally.
Employee & Customer-Based Business Transformations Qualtrics
How can companies link Customer and Employee insights and turn data into sustainable Change Plans that raise NPS? It isn’t enough to show leaders data insights and give them a list of ‘things to do’. In this session, we show you how to take leaders through a highly interactive and developmental process that addresses the Why, What and How of Change, building new mindset, capabilities and behaviors – that drive lasting business impact.
How real-time customer feedback can leverage profit for your businessChristine Ellis
This document discusses customer feedback and engagement. It provides information on:
1. The importance of understanding customers and resolving issues quickly to improve customer satisfaction and loyalty.
2. How customer feedback can be leveraged to improve satisfaction, loyalty, and increase revenue and shareholder value.
3. An engagement platform called ViewPoint that allows companies to capture customer feedback across channels and gain insights to improve performance.
The document describes a sales excellence diagnostic tool that assesses various aspects of a company's sales organization. It uses surveys of customers, sales managers, and salespeople to evaluate 10 core elements like customer strategy, sales processes, and interactions. The diagnostic is based on over 700 best practices identified through research. It provides a report on areas for improvement, which can be used to prioritize actions. Completing the diagnostic takes 48 hours, and companies choose between a data-only report or an in-depth health check analysis.
Agency specialized in Customer Experience measurement & management. This document summaries our research capabilities: how we work and what makes us different. Look beyond your current research.
Qualitative Research is the foundational first step for ANY business that needs to know who their customer is and how it isn't. InterQ delivers transformative customer insights through focus groups, in-depth interviews, customer journey mapping and more..
Write Research is a global talent research and advisory firm that helps organizations transform their talent acquisition strategies. They use proprietary research methods to identify and engage passive candidates, provide market intelligence and insights, and build talent pipelines. Their services include talent searches, talent pipelining, and talent insights. Clients range from FTSE 100/250 and Fortune 500 companies. They aim to help clients make better long-term people decisions through cost-effective and strategic resourcing solutions.
James Loomstein, of Digital Space Consulting, gave a presentation on finding the right digital agency. He discussed how the advertising model is changing with more specialization and niche offerings. Agencies now focus on specific capabilities like SEO, social media, or mobile rather than being full-service. Loomstein advised that collaboration between agencies is important for success and that clients should look for agencies with expertise in their industry, strong creative skills, and a focus on measurable results.
Secrets of powerful B2B communications| Ed Field - Maverick MarketingEnterprise Ireland
This document discusses powerful B2B communications and marketing strategies. It recommends developing clear positioning, value propositions, and visual styles. Content should be comprehensive, engaging and move people to action. A three-phase approach is outlined: 1) Define position and plans, 2) Create clear content, 3) Bring plans to life consistently across all touchpoints. Content marketing and search marketing are highlighted as two successful tactics. Implementing the strategies requires leadership, investment, talent, trust, principles, work and time for long-term success and growth.
Whether you are starting or an experienced practitioner, here are 7 CX initiatives that don't take too long to prepare and will bring ROI results - from quick wins to big wins. If you have some time this summer, have a look.
ROLE OF HR DEPARTMENT IN A Growing Radha (1).docOmkarVikal
The document discusses the role of HR in a growing organization called Cogent e Services Pvt. Ltd. It provides an overview of the company's history and services. Cogent offers various outsourced services including inbound and outbound call centers, social media response management, and customer service support. The benefits to clients include focusing on core business while leveraging Cogent's expertise and scalable services to generate leads, follow up on campaigns, and respond to customers.
This document provides guidance on using Lean Data, which is an approach to impact measurement developed by Acumen that emphasizes efficient data collection to create value for companies and customers. It discusses choosing questions and methodology, available technologies for data collection like SMS, phone calls and in-person interviews, example question sets, and taking action based on the data collected. The overall goal is to help organizations use customer feedback to build more impactful businesses through improvements and better targeting of customers.
