The document discusses key performance indicators (KPIs) for customer experience teams. It provides examples of different business goals like providing world-class customer experience, empowering users, and rapid service. For each goal, it outlines representative companies and recommends specific metrics to track, including both "north star" and secondary metrics. It cautions against an overemphasis on metrics and emphasizes the importance of leadership and team buy-in. The document also addresses frequently asked questions about implementing the strategies.
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
An Integrated CX Approach – Empowering CX at Blue Shield of CaliforniaPrecisely
Findings from a 2019 CMO Council study of over 2,000 global consumers, found that when it comes to selecting a channel of choice, everyone agrees: Omnichannel IS the Critical Channel of Choice.
So how are brands meeting this expectation? Are marketers, customer experience and service professionals truly delivering on omnichannel experiences? Are the tools we are using actually reaching our customers where and when THEY prefer.
Join us as Blue Shield of California’s’ Elizabeth Scarborough, Employer Marketing's Lori Mazurek, and Precisely's Lisa Sutrick and Sarah Warren talk to us about the customer experience challenges they faced… and how by using personalized videos and chatbot technologies they are able to not only enhance their customer’s experience, but truly change the dynamic of the relationship they share with their customers whilst achieving crucial KPI’s.
In addition we will explore the key channel preferences that customers want - web, mobile, print, email, SMS, chat and video, to ensure that as a customer-obsessed organization YOU can embrace new market opportunities and exceed expectations.
Key takeaways:
- Increase customer satisfaction and service
- Anticipate customer needs
- Acquire, grow and retain customers
- Improve your bottom line
Let us help you add impact where it counts.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Citizen Experience Design Masterclass
Overview
Quality of life correlates to the quality of government services and policies. Citizen Experience explores how to improve public sector using the power of design and innovation
Public sector leaders will learn to apply various design practices to introduce better policies, services, and strategies to transform into innovative governments
Topics covered:
* Introduction about Citizen Experience trends and drivers
* The Landscape of Public Sector Innovation and Design practices
* Develop a framework to transform government agencies into citizen-centered organizations
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
An Integrated CX Approach – Empowering CX at Blue Shield of CaliforniaPrecisely
Findings from a 2019 CMO Council study of over 2,000 global consumers, found that when it comes to selecting a channel of choice, everyone agrees: Omnichannel IS the Critical Channel of Choice.
So how are brands meeting this expectation? Are marketers, customer experience and service professionals truly delivering on omnichannel experiences? Are the tools we are using actually reaching our customers where and when THEY prefer.
Join us as Blue Shield of California’s’ Elizabeth Scarborough, Employer Marketing's Lori Mazurek, and Precisely's Lisa Sutrick and Sarah Warren talk to us about the customer experience challenges they faced… and how by using personalized videos and chatbot technologies they are able to not only enhance their customer’s experience, but truly change the dynamic of the relationship they share with their customers whilst achieving crucial KPI’s.
In addition we will explore the key channel preferences that customers want - web, mobile, print, email, SMS, chat and video, to ensure that as a customer-obsessed organization YOU can embrace new market opportunities and exceed expectations.
Key takeaways:
- Increase customer satisfaction and service
- Anticipate customer needs
- Acquire, grow and retain customers
- Improve your bottom line
Let us help you add impact where it counts.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Citizen Experience Design Masterclass
Overview
Quality of life correlates to the quality of government services and policies. Citizen Experience explores how to improve public sector using the power of design and innovation
Public sector leaders will learn to apply various design practices to introduce better policies, services, and strategies to transform into innovative governments
Topics covered:
* Introduction about Citizen Experience trends and drivers
* The Landscape of Public Sector Innovation and Design practices
* Develop a framework to transform government agencies into citizen-centered organizations
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
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.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
What it takes to achieve customer experience excellence, including your expectations, capabilities, and all hands on-deck approach.
See https://ClearAction.com
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
VOC ensures that you have done your ground work before taking a plunge in to product development which cost time, money and resources. VOC program can be done for a variety of reason and at multiple points in product development process, but as product manager you should have objectives clearly defined, else the results could be disastrous.
