Voxeo Summit 2010: Voxeo's Unique Business Culture

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At Voxeo's Customer Summit 2010, Voxeo's President Anne Bowman and Chief Culture Officer Ryan Campbell outlined Voxeo's unique culture and how it helps build a world class service organization.

More info at:
http://www.voxeo.com/
http://www.voxeo.com/summit2010
http://blogs.voxeo.com/

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Voxeo Summit 2010: Voxeo's Unique Business Culture

  1. 1. Voxeoʼs Unique Business Culture Building a World Class Service Organization Anne Bowman, Voxeo President Ryan Campbell, Voxeo Chief Culture Officer
  2. 2. The Science   FOCUS on solving the right business problems   Listen to our customers   Identify the right positions & recruit the right talent to fill them   Create the environment for that talent to execute   Identify the right metrics and constantly monitor them to determine our progress © Voxeo Corporation
  3. 3. BHAG - Circa 2000 © Voxeo Corporation
  4. 4. BHAG - Today To be recognized as the place to develop and deploy communications applications. © Voxeo Corporation
  5. 5. 2010 Cultural Focus PROJECT SALES   New Sales Scientist Leader   Year of the Partner   Deep Customer Relationships   Solve Business Problems   Sales SLA © Voxeo Corporation
  6. 6. The Science   Focus on solving the right business problems   Listen to our customers   Identify the right positions & recruit the right talent to fill them   Create the environment for that talent to execute   Identify the right metrics and constantly monitor them to determine our progress © Voxeo Corporation
  7. 7. NetPromoter Defined   Measure of customer loyalty that fuels profitable growth   Leading indicator of CHURN   It is a result of world class service   We obsess over creating experiences that build trust and deepen loyalty with our partners. © Voxeo Corporation
  8. 8. Net Promoter Scoring “How likely is it that you would you recommend Voxeo to a friend or colleague?” Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Not at all Neutral Extremely likely likely % of PROMOTERS % of DETRACTORS NPS Voxeo Achieved 57% NPS in 2010 Source: “The Ultimate Question” by Fred Reichheld http://www.netpromoter.com/netpromoter_community/index.jspa © Voxeo Corporation
  9. 9. Where weʼre going © Voxeo Corporation
  10. 10. The Science   Acute focus on solving the right business problems   Listen to our customers   Identify the right positions & recruit the right talent to fill them   Create the environment for that talent to execute   Identify the right metrics and constantly monitor them to determine our progress © Voxeo Corporation
  11. 11. TopGrading Defined What is it?   A process for creating high performance teams   A system that increases the success rate for picking the right people How does it work?   Scorecards for all roles throughout the organization   Periodic Talent Reviews for all Voxeons   Consistently use a highly structured interviewing/ hiring process (CIDS)   Develop and maintain a Virtual Bench of future potential Voxeons © Voxeo Corporation
  12. 12. What does TopGrading do for Voxeo?   Maximize the number of top performers throughout Voxeo   Manage & maximize talent within teams   Retain our top talent   Identify & hire top candidates   Minimize hiring mistakes © Voxeo Corporation
  13. 13. StrengthsFinder Defined What is it?   A tool to build awareness of natural talents & insight into personality   Focuses on strengths, not weaknesses   Similar to Meyers Briggs or “personality tests” you may have taken on the web or Facebook How does it work?   Online test which takes about 30 minutes   Produces personalized detailed assessment © Voxeo Corporation
  14. 14. Benefits For Voxeons   Uncover blind spots for teams and create partnerships   Manage to Voxeons’ strengths   Ensure that Voxeons have the opportunity to do what they do best every day © Voxeo Corporation
  15. 15. The Science   Focus on solving the right business problems   Listen to our customers   Identify the right positions & recruit the right talent to fill them   Create the environment for that talent to execute   Identify the right metrics and constantly monitor them to determine our progress © Voxeo Corporation
  16. 16. Core Values Customer Obsession. We obsess over earning customers for life. Unlocked Communications. We unlock the neglected potential of communications. Passionate Problem Solving. We embrace innovative ways of thinking, communicating and working. Unconventional Community. We are a family that works hard, laughs often and embraces individuality. © Voxeo Corporation
  17. 17. Customer Obsession © Voxeo Corporation
  18. 18. Unlocked Communications © Voxeo Corporation
  19. 19. Passionate Problem Solving © Voxeo Corporation
  20. 20. Unconventional Community © Voxeo Corporation
  21. 21. UNCOVENTIONAL COMMUNITY
  22. 22. Culture Office Customer Account Product Voxeo U Experience Management Management Human PMO IT Resources © Voxeo Corporation
  23. 23. Voxeoʼs Path © Voxeo Corporation
  24. 24. Building Engaged Voxeons Florida’s Best Companies •  Top 20 in 2009 •  On again in 2010 Q12 •  Employee Engagement Peer Reviews •  Keep, Start, Stop Focus on Goals © Voxeo Corporation
  25. 25. Voxeo University   Orientation for every Voxeon •  Culture •  Product •  Core Values   Management training •  First Break All the Rules •  Five Dysfunctions of a Team •  Now Discover Your Strengths   Continuing Education for Voxeons   Partner Training © Voxeo Corporation
  26. 26. We do things differently   Everyone is in Customer Support   Set Goals That Others Wouldn’t Attempt   Weekly All Hands Meeting   Customer Obsession Award   Culture Crew © Voxeo Corporation
  27. 27. The Science   Focus on solving the right business problems   Listen to the customer   Identify the right positions and recruit the right talent to fill them   Create the environment for that talent to execute   Identify the right metrics and constantly monitor them to determine our progress © Voxeo Corporation
  28. 28. The Metrics that Matter © Voxeo Corporation

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