Topic: Embedding Client insight to drive transformation in your firm
- How to get the most from your client voice programme: the passport to empower marketing
- Turning client insight into actionable plans, that stick – and drive consistency in service across international markets
- Engaging leaders, teams and the wider business: how do you get the C-suite to listen?
- Pitfalls, mistakes and learning: 5 lessons from inside leading financial services business
Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
Unlock the secrets to enhancing your digital presence with our masterclass on mastering online visibility. Learn actionable strategies to boost your brand, optimize your social media, and leverage SEO. Transform your online footprint into a powerful tool for growth and engagement.
Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
2. Strategies for optimizing social media profiles and content to maximize reach and engagement.
3. Insights into leveraging SEO best practices to improve search engine rankings and drive organic traffic.
Embark on style journeys Indian clothing store denver guide.pptxOmnama Fashions
Finding the perfect "Indian Clothing Store Denver" is essential for those seeking vibrant, authentic, and culturally rich attire in the heart of Colorado. Denver, a city known for its diverse culture and eclectic fashion scene, offers a variety of options for those in search of traditional and contemporary Indian clothing. Whether you're preparing for a wedding, festival, or cultural event, or simply wish to incorporate the elegance and beauty of Indian fashion into your wardrobe, discovering the right store can make all the difference.
Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...Amsive
Lily Ray, Vice President of SEO Strategy & Research at Amsive, explores optimizing strategies for sustainable growth and explores the impact of AI on the SEO landscape.
Can you kickstart content marketing when you have a small team or even a team of one? Why yes, you can! Dennis Shiao, founder of marketing agency Attention Retention will detail how to draw insights from subject matter experts (SMEs) and turn them into articles, bylines, blog posts, social media posts and more. He’ll also share tips on content licensing and how to establish a webinar program. Attend this session to learn how to make an impact with content marketing even when you have a small team and limited resources.
Key Takeaways:
- You don't need a large team to start a content marketing program
- A webinar program yields a "one-to-many" approach to content creation
- Use partnerships and licensing to create new content assets
Mastering Local SEO for Service Businesses in the AI Era"" is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
We’ve entered a new era in digital. Search and AI are colliding, in more ways than one. And they all have major implications for marketers.
• SEOs now use AI to optimize content.
• Google now uses AI to generate answers.
• Users are skipping search completely. They can now use AI to get answers. So AI has changed everything …or maybe not. Our audience hasn’t changed. Their information needs haven’t changed. Their perception of quality hasn’t changed. In reality, the most important things haven’t changed at all. In this session, you’ll learn the impact of AI. And you’ll learn ways that AI can make us better at the classic challenges: getting discovered, connecting through content and staying top of mind with the people who matter most. We’ll use timely tools to rebuild timeless foundations. We’ll do better basics, but with the most advanced techniques. Andy will share a set of frameworks, prompts and techniques for better digital basics, using the latest tools of today. And in the end, Andy will consider - in a brief glimpse - what might be the biggest change of all, and how to expand your footprint in the new digital landscape.
Key Takeaways:
How to use AI to optimize your content
How to find topics that algorithms love
How to get AI to mention your content and your brand
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Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
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Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
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5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
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4. Creation of Social Branding
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With Regards
Gokila digital marketer
Coimbatore
In this humorous and data-heavy Master Class, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
• Clear and compelling evidence that most legacy SEO metrics and tactics have slim to no impact on SEO outcomes
• A major mindset shift that eliminates most of the metrics and tactics associated with SEO in favor of a single metric that defines and drives organic ranking success
• Practical, step-by-step methodology for choosing SEO pillar topics and publishing content quickly that ranks fast
The Strategic Impact of Storytelling in the Age of AI
In the grand tapestry of marketing, where algorithms analyze data and artificial intelligence predicts trends, one essential thread remains constant — the timeless art of storytelling. As we stand on the precipice of a new era driven by AI, join me in unraveling the narrative alchemy that transforms brands from mere entities into captivating tales that resonate across the digital landscape. In this exploration, we will discover how, in the face of advancing technology, the human touch of a well-crafted story becomes not just a marketing tool but the very essence that breathes life into brands and forges lasting connections with our audience.