Most early level VOC is done to validate the hypotheses and identify audience. What differentiate a great product manager from a good one is the capability to identify the customer need and articulate it in a clear problem statement. Early stage VOC helps you identify a customer segment and gauge their NEEDS to define a crisp problem statement.
In early stage of product Working directly with your target customers not only gives you information about their preferences an behaviors but also gives you insights in to your competition. This know-how will be more valuable than reading the manuals of your competitors product or run a quick benchmarking in a lab environment.
You can also run VOC program to segment the available marketing and identify different marketing strategies for each target segment. One of the crucial step in VOC at this stage is to identify the FEATURES and FACTORS that will make your product THE BEST alternative to your competition.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
PM Forum - How to close the loop on client feedbackBen Sutton
Feedback is a source of insight which enables a firm to differentiate its brand in ways that matter to clients. Marketing and BD teams have an essential role to play.
Aligning sales and marketing isn't just about scheduling more meetings. In this free webinar, marketing master Matt Heinz will discuss eight specific best practices to help your organization accelerate its path toward sales and marketing collaboration nirvana. You will learn how to:
Create a common dashboard of performance metrics
Drive collaboration across all levels of the sales and marketing organization
Handle compensation challenges and opportunities
Develop a regular rhythm of communication across both team and above to management
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
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.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
What it takes to achieve customer experience excellence, including your expectations, capabilities, and all hands on-deck approach.
See https://ClearAction.com
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
VOC ensures that you have done your ground work before taking a plunge in to product development which cost time, money and resources. VOC program can be done for a variety of reason and at multiple points in product development process, but as product manager you should have objectives clearly defined, else the results could be disastrous.
Most early level VOC is done to validate the hypotheses and identify audience. What differentiate a great product manager from a good one is the capability to identify the customer need and articulate it in a clear problem statement. Early stage VOC helps you identify a customer segment and gauge their NEEDS to define a crisp problem statement.
In early stage of product Working directly with your target customers not only gives you information about their preferences an behaviors but also gives you insights in to your competition. This know-how will be more valuable than reading the manuals of your competitors product or run a quick benchmarking in a lab environment.
You can also run VOC program to segment the available marketing and identify different marketing strategies for each target segment. One of the crucial step in VOC at this stage is to identify the FEATURES and FACTORS that will make your product THE BEST alternative to your competition.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
PM Forum - How to close the loop on client feedbackBen Sutton
Feedback is a source of insight which enables a firm to differentiate its brand in ways that matter to clients. Marketing and BD teams have an essential role to play.
Aligning sales and marketing isn't just about scheduling more meetings. In this free webinar, marketing master Matt Heinz will discuss eight specific best practices to help your organization accelerate its path toward sales and marketing collaboration nirvana. You will learn how to:
Create a common dashboard of performance metrics
Drive collaboration across all levels of the sales and marketing organization
Handle compensation challenges and opportunities
Develop a regular rhythm of communication across both team and above to management
See how a LeadLife customer successfully implemented a lead scoring and nurturing system within their organization that increased their qualified leads by 78% and decreased their buy cycle time from months to weeks.
By viewing this online presentation, you will also see how they :improved their overall conversation rates by 1.5-3x; increased the quality of leads going to Sales; expanded their transaction size and increased marketing ROI
If you would like to automate lead scoring and nurturing, improve quality of leads passed to sales, or gain visibility into your leads, this presentation is for you!
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
#FIRMday Manchester 9th March: Sofology 'Turning candidates into brand advoca...Emma Mirrington
Alyson Fadil, Sofology will be looking at Turning Candidates into Brand Advocates Treating your candidates as you would your customers is ever more important. How do you ensure they get an experience that reflects your brand?
Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
Creating Actionable Product Strategy by Turo Director of ProductProduct School
Main Takeaways:
- Measure what matters – Establishing the right metrics and KPIs early on can provide tremendous clarity. Driving towards the wrong goals can result in team misalignment, at best, and a failed product strategy, at worst.
- Distinguish the highest impact ideas from the good ideas
- Most companies have lots of good ideas. PMs must separate the great from the good, and craft product strategies that yield the highest impact outcomes for their customers and business.
