Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy

Size: px
Start display at page:

Download "Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy"

Transcription

1 Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www.

2 Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002! all we do! We work globally with offices in London and North America; with partners in Africa & Asia. Thought leadership is our differentiator We focus on the emotional side of customer experience Secrets of a Successful Global Customer Experience Program Palgrave MacMillan 2013 Evidence based consulting & training 2

3 Organizations we have worked with Beyond Philosophy All rights reserved 3

4 Increase in Net promoter Score: As a result of its customer experience efforts, NPS has improved from -10 to +30 Increases shipping volume. Maersk correlated a 4 point increase in Net Promoter Scores with a 1% increase in additional volume shipped by customers. Training improves Net Promoter Scores in local regions. Maersk gave regional divisions the option of putting regional customer experience councils in place. The 55 regions that have set up local councils also received a three-day training course in customer experience improvement methods. The firm then did a study comparing regions with and without a council. The result: participating local offices score 10 points higher on their NPS than those offices that opted out. 4

5 Customer Experience definition A Customer Experience is an interaction between an organization and a customer as perceived through a Customers conscious and subconscious mind. It is a blend of an organization s rational performance, the senses stimulated and emotions evoked and intuitively measured against customer expectations across all moments of contact. Beyond Philosophy All rights reserved 5

6 Rational and Conscious Emotional and Subconscious Beyond Philosophy All rights reserved 6

7 Beyond Philosophy All rights reserved

8 Beyond Philosophy All rights reserved.

9 Anticipating my needs? Beyond Philosophy All rights reserved.

10 ? Beyond Philosophy All rights reserved.

11 Beyond Philosophy All rights reserved 11

12 How an emotion is evoked Emotion is produced Human being are made up in a certain way Experience Psychology We see things and things are done to us: Conscious & subconscious We feel things Emotions We act: Can be seen as rational behaviour Experience Psychology Nature: The need to feel safe Maslow and Insurance Nurture: You should have insurance Beyond Philosophy All rights reserved Conscious: Recommends options for me to keep the cost of my health plan within my budget Subconscious: Listens to me and acknowledges my concerns Emotional Profile Customers do things Customers complain as they can t understand why they have brought one product but you treat as 5 separate products Recommend you to others Put phone down when waiting for you to answer 12

13 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 13

14 Key strategic questions 1. What is the Customer Experience you are trying to deliver? Beyond Philosophy All rights reserved 14

15 Maersk Line Customer Experience Statement - our goal for every customer experience Trust Be honest, set realistic expectations, follow-up on your commitments Cared For Know your customer, be proactive, be adaptable Pleased Take ownership, show enthusiasm, do a little bit extra 15

16 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? Beyond Philosophy All rights reserved 16

17 Beyond Philosophy All rights reserved 17

18 Beyond Philosophy All rights reserved 18

19 Credit card company example 1 Getting a Card 2 Using my Card 3 Servicing my Account 4 Extending my Relationship Having Financial Difficulty 5 6 Ending my Relationship Beyond Philosophy All rights reserved 19

20 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? Beyond Philosophy All rights reserved 20

21 How many F s? FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS... FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS... 6 Beyond Philosophy All rights reserved 21

22 Sometimes we don t know about the things that influence us, we just subconsciously perceive them 5:1 I am acting in a certain way, but not sure why.. Beyond Philosophy All rights reserved 22

23 Beyond Philosophy All rights reserved 23

24 Beyond Philosophy All rights reserved 24

25 Game of old or new How we make decisions. www.

26 Beyond Philosophy All rights reserved 26

27 Beyond Philosophy All rights reserved 27

28 Beyond Philosophy All rights reserved 28

29 Beyond Philosophy All rights reserved 29

30 What are the subconscious signals? Beyond Philosophy All rights reserved 30

31 We reference our memory to give this experience meaning 31

32 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? Beyond Philosophy All rights reserved 32

33 World's largest database on Customer emotions & value Emotional Signature Database Database started in 2005 B2B & B2C Over 30,000 data points Over 1,000 attributes/touch points Across many industries and countries Record of top attributes The largest database on Customer Emotions in world. Beyond Philosophy All rights reserved 33

34 What customers say they desire What drives business value Beyond Philosophy All rights reserved 34

35 Beyond Philosophy All rights reserved 35

36 Top Ten Priority Order of the Attributes (Combined desirability and current value) Premium Consumers Desired by Customer Effect on Value - 0 Relative Magnitude + Beyond Philosophy All rights reserved 36