From Hope to Despair The Top 10 Reasons Businesses Ditch SEO Tactics.pptxBoston SEO Services
From Hope to Despair: The Top 10 Reasons Businesses Ditch SEO Tactics
Are you tired of seeing your business's online visibility plummet from hope to despair? When it comes to SEO tactics, many businesses find themselves grappling with challenges that lead them to abandon their strategies altogether. In a digital landscape that's constantly evolving, staying on top of SEO best practices is crucial to maintaining a competitive edge.
In this blog, we delve deep into the top 10 reasons why businesses ditch SEO tactics, uncovering the pain points that may resonate with you:
1. Algorithm Changes: The ever-changing algorithms can leave businesses feeling like they're chasing a moving target. Search engines like Google frequently update their algorithms to improve user experience and provide more relevant search results. However, these updates can significantly impact your website's visibility and ranking if you're not prepared.
2. Lack of Results: Investing time and resources without seeing tangible results can be disheartening. The absence of immediate results often leads businesses to lose faith in their SEO strategies. It's important to remember that SEO is a long-term game that requires patience and consistent effort.
3. Technical Challenges: From site speed issues to complex metadata implementation, technical hurdles can be daunting. Overcoming these challenges is crucial for SEO success, as technical issues can hinder your website's performance and user experience.
4. Keyword Competition: Fierce competition for top keywords can make it hard to rank effectively. Businesses often struggle to find the right balance between targeting high-traffic keywords and finding less competitive, niche keywords that can still drive significant traffic.
5. Lack of Understanding of SEO Basics: Many businesses dive into the complex world of SEO without fully grasping the fundamental principles. This lack of understanding can lead to several issues:
Keyword Awareness: Failing to recognize the importance of keyword research and targeting the right keywords in content.
On-Page Optimization: Ignorance regarding crucial on-page elements such as meta tags, headers, and content structure.
Technical SEO Best Practices: Overlooking essential aspects like site speed, mobile responsiveness, and crawlability.
Backlinks: Not understanding the value of high-quality backlinks from reputable sources.
Analytics: Failing to track and analyze data prevents businesses from optimizing their SEO efforts effectively.
6. Unrealistic Expectations and Timeframe: Entrepreneurs often fall prey to the allure of quick fixes and overnight success. Unrealistic expectations can overshadow the reality of the time and effort needed to see tangible results in the highly competitive digital landscape. SEO is a long-term strategy, and setting realistic goals is crucial for success.
#SEO #DigitalMarketing #BusinessGrowth #OnlineVisibility #SEOChallenges #BostonSEO
Spotify: Revolutionizing the Music Streaming IndustryTMR Infra
Spotify's unique blend of technology, user-centric design, and industry influence has
cemented its position as a leader in music streaming. By continuously evolving and adapting,
Spotify remains a dominant force, shaping the future of music consumption. As it continues
to innovate and expand, Spotify is likely to maintain its position as the go.
Mastering Local SEO for Service Businesses in the AI Era"" is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Conferences like DigiMarCon provide ample opportunities to improve our own marketing programs by learning from others. But just because everyone is jumping on board with the latest idea/tool/metric doesn’t mean it works – or does it? This session will examine the value of today’s hottest digital marketing topics – including AI, paid ads, and social metrics – and the truth about what these shiny objects might be distracting you from.
Key Takeaways:
- How NOT to shoot your digital program in the foot by using flashy but ineffective resources
- The best ways to think about AI in connection with digital marketing
- How to cut through self-serving marketing advice and engage in channels that truly grow your business
2. About Ipsos
Controlled and managed by research professionals.
Founded in France in 1975, Ipsos has pursued a strategy of growing
faster than the markets and its main competitors.
In October 2011, Ipsos completed the acquisition of Synovate. The
combination forms the world’s third largest market research company.
With offices in 84 countries, Ipsos offers a complete line of custom,
syndicated, omnibus, panel and online research products and services.
Ipsos has been listed on the Paris Stock Exchange since 1999.