Iterate, based on customer feedback & data – Great product strategies should evolve over time, with the ongoing incorporation of customer feedback, data, and stakeholder input. Strategies developed in a vacuum are unlikely to succeed, as are strategies that fail to evolve with the changing needs of customers.
The 5 Conversations You Need To Be Having With Your CustomersIncept
What do you do when good enough is not enough?
As a customer, you know the feeling. You’re a number, not a relationship anymore. You’re primarily a line item in a database. An average hold time.
Haven’t we lost the most important part of marketing? Creating exceptional relationships with our customers.
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
Similar to Leveling Up Customer Experience w/ KPIs (20)
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
2. ● From the US, moved to France with my husband
last Nov. currently freelancing.
● Launched a Health Education company in 2015
● Kettle & Fire - 2nd employee at a VC-backed
CPG/e-commerce company where I grew
support from 0 to 16 team members.
● Belong - A16Z property management startup,
hired on the exec team to lead support, success,
and resident field operations
Zeni Bandy
Customer Experience Leader
7. Tickets Solved: 63
CSAT: 91
Ticket Handling Time: 2.30
Team Member 1
Team CSAT: 96
Ticket Handling Time: 2.02
Tickets Solved: 87
Team member 1: Jean-Marc
● Skips the easy-win tickets, saving them for less
experienced team members
● Notifies cross-functional partners when
tickets come up that impact their missions
● Takes notes on script and process
improvements to share with the manager
Zeni Bandy | linkedin.com/in/zenibandy
8. Team Member 2
Tickets Solved: 26
CSAT: 82
Ticket Handling Time: 9.14
Team CSAT: 75
Ticket Handling Time: 13.81
Tickets Solved: 17
Team member 2: Gabrielle
● Loves competition and the feeling of being a
top performer
● Has personal scripts saved in a notepad to save
time
● Very persistent and follows processes
diligently
Zeni Bandy | linkedin.com/in/zenibandy
9. KPI’s are NOT
Everything Metrics are only ever part of the
story.
You must take time to understand
context and the relevance.
Metrics are one of the many tools
you need to build but alone won’t
take you far.
What v. Why
Zeni Bandy | linkedin.com/in/zenibandy
10. Focusing on
Beating
Metrics
Almost every
well-seasoned Support
Leader has a story or two
about the negative cultural
impacts of emphasizing
metrics w/ their team.
The Unintended
Consequences of
Don’t make this error!
Zeni Bandy | linkedin.com/in/zenibandy
11. Discussion Topics:
Appropriate KPIs for
different goals
Understanding the
connection between
CX and business
goals
Additional KPIs to key
an eye on
The meat & potatoes!
Zeni Bandy | linkedin.com/in/zenibandy
12. Customers switching
companies due to poor
service costs U.S.
companies a total of
$1.6 trillion.
(Accenture)
33% of Americans say
they’ll consider switching
companies after just a
single instance of poor
service.
(American Express)
Zeni Bandy | linkedin.com/in/zenibandy
13. Provide a World-Class CX
Empower Users
Rapid Service
These goals may be explicit or implicit. They may clash with the words spoken. It is essential to understand
the core goal that drives a business. As you will see, almost every company will fall into one of these buckets.
What are your business goals?
Cost Savings
Zeni Bandy | linkedin.com/in/zenibandy
14. Fast,
Good,
Or Cheap
Customer Goals:
Pick two! As the saying goes, you can’t have all
three. Assuming your company has PMF, most
of your customers, attracted by your value
prop, will be expecting two of these already
with a strong emphasis on their #1 Priority.