37 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? Beyond Philosophy All rights reserved 37

38 Key Strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? Beyond Philosophy All rights reserved 38

39 Why do we design rational experiences when people are irrational? Beyond Philosophy All rights reserved 39

40 405

41 415

42 Beyond Philosophy All rights reserved.

43 Peak end rule 4 The peak end rule states we judge our past experiences on how we felt about our peak emotion (positive or negative) and the end emotion. Irrelevant of how long the experience lasted... Colonoscopy experiment Who suffered most pain A or B Experiencing self Remembering self What does this tell us? The remembering self does not remember time, just the peak end emotions. Reducing the pain before the end is good even if it extends the time Beyond Philosophy All rights reserved

44 Process or Experience? www.

45 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 45

46 Beyond Philosophy All rights reserved

47 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 47

48 Contact: BeyondPhilosophy.com Beyond Philosophy All rights reserved www. 48

Customer Experience: Future Trends & Insights

Customer Experience: Future Trends & Insights Customer Experience: Future Trends & Insights Colin Shaw Founder, Beyond Philosophy Tami Rehmert Consulting & Events 1 Customer Experience: Future Trends & Insights Where will the biggest opportunities

More information

Consumer Psychology: How to Influence Customer Decisions

Consumer Psychology: How to Influence Customer Decisions Consumer Psychology: How to Influence Customer Decisions Beyond Philosophy www. Colin Shaw CEO & Founder Beyond Philosophy Professor Ryan Hamilton Consumer Psychology Emory University 2 Beyond Philosophy

More information

Colin Shaw. Founder & CEO, Beyond Philosophy. beyondphilosophy.com. Beyond Philosophy 2001-2008

Colin Shaw. Founder & CEO, Beyond Philosophy. beyondphilosophy.com. Beyond Philosophy 2001-2008 The DNA of Customer Experience: How emotions drive value. Colin Shaw Founder & CEO, Beyond Philosophy Customer Experience definition A Customer Experience is an interaction between an organisation and

More information

How to Measure. Pipeline Articles www.contactcenterpipeline.com. Defining a customer experience metric: It s not one number, but an index.

How to Measure. Pipeline Articles www.contactcenterpipeline.com. Defining a customer experience metric: It s not one number, but an index. customer experience / dec 2012 How to Measure the Customer Experience Defining a customer experience metric: It s not one number, but an index. By Steven Walden, Beyond Philosophy Pipeline Articles www.contactcenterpipeline.com

More information

Linking Customer Experience Metrics to ROI: Attainability and Actionability for Any Company

Linking Customer Experience Metrics to ROI: Attainability and Actionability for Any Company Linking Customer Experience Metrics to ROI: Attainability and Actionability for Any Company Successfully Driving Customer- Centric Culture and Ini8a8ves Through Real- World Insights and Analy8cs Your hosts

More information

WOW Factor and Guest Experience!

WOW Factor and Guest Experience! WOW Factor and Guest Experience! 12 TH ANNUAL GREY-BRUCE REGIONAL TOURISM CONFERENCE OCTOBER 26, 2011 PRESENTED BY: THERESA SYER Congratulations on your interest in Creating the WOW Factor and enhancing

More information

Property and Casualty Insurance

Property and Casualty Insurance Property and Casualty Insurance Property and Casualty Insurance Lessons from the Best on Driving Customer Advocacy through Frontline Experiences Insights from the 2013 MECx Study by R contents Sector Trends

More information

Experience Psychology

Experience Psychology Experience Psychology Steven Walden, Senior Head of Research and Consulting Beyond Philosophy Customer Experience is all we do! Thought leadership is our differentiator Fourth book Now Available Offices

More information

The Human Side of Client Relations Management

The Human Side of Client Relations Management The Human Side of Client Relations Management How to build, deepen, extend and sustain strong client relationships This highly experiential programme focuses on what it takes to establish powerful business

More information

Improve Customer Experience in healthcare

Improve Customer Experience in healthcare Improve Customer Experience in healthcare Welcome Welcome to our report on healthcare customer experience. Much like R2D2, it s short and useful. In fact, this report is only 2,367 words and should take

More information

The Customer Journey Mapping Workbook how to make your business truly customer- centric

The Customer Journey Mapping Workbook how to make your business truly customer- centric The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The

More information

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises 01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people

More information

Customer Service and Communication. Bringing service to the next level

Customer Service and Communication. Bringing service to the next level Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park

More information

The People Skills of Management a three day programme for managers and leaders

The People Skills of Management a three day programme for managers and leaders The People Skills of Management a three day programme for managers and leaders What is this seminar about? This three-day programme provides you with a unique opportunity to accelerate the development

More information

What is Customer Experience Management?