3. Ipsos
Loyalty
Ipsos
Marketing
Ipsos
Observer
Ipsos
Public
Affairs
Ipsos
Connect
Customer satisfaction and building up
long-term relationships with
consumers
Market potential,
innovations &
market trends
Public opinion trends
and social research
Method and sampling
specialists
to efficiently carry out a
wide variety
of studies
The specialists in
Media and Brand
Expression Research
Our philosophy centers around the premise that it is only through specialisation that we can provide our
clients with the depth of expertise that they require to address their pressing business issues.
THE IPSOS DIFFERENCE
Unique Multi-specialist positioning through six brands
4. #1 in most
emerging
markets
including
China
Local language
loyalty experts
in 40+ markets
Publicly
traded on
Paris
Exchange16,000+
employees
With over 1,000
full time
customer loyalty
experts
#1 Customer
Loyalty Research
and Consulting
Firm
MARKET LEADERS: #1 in customer experience,
satisfaction, and loyalty in the world.
4
Loyalty dedicated offices Ipsos offices Ipsos conducts
research
Ipsos not active
Specialist financial expertise …
… coupled with practice experts
in Marketing, Loyalty,
Advertising/Brand, and Corporate
5. A FULL SERVICE AGENCY IN NIGERIA
Conduct Telephone research
for Various Banking clients
with both mass, affluent and
corporate clients
Full IVR Capabilities
PEOPLE ARE OUR
GREATEST ASSET
80+ permanent staff including Research, Project
Managers, Data Processing
Field contingent of over 600 staff
SMS: Interactive &
Ping Pong Surveys
Online: Unlimited capacity
Nationwide field force
500 Smartphones and
Tablets- +15 000 interviews
monthly including 5000 retail
audit
500 PAPI interviews monthly
focus rooms fully equipped
with viewing facilities in Lagos and
agreements in place with various hotels
and conference centes
We can interview anywhere in the country
In-house Qualitative recruitment
Ethnographies
600 mystery shops
twice per
Annum
6. WHY WE ARE DIFFERENT
6
THOUGHT LEADERS
The author of more loyalty books and
journal articles and winner of more
prestigious scientific awards for our
loyalty research than all other
comparable firms combined
TECHNOLOGY LEADERS
The integrator providing cutting edge
technologies including enterprise
feedback management, applied
behavioral economics, and Social Local
Mobile Commerce
MARKET LEADERS
The #1 firm with 1,100+ fully
dedicated loyalty specialists in
80+ markets in every region of
the world
8. OUR PHILOSOPHY – WHAT MATTERS
8
RANK
MATTERS
more than the specific measure
or score level and relative
performance is mandatory for
true understanding
ACTION
MATTERS
and broad enterprise
involvement is the core of
customer centricity and
driving customer and
employee loyalty
LOYALTY
MATTERS
and is the source of long
term enterprise and
personal success
9. HOW THE WORLD WORKS
9
Competition
Employee
Customer
Value
Customer
BehaviorExperience
Attitude
ResultsAction
10. THE QUESTIONS WE HELP CLIENTS ANSWER
11
What are our customers
saying about us?
What is the ideal customer
experience?
How do we integrate
different sources of data for
complete understanding?
How are we performing
with customers overall?
How are we delivering each
experience?
How well are we complying
with our quality and
compliance standards?
How do we engage the
organisation to act?
How do we engage
employees?
How do we bring the voice
of the customer to the
heart of our enterprise?
CUSTOMER
UNDERSTANDING
PERFORMANCE
MANAGEMENT
ORGANISATIONAL
ALIGNMENT
11. WHAT CAN IPSOS LOYALTY OFFER YOU?
12
Ideal Customer Experience
Digital Voice
Big Data Analytics
Wallet Allocation Optimizer
Enterprise Feedback Management
Mystery Shopping
Employee Relationship Management
Loyalty Management Consulting
Reporting and Action Management
Proprietary, proven, leading edge tools
Customer Experience, Satisfaction and Loyalty Research and Consulting
PERFORMANCE
MANAGEMENT
ORGANISATIONAL
ALIGNMENT
CUSTOMER
UNDERSTANDING
12. OVERALL PHILOSOPHY!
Everything real time and full CRM integration!