Zeni Bandy | linkedin.com/in/zenibandy
15. ● Providing a unique/exceptional experience
● Core value prop about having a better overall experience than with competitors
● Quality is a significant focus for the company and a major discussion topic
Examples:
World-Class CX
What it sounds like:
Disney World, Bellman, Emirates Airline, & Starbucks
Other signs this is a key value:
● Greater investments towards empathy & escalation training
● Easier to connect with humans → well-staffed teams
● More successful loyalty or referral programs
Zeni Bandy | linkedin.com/in/zenibandy
16. World-Class CX: Metrics
Customer Satisfaction Score (CSAT)
Retention Rate
Customer Lifetime Value (LTV)
First Response Time (FRT)
Referral Rate/Positive Reviews & Mentions
Upsell / Expansion Rate
While a lagging indicator, surveys can
immediately go out a few days later, providing
relevant feedback. Do change the language to
match cultural norms.
Specifically looking at customers who
engaged with Customer Care & Success (or
completed onboarding)
Specifically looking at customers who
engaged with Customer Care & Success (or
completed onboarding)
Fast response time is often ranked #1 when consumers
are asked what they care about most. Take the time to
define “fast.” Your customers may be just as happy with
a 24-hour response as a 2-hour response.
These are the type of companies that customers are
more likely to add to their identity. Better than asking
if they would refer you, do they do it?
If your customers are happy, they will buy more,
use more features, and champion the adoption of
your product/service across other business lines.
North Star Metrics Secondary Metrics
Customer Priorities: Good and Fast
Zeni Bandy | linkedin.com/in/zenibandy
17. ● A value prop is making it easy for people to do it on their own
● A focus on reducing complexity and being a simpler solution than competitors
● Conversations on making account management for users easier
Examples:
Empowering Users
What it sounds like:
Facebook for Businesses, Netflix, Doctolib, & Payfit
Other signs this is a key value:
● Greater investments in design and UI/UX
● On-Demand demos and free trials to get started
● Robust knowledge bases and community forums + difficulty connecting
with a live person
Zeni Bandy | linkedin.com/in/zenibandy
18. Empowering Users: Metrics
Customer Effort Score (CES)
Time to First Value (TTFV)
Retention Rate
Self-Service Rate
Tickets per New Customer
Average Resolution Time
Customer Care teams default to CSAT, but it
may mislead your actions. Customers came to
you because they wanted an easy solution.
Look for the highest churn spike and make
sure your average TTFV falls before. If that is
not possible, INVEST more in setting
expectations and finding easy wins.
Specifically looking at customers who used
self-service or engaged with the
community.
Focus on bringing this down over time and
watch it closely after launching new
products, features, and into new markets.
Look at Customer Care and Success. While
response time can be critical, time until the
problem is solved will be the most
meaningful.
North Star Metrics Secondary Metrics
Customer Priorities: Good (Easy) and Fast
Zeni Bandy | linkedin.com/in/zenibandy
19. ● Speediness is a constant discussion topic
● Transparency into service delivery is a value prop
● Time focused KPIs are prominent within the company
Examples:
Rapid Service
What it sounds like:
McDonalds, Amazon, & Uber/Uber Eats
Other signs this is a key value:
● Responsiveness is a highly valued attribute with internal communications
● Multiple roles or teams in the company focused on efficiency and
optimization
Zeni Bandy | linkedin.com/in/zenibandy
20. Rapid Service: Metrics
First Reply Time (FRT)
Time to First Value (TTFV)
Repeat Purchase Rate/Renewal
Ticket Handling Time (THT)
Net Promoter Score (NPS)
Complaint Rate / Negative Reviews
Speed is king with this goal. Customers are
expecting everything to be fast, so this is
where to invest.
These customers prioritize speed, so they
will not be happy if it takes too long to get
value from your product or service.
Companies that focus on being fast tend to
be higher transactional businesses.
Customers will show you with their money
if your service met speed expectations.
While this is a metric that indirectly impacts
customers, efforts put into making it easier
and faster for agents to complete a question
will impact all time metrics.
Over time, the delight in speed will be taken
for granted. It is crucial to understand how
customers perceive you long term.
We all know that errors are more common
when people are rushing. The benefit of fast
is canceled out if the order is wrong, so
invest in quality control.
