PhillyForce 2015: Moving from Firefighting to Prevention with Voice of the Customer (VOC)
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Chad Meyer of Internet Creations on Moving from Firefighting to Prevention with Voice of the Customer and Salesforce.
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PhillyForce 2015: Moving from Firefighting to Prevention with Voice of the Customer (VOC)
- 1. Chad Meyer @chadmeyer_ic Follow on Twitter: @icsfdc
- 2. About Internet Creations • Supportforce (Service Cloud) since 2004 • Salesforce Consulting & AppExchange Apps #1 Rated App for Agent Productivity & 4 of the top 10 rated apps for Customer Service Member of Cloud Collective: AppExchange Category Leaders
- 3. “Moving from Firefighting to Prevention with Voice of the Customer (VOC)” By John A. Goodman Customer Experience 3.0 High-Profit Strategies in the Age of Techno Service
- 4. • What is Voice of the Customer (VOC)? • The Customer Experience (CX) Imperative • How Dyn, Inc leverages Salesforce for transactional surveying • How Internet Creations solicits criticism and improves with feedback Agenda
- 5. Voice of the Customer (VOC) What do your customers want and need? Aggregate & analyze data from multiple sources & touch-points Continuously improve products, services, and processes Collect feedback on experiences & expectations (unsolicited & solicited)
- 6. • 10-20X more profitable to deliver great service* • Every department has an interest in CX • Technology is key to VOC and CX * from “Customer Experience 3.0” - Available on Amazon The Customer Experience (CX) Imperative
- 7. Causes of Customer Dissatisfaction - Mismanaged expectations - Marketing miscommunication - Broken processes - Fails to follow policy - Attitude - Wrong expectations - Customer error From “Customer Experience 3.0” - Available on Amazon 60% - 80% of contacts are preventable
- 9. About Dyn • Internet Performance company • Customers include Twitter, Zappos, Netflix, and Box • Customer advisory board • Collects feedback with surveys
- 10. - Fred Reichheld, creator of the Net Promoter System℠ http://ic.force.com/whyideletedyoursurvey “Why I deleted your survey”
- 11. Simple Survey for Salesforce increases response rates Respond with 1 click from within email: Landing page after clicking email: 41% of emails were opened on mobile devices in 2013 CampaignMonitor.com 53% of emails were opened on mobile devices in 2014 Litmus.com
- 12. • Systematic process to continuously improve • Intervene early • Celebrate success and recognize accomplishments
- 13. Take action.
- 14. Don’t wait until it’s too late!
- 15. Turn Rants into Raves! “…I went from a mindset where you would be getting a 1 or 2… now you will be getting a 10…within an hour, my case was with a senior support rep… How can that not be a 10? Bravo.”
- 16. A great customer experience starts with a great agent experience. “Voice of the Agent (VoA)” • Use Salesforce Ideas to unleash the visionary in everyone • Eliminate clicks & save time; continuously innovate! • Recognize success with Salesforce Work.com
- 18. Visibility throughout the office on TVs
- 19. Everybody has an interest in Voice of the Customer • Marketing: retention, word of mouth, and image • Sales: happy customers spend more • HR: fewer problems leads to happier front line and lower turnover • Finance: increased margin & cost reduction
- 20. 360-degree view of VOC data in Salesforce