Real time sample flow
Real time
reportingReal time data
back to CRM
… but all in accordance with readiness of individual touch points
13. What to survey?
How to invite?
How to survey?
Per tracker an online
reporting tool and e-mail
reports to all stakeholders
Branches
SMS, IVR,
E-mail
IVR
SMS
(Mobile) Online
New Products
E-mail, SMS
IVR
SMS
(Mobile) Online
Relationship
Managers
SMS, E-mail,
Invite Card
IVR
SMS
(Mobile) online
E-channels
E-mail,
Online slide-up
(Mobile) online
Contact Centre
IVR,
SMS
IVR
SMS
Website
Online slide-up,
E-mail
(Mobile) Online
Monthly evaluation
Quarterly:
• Dashboard
• Analysis
• Workshop
Monthly evaluation of study performance, interpretation of results and recommendations from Ipsos.
Quarterly management dashboard and on site workshop to discuss progress (scores, verbatims, benchmark, analysis) and set targets to achieve
best in class performance
IPSOS CAN ASSIST WITH MEASURING FEEDBACK FROM ALL
TOUCH POINTS
Financial services example
14. DATA CAPTURE AND REPORTING FOCUSED ON THE CUSTOMERS
NEED
mobile online SMS online IVR
17. Paste co-
brand logo
here
Building a great customer experience through your
employees
Five steps to your employees delivering customer excellence
An example of what we just did for a Nigerian Bank
Our Unique Innovative approach to understand
bottlenecks faced by customer facing employees
18. A different approach – thinking beyond whether your employees are
engaged
Traditionally, employee research has tended to focus on building employee engagement. This is
undoubtedly important: it’s been regularly demonstrated that more engaged employees deliver a
better customer experience.
We would argue, however, that looking at engagement is necessary, but not sufficient. To deliver a
great customer experience, customer-facing employees also need to:
• Fully appreciate what an excellent experience looks like – from the customer’s point of view
• Be clear about what behaviours and attitudes they should express to deliver that great
experience
• Have the skills, resources and information needed to express those behaviours and attitudes
• Be supported consistently by the rest of the organisation to deliver the service that customers
want
• Have regular feedback on whether what they are doing is working: does it give the customer
what they expect?
We can help you address this – and help get your frontline and back office more aligned in giving
a great experience to your customers.
19. Step 1: do your frontline employees really know what your customers want?
Source: Ipsos Loyalty, Brazil
Research for a large healthcare insurance provider
Callcentrestaff
evaluationofwhat’s
importanttothe
customer
10
9
8
7
6
5
4
3
2
1
0
Call Centre provides
quick, updated info
Quality of attention
from doctor
Coverage of health
conditionsQuality of medical
centre environment
Operational:
authorisation
and invoicing
1
0
9
8
7
6
5
4
3
2
1
0
Customer evaluation of importance
Call centre staff over-estimate how important
these features are to the customer…
… while
underestimating
the importance of
these features
Our research shows frontline employees often misunderstand what
customers want: they place too much priority on some aspects of service,
and too little priority on others.
You need to close this gap – or your work to build staff engagement will just
mean they do the wrong thing more enthusiastically.
So the first step is
checking whether
your frontline staff
really understand
what customers
actually want.
By comparing your
employee and
customer data, we
can assess what gaps
you need to fix – to
make sure your
frontline really focus
on what matter to
20. Step 2: do your frontline staff know how to deliver what customers want?
Touchpoint 1 Touchpoint 2 Touchpoint 3
A customer journey
CUSTOMER PERSPECTIVE:
Are you collecting VoC data in a way that lets you corroborate this?
EMPLOYEE PERSPECTIVE:
How do employees behave at each touchpoint? Are they effective at delivering touchpoints
that result in a great customer experience?