What is Customer Experience Management? STRATEGIC ACCELERATION SERVICES What is Customer Experience Management? By Donnovan D. Simon This is an extract from the book Social Media Equals Social Customer (iuniverse, 2013). The chapter examines

More information

Customer Centricity in the Life and Pensions Industry

Customer Centricity in the Life and Pensions Industry WHITE PAPER Customer Centricity in the Life and Pensions Industry Moving towards a more customer focused approach Delivering Transformation. Together. CONTENTS Executive summary 03 Introduction 04 What

More information

How healthy is your business?

How healthy is your business? How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right

More information

Customer Experience Management Executive Summary

Customer Experience Management Executive Summary Customer Experience Management Executive Summary Global Customer Experience Management Survey 2013 Research Paper The Rise of the Digital Experience Beyond Philosophy Who is Beyond Philosophy? Beyond Philosophy

More information

Case Study / A global customer service academy that creates a comprehensive cultural shift

Case Study / A global customer service academy that creates a comprehensive cultural shift Case Study / Sales staff worldwide equipped with the mindset and behaviours to deliver consistently high standards of customer service A global customer service academy that creates a comprehensive cultural

More information

Dramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System

Dramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System Dramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy Rhonda Dishongh, Director of Customer

More information

Return to Work after Brain Injury

Return to Work after Brain Injury Return to Work after Brain Injury This section talks about return to work after head injury and what kind of difficulties people experience. It moves onto talking about what kind of help and support is

More information

Satir Transformational Systemic Therapy (in Brief)

Satir Transformational Systemic Therapy (in Brief) Satir Transformational Systemic Therapy (in Brief) What happens when a human being appears on the professional radar and, without directly challenging the prevailing system, provides new possibilities

More information

The Emotional Economy at Work

The Emotional Economy at Work The Emotional Economy at Work White Paper Series: Paper 400: Selecting & Working with Emotional Engagement Performance Metrics Jeremy Scrivens This paper is dedicated to my highly rational but emotionally

More information

Minimise Your Top 5 Operating Risks with CRM

Minimise Your Top 5 Operating Risks with CRM Minimise Your Top 5 Operating Risks with CRM You might have thought that the Customer Relationship Management (CRM) is simply a sales or marketing tool, but CRM can also help you deal with the broader

More information

4 TIPS to successfully schedule QUALIFIED SALES APPOINTMENTS

4 TIPS to successfully schedule QUALIFIED SALES APPOINTMENTS 4 TIPS to successfully schedule QUALIFIED SALES APPOINTMENTS WHITE PAPER Therese (Terry) McGee Executive Marketing Consultant McGEE MARKETING CONSULTANTS For this white paper, I interviewed Srikant Sharma,

More information

What to look for when recruiting a good project manager

What to look for when recruiting a good project manager What to look for when recruiting a good project manager Although it isn t possible to provide one single definition of what a good project manager is, certain traits, skills and attributes seem to be advantageous

More information

High School Psychology and its Impact on University Psychology Performance: Some Early Data

High School Psychology and its Impact on University Psychology Performance: Some Early Data High School Psychology and its Impact on University Psychology Performance: Some Early Data John Reece Discipline of Psychology School of Health Sciences Impetus for This Research Oh, can you study psychology

More information

Highlights from the Security Awareness Special Interest Group (SASIG) New Year 2014 event:

Highlights from the Security Awareness Special Interest Group (SASIG) New Year 2014 event: Highlights from the Security Awareness Special Interest Group () New Year 2014 event: Cyber security adopting a new approach to answer the Board s concerns Hosted by EY: 14th January 2014 The Security

More information

Ivo Wenzler: Simulations as learning from the future

Ivo Wenzler: Simulations as learning from the future SIMULATION GAMES ARE POWERFUL PLAYFUL INTERVENTIONS. WE COME ACROSS SIMULATIONS OFTEN, IN ALL FORMS AND SHAPES. IVO WENZLER, SENIOR EXECUTIVE (PARTNER) AT ACCENTURE AND ASSOCIATE PROFESSOR AT THE DELFT

More information

The Secrets of Great Customer Service Gregg A. Hawrylko, PMP Before We Begin... Customer Service more art than science Achieving the right state of mind Passion can t be taught Create good feelings about

More information

Customer Journey Mapping

Customer Journey Mapping Customer Journey Mapping John Sabatino, CEO, TMI Australia Pty Ltd Native American Indian proverb quotes To understand the man you must first walk a mile in his moccasins. What is a Customer Journey Map?

