5 Steps to changing your customer service culture

1. Talk to Walk:
Revolutionizing your Service
Culture
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6. 1. Clear Priorities
2. Service Purpose / Vision
3. Metrics that Matter
4. Reinforce Beliefs
5. Organized to Support
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7. Clear Priorities
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8. Service Purpose / Vision
“If you don’t know where you are going, you
are liable to end up someplace else”
- Yogi Berra
“Employees shouldn’t be expected to deliver
first-rate service if management can’t first
define it”
- Horst Schulze (retired President of the Ritz
Carlton Hotel Company
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9. Metrics that Matter
It’s not about You, it’s about THEM
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10. Metrics that Matter
Critical to Quality Tree
Customer Need Drivers Critical to Quality (CTQs) Potential Process Metrics
CUSTOMER NAME: Awareness of Community (C-Sat Survey)
End Customer - Primary Access to Peers & Experts # of 1st time visitors (Unique)
Partners & Prospects #/% of Returning visitors
Constant Contact Educational Informative Returning visitor frequency
Highly Engaging/Valuable Orig/Creating posts
Post comments
Has my small biz/org interests at heart Views
Lithium Health Index
Place where I can be heard, considered thought
leader, participant, member, receive recognition Accepted Solutions
VOC/Uservoice submissions
Idea Forum submissions/posts (once platform enabled)
Idea Forum Comments (once platform enabled)
Participant kudos
Saves time
A highly engaging and
Customer Satisfaction
valuable community
Place you want to be (Satisfaction) Cost Saving NPS
resource for our
Internal Community Satisfaction Survey
customers, partners and
Easy to Use
prospects
Resolves Support Issues minimizing human contact
(1 to many resolution Support Cost / Account
FTE Saved
Provides Scale for organization Helps coach Incidents Saved
Channel Mix
Repository of Content
Acquisition
ARPU
Achieves broader business metrics Customer Lifetime Value Retention
Profitability
Partner Assistance
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11. Metrics that Matter
Most Common Drivers
Friendly / Efficient / Product
Supportive High Value Knowledge
Compliant
Accurate
(shhhh)
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12. Reinforce Beliefs
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13. Reinforce Beliefs
Measure and incent on based on your
vision and customer needs
Recognize when beliefs are realized
Foster the expectation of living the
vision
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14. Organized to Support
Infrastructure
People Process Systems
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15. I got your back
Validation Failure Cost Metrics
C-Sat Cost of Rework
NPS
 Incident Surveys # of Complaints
 Cost / X Lost Customers
 Your key efficiency
metric # of Escalations
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