Once it’s clear what customers want you to deliver, it’s also important to assess whether frontline staff have the skills, attitudes,
resources and information to deliver this effectively.
We recommend touchpoint analysis to assess this. Touchpoint research often focuses on the customer’s experience – be we
recommend also looking at the employee side of the touchpoint: what’s getting in the way of them delivering a great customer
experience? Is it skills, is it resources, is it not having the right information? Understanding this can give a clear focus on where you
need to act.
21. Step 3: does the back office support the frontline?
What’s the “ideal”
and what is the gap
between actual and
ideal experience?
Do they understand
what the customer
expect s, are they
committed to delivering
this and are they
supported by the
company to deliver?
Do they understand
what support the
frontline needs and are
they committed to
delivering this?
It’s also key to know whether the organisation supports the frontline effectively. Two key questions:
• Are there clear, consistent lines of accountability on what frontline staff have to deliver – or do staff feel
pulled in different directions by multiple stakeholders?
• Is the back office aligned behind supporting the frontline – do they provide the right information, resources
and support for the frontline to deliver excellence to their customers?
We recommend research with frontline staff to explore their experiences on these points, and also up the
management chain to understand any blockages to managing and supporting the frontline.
22. Nuffield Ladder of Interventions a good framework for intervention types…
Step 4: how to influence frontline behaviour
Once the back office is aligned behind supporting and managing the frontline consistently, it’s important to understand how you can
best influence your frontline so they consistently give great touchpoint experiences. Key points are:
• There is no silver bullet: it will require a range of complementary interventions
• You will need a different pattern of interventions for directly managed and independent outlets
We can work with you to assess what else you can do to influence frontline behaviour: what other actions could you take, how can
you best combine those actions? Again, this can give you key pointers on actions you can take to better align your employees with
your customer expectations.
Table of interventions
23. Step 5: track the impact in real-time
Capture data:
real-time,
ongoing
Intervene to
improve
service
Assess
impact
Refine
the
intervention
Real-time, in-the-moment
Enterprise Feedback Management techniques
allow you to track the difference your making
Whatever action you take to align employee
behaviours with customer expectations, it’s critical
to test whether your interventions are working:
• Does your back office support your frontline
better?
• Do your frontline consistently deliver an
improved, customer-centric service?
• Does the customer report a better experience as
a result?
Capturing real-time, in-the-moment feedback can
help you answer these questions, potentially down
to the level of the individual transaction.
This allows you to determine what’s working well,
and what’s working less well – and highlights how
you can continue to work through your employees
to deliver an ever-improving customer experience.
THE CONTINUAL
IMPROVEMENT
CYCLE
24. Delivering real-time tracking
• Real time tracking can be used in a variety of ways. As noted above, it can be used to drive continuous improvement of
employee-customer interactions. Equally it can be used to provide regular in-house tracking of employee sentiment –
allowing you to understand how employees are reacting to live issues and changes within the company. It can be
particularly powerful when linked to your communications strategy: are the comms from your senior team to employees
creating the reaction you intended?
• There are various ways to conduct real-time tracking, depending on what you want to achieve. It can work, for example,
through regular high-level survey, either online or via an app. We’d suggest tracking no more than five key metrics linked
to the key priorities in your people strategy.
• Alternatively, particularly if you are looking to drive changes in employee behaviour to improve the customer experience,
you might want to adopt a more sophisticated Enterprise Feedback Management approach
• Whatever approach you adopt, the findings can be presented through high-level, quick turnaround dashboard reports – to
give you an immediate picture of whether employees are on board with where you are looking to take them.
1
2
3
1
2
31
2
3
1
2
3
Real-time rolling survey
– eg online, or pop-up or
via an app
Dashboard reporting give
rapid high-level feedback
25. YOU CAN LEARN MORE
26
Some of the many items you will find:
ipsosloyalty
.com
Holds a wealth of Ipsos Loyalty
thought leadership, practical advice,
and case studies – ALL FREE OF CHARGE!
The Loyalty Pipeline
(our bimonthly newsletter)
Articles Case Studies Webinars White Papers Books