North Star Metrics Secondary Metrics
Customer Priorities: Fast and Good/Cheap
Zeni Bandy | linkedin.com/in/zenibandy
21. ● Frequent discussions around optimizing and cutting costs
● Value prop on providing cheaper products or services than the competition
● A greater focus on serving budget-sensitive customers
Examples:
Cost-Savings
What it sounds like:
Ryan Air, Walmart, Eurolines, & Ouigo
Other signs this is a key value:
● Few employee perks and investments into their employee experience
● Frequent promotions & cost-saving comparison campaigns
● A reputation for charging for extras or higher prices on certain
products/services
Zeni Bandy | linkedin.com/in/zenibandy
22. Cost-Saving: Metrics
First Contact Resolution Rate
Churn rate
Repeat Purchase/Renewal Rate
% of Customers Who Contact Care
Escalation Percentage
Cost per Contact
Being fast is great, but it needs to come with
solving issues immediately. This benefits
both customers and the company.
Pay close attention to the reasons behind
churn. If the price is a common complaint,
you may have a significant issue with the
expected value.
People are more likely to have low expectations,
so lowers CSATs may not mean they will churn if
they are saving enough with you.
The fastest resolution time is no need for a
resolution. It also reduces staffing costs. Keep
working on driving this number down.
Cheaper products and tend to result in
more irate customers. Keep an eye on this
as it is a leading indicator of churn.
Your leadership team will care about this, so
focus energy on bringing this down over
time.
North Star Metrics Secondary Metrics
Customer Priorities: Cheap and Fast
Zeni Bandy | linkedin.com/in/zenibandy
23. But wait...
There is more. There is always more.
Non-Negotiable
Metrics
This is not a fully exhaustive list of every metric that I consider non-negotiable,
but they are metrics that you must plan for early and watch!
There are a few things that you must always know no matter what your
customers care about, to ensure you stay on track.
You must know what customers think and can track
changes over time.
A feedback survey (Quant & Qual)
If you do know what this is in your company, the chances of
missed expectations increase significantly.
Time to First Value
Actions speak louder than words. Nothing will more clearly
tell you if you are meeting or missing customer expectations.
Retention/Churn Rate
It is easy to be concerned about the overall “high” ticket
volume, but it is a change that is most important.
Ticket/Contact Volume
Zeni Bandy | linkedin.com/in/zenibandy
24. Quality Metrics
Timing Metrics
Efficiency Metrics
Volume Metrics
And down the rabbit hole we go...
Additional Metrics
Milestone
Completion
Rate
User
Activity
Average
Time Spent
on Page
Conversations
per Agent
Ticket Type
Customer
Type
Avg # of
Pages
viewed
Wait
Time
Escalation
Percentage
Time of
Contact
Survey
Response
Rate
Abort
Rate
Tickets per
New
Customer
Backlog
Resolution
Rate
Average #
of replies
SLA Breach
Rate
25. If your CX team isn’t aligned with your
vision, it is unlikely any KPIs you set
will impact the customer experience
in the usual way.
If leadership hasn’t bought into the
goals, you have set for your team. You
may set yourself up for failure in the
business.
Leadership &
Team
Buy-In
Nothing really matters but this.
Zeni Bandy | linkedin.com/in/zenibandy
26. Where to go from here
Reevaluate every quarter. Don’t expect all data to
maintain relevancy overtime. Take the time to assess
data quality and inputs.
Take the time to check in
with key stakeholders
about what is important
initially, checking in
throughout the process.
What data do you have
or can get easily? What
data should you have but
cannot get easily? What
data is overkill? Are
there black boxes or
holes?
Start tracking and
collecting important
data that you can get
quickly. Do not wait!
Create a formalized
reporting process
making sure to report on
percentage change.
Think about each
frequency (daily,
weekly, monthly) and
who needs this data.
Prioritize and plan
approach to tracking and
collecting essential but
hard to get data. Start
this process.
1. Align
2. Assess
4. Report
5. Prioritize
3. Start!
It’s Time to Take
Action
Rinse & Repeat
Zeni Bandy | linkedin.com/in/zenibandy
28. FAQ
● What do I do if my CEO is not aligned?
● As the company leader, what do I do if my customer experience team is not
aligned with my vision?
● If I shouldn’t use KPIs as the primary performance indicator for team
members, how do I evaluate performance?