More information

NEGOTIATION SKILLS SELF ASSESSMENT P. Jean Baker, Esq.

NEGOTIATION SKILLS SELF ASSESSMENT P. Jean Baker, Esq. NEGOTIATION SKILLS SELF ASSESSMENT P. Jean Baker, Esq. Instructions: This is a self scoring assessment. It is designed to test your knowledge of negotiation theory and best practices. Select the answer

More information

Creating accountable Results - The 5 Steps to Success

Creating accountable Results - The 5 Steps to Success CONSTRUCTIVE Job performance is the basis for an employer s decision to promote, discipline, demote, or fire an employee. Even though not required by law, court rulings continue to encourage employers

More information

Sample Behavioural Questions by Competency

Sample Behavioural Questions by Competency Competencies that support LEADING PEOPLE Change Leadership Please tell us about a time when you led a significant change in your organization and how you helped others to deal with the change. Tell me

More information

Objectives Participants will be able to: Conflict of Interest Disclosure. Author s Conflicts of Interest: E. Bernhofer, No Conflict of Interest

Objectives Participants will be able to: Conflict of Interest Disclosure. Author s Conflicts of Interest: E. Bernhofer, No Conflict of Interest September 19, 2015 ASPMN 25th National Conference Esther I. Bernhofer, PhD, RN-BC Senior Nurse Researcher Pain Education Specialist Office of Nursing Research and Innovation Cleveland Clinic Conflict of

More information

The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms

The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms How does the Customer Experience evolve inside the organisations and how to overcome some of the challenges along the way?

More information

Insurance Brokers Insight Survey 2014 Underwriting Agencies Relevance & Performance

Insurance Brokers Insight Survey 2014 Underwriting Agencies Relevance & Performance Insurance Brokers Insight Survey 2014 Underwriting Agencies Relevance & Performance Brought to you by Gratex International Pty Ltd in partnership with LMI Group Pty Ltd 2 Broker Survey 2014 WWW.GRATEX.COM.AU

More information

1. The most dominant detail (after you found it) 2. The feelings in your body

1. The most dominant detail (after you found it) 2. The feelings in your body Introduction to the PMA Self- help technique How do you do an effective PMA session on yourself? What do you have to do and what do you have to avoid? Progressive Mental Alignment (PMA) makes use of the

More information

Project Management: Leadership vs. Dictatorship

Project Management: Leadership vs. Dictatorship Project Management: Leadership vs. Dictatorship Take a look at the business section of your nearest bookstore and you will find a plethora of books focused on developing leadership skills and managing

More information

Marketing Manager - Competitive Salary + Bonus & Benefits - West London

Marketing Manager - Competitive Salary + Bonus & Benefits - West London Marketing Manager About the Job Marketing Manager - Competitive Salary + Bonus & Benefits - West London Reports to: Direct Reports: CEO Marketing Executive (Copywriting) Marketing Executive (Tender Management)

More information

Ben Tiggelaar about change and personal growth

Ben Tiggelaar about change and personal growth FREE TEST INCLUDED Ben Tiggelaar about change and personal growth Why is it so hard to maintain change? What is responsible for 95% of your behavior (that you do not even know about)? How can you successfully

More information

Sam Sample Sam@psytech.com RESPONDENT FEEDBACK REPORT 360 APPRAISAL. Psychometrics Ltd.

Sam Sample Sam@psytech.com RESPONDENT FEEDBACK REPORT 360 APPRAISAL. Psychometrics Ltd. Sam Sample Sam@psytech.com RESPONDENT FEEDBACK REPORT 360 APPRAISAL ABOUT THE PSYTECH 360 APPRAISAL 360 appraisals compare an individual's self ratings on a number of behavioural competencies to the ratings

More information

CONTENT MARKETING FOR ASSOCIATIONS. Roslyn Atkinson Head of Client Services, Mahlab Media

CONTENT MARKETING FOR ASSOCIATIONS. Roslyn Atkinson Head of Client Services, Mahlab Media CONTENT MARKETING FOR ASSOCIATIONS Roslyn Atkinson Head of Client Services, Mahlab Media 12 MONTHS FROM NOW Imagine it s a year from now. Your annual report has just come out. What does it say? At the

More information

1. Why people do what they do

1. Why people do what they do PTG GLOBAL ABN 27 089 738 205 L16, 207 Kent St Sydney NSW 2000 P 61 2 9251 4200 1300 660 973 F 61 2 9251 7422 1. Why people do what they do ptg-global.com 1.1. Summary As a psychologist (registered in

More information

Importance of Organization Change Management in the context of SAP Implementation

Importance of Organization Change Management in the context of SAP Implementation Importance of Organization Change Management in the context of SAP Implementation Gartner Research: Reasons for IT Projects Failure Source: Gartner Research (January 2011) 45% IT projects fail due to deficiency

More information

ART Applied Reality Trading

ART Applied Reality Trading ART Applied Reality Trading A Totally Comprehensive Trading System Stocks ~ Commodities ~ Financial Futures ~ FOREX ~ Bonds ~ Options Are You In Control Of Your Trading, Or Does It Control You? From Bennett

More information

Tonya Rutherford-Hemming, RN, EdD, ANP-BC University of Pittsburgh School of Nursing

Tonya Rutherford-Hemming, RN, EdD, ANP-BC University of Pittsburgh School of Nursing Tonya Rutherford-Hemming, RN, EdD, ANP-BC University of Pittsburgh School of Nursing University of Pittsburgh School of Nursing Competency X O1 X O2 Open-ended Questions X O1 X O2 Notes.

More information

Professional ethics: Building trust in counselling practice and research. Professor Tim Bond University of Bristol

Professional ethics: Building trust in counselling practice and research. Professor Tim Bond University of Bristol Professional ethics: Building trust in counselling practice and research Professor Tim Bond University of Bristol Why trust matters? Deeply embedded in our conscious and subconscious awareness Directs

More information

Stress management competency indicator tool

Stress management competency indicator tool Stress management competency indicator tool How effective are you at preventing and reducing stress in your staff? Use the following questionnaire to assess your behaviour The Stress management competency

More information

Creating mutual trust

Creating mutual trust 13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this

More information

Personal Development and Performance Review Guide Annual Review Guide Version 3.0 Last amended: 15/12/2015. Annual PDPR Review Guide

Personal Development and Performance Review Guide Annual Review Guide Version 3.0 Last amended: 15/12/2015. Annual PDPR Review Guide Version 3.0 Annual PDPR Review Guide Good management is dependent on continual feedback and review through one-to-one meetings between Manager/Reviewer and the Role holder. However, as part of the PDPR

More information

More Effective Teaching

More Effective Teaching More Effective Teaching Dr Deborah Gill MBBS MRCGP MMEd FHEA Director, Academic Centre for Medical Education, UCL Becoming a better teacher Be able to recognise factors which contribute to effective learning

More information

Content Summary. Juicy New Business. Senior Consulting Programme. Juicy Recruitment Process. Generate more revenues from existing business

Content Summary. Juicy New Business. Senior Consulting Programme. Juicy Recruitment Process. Generate more revenues from existing business Lists in platform order: Video episodes (duration in minutes & seconds) Doo-Its (reflective tasks) Documents (downloadable PDFs) Reading Lists (extra documents for wider reading) Juicy New Business Get

More information

Guide to Predictive Lead Scoring

Guide to Predictive Lead Scoring Guide to Predictive Lead Scoring Lead scoring has an important role to play in modern B2B marketing and sales. It is a useful system for gauging a prospect s likelihood of buying, allowing salespeople

More information

The Anatomy of a Great Customer Experience HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES

The Anatomy of a Great Customer Experience HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES The Anatomy of a Great Customer Experience HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES 2 HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES If you look at the Mission Statements and About

More information

We hear you - putting our customers at the heart of everything we do

We hear you - putting our customers at the heart of everything we do We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest

More information

Improving customer experience in the hospitality industry

Improving customer experience in the hospitality industry Improving customer experience in the hospitality industry Brought to you by A customer experience is an interaction between an organisation and a customer as perceived through a customer s conscious and

More information

Anneke Seley Interviews David Satterwhite & Mark Hamilton. Aligning Sales and Marketing: A Conversation With David Satterwhite and Mark Hamilton

Anneke Seley Interviews David Satterwhite & Mark Hamilton. Aligning Sales and Marketing: A Conversation With David Satterwhite and Mark Hamilton Aligning Sales and Marketing: A Conversation With David Satterwhite and Mark Hamilton Anneke Seley, founder and CEO of Phone Works, is the coauthor of the best-selling book, Sales 2.0: Improve Business

More information

Introduction to Healthy Family Dynamics

Introduction to Healthy Family Dynamics Introduction to Parents & Families: Relationships are important to a satisfying life and learning about healthy relationships begins at home. Family provides the foundation for our sense of security and

More information

MENTORING: A Kit for Mentees. Professional Development Program. Engineers Australia. Mentoring: A Kit for Mentees A

MENTORING: A Kit for Mentees. Professional Development Program. Engineers Australia. Mentoring: A Kit for Mentees A MENTORING: A Kit for Mentees Professional Development Program Engineers Australia Mentoring: A Kit for Mentees A Contents Introduction to mentoring 2 About mentoring 2 Formal versus informal mentoring

More information

Making sense of 360 degree feedback. part of our We think series

Making sense of 360 degree feedback. part of our We think series Making sense of 360 degree feedback part of our We think series Contents Making sense of 360 evaluating feedback 3 The Head Light Feedback Facilitator Training course 3 Moving on from the JoHari Window

More information

Is healthcare Getting Better for people with a learning disability?

Is healthcare Getting Better for people with a learning disability? Is healthcare Getting Better for people with a learning disability? What is it about? A report was made by Mencap, BILD and the Department of Health We worked together to find out what people with a learning

More information

Human Performance Insights. A better way to gather (and act) on employee feedback

Human Performance Insights. A better way to gather (and act) on employee feedback Human Performance Insights A better way to gather (and act) on employee feedback Your company s character is the single most important driver of business results. Company Character [kuhm-puh-nee kar-ik-ter]:

More information

How To Create More Wow! And Keep Your Customers Happy. JoAnna Brandi. Presented by. 2010 JoAnna Brandi www.customercarecoach.com 561.279.

How To Create More Wow! And Keep Your Customers Happy. JoAnna Brandi. Presented by. 2010 JoAnna Brandi www.customercarecoach.com 561.279. How To Create More Wow! And Keep Your Customers Happy Presented by JoAnna Brandi From OW to WOW! Scale Misery MEDIOCRITY Magic There s no traffic jam on the extra mile! The Customer Experience The sum

More information

THE FACILITY CUSTOMER EXPERIENCE BEYOND PHYSICAL SPACE. Stephanie Perrone Goldstein

THE FACILITY CUSTOMER EXPERIENCE BEYOND PHYSICAL SPACE. Stephanie Perrone Goldstein THE FACILITY CUSTOMER EXPERIENCE BEYOND PHYSICAL SPACE Stephanie Perrone Goldstein Establishing a Unified Culture» Understanding the Workplace Customer Experience» Designing and Delivering a Branded Workplace

More information

Marketing Funnels integrated into your Customer Journey Maps: A Winning Combination

Marketing Funnels integrated into your Customer Journey Maps: A Winning Combination B2C Marketing Management Marketing Funnels integrated into your Customer Journey Maps: A Winning Combination On most websites the most common path is usually followed by less than five percent of visitors,

More information

Communication: The Key to Performance Management. Participant Guide

Communication: The Key to Performance Management. Participant Guide Communication: The Key to Performance Management Participant Guide Table of Contents Welcome... 1 Course Overview... 2 Why a Communication: The Key to Performance Management program?... 2 Target Audience...

More information

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of INDIVIDUAL CHANGE Learning and the process of change in what ways can models of learning help us understand individual change? The behavioural approach to change how can we change people s behaviour? The

More information

7 STEPS FOR BUILDING A WINNING LEAD NURTURE STRATEGY. Lead Nurture Strategy»

7 STEPS FOR BUILDING A WINNING LEAD NURTURE STRATEGY. Lead Nurture Strategy» 7 STEPS FOR BUILDING A WINNING LEAD NURTURE STRATEGY Lead Nurture Strategy» The leads you collect today aren t necessarily ready to buy immediately. Some of them are, of course, but others may still be

More information

TENANT SATISFACTION SURVEY: HOUSING/INCOME OFFICERS.

TENANT SATISFACTION SURVEY: HOUSING/INCOME OFFICERS. Scrutiny Team Survey of Housing/Income Officer role and remit. TENANT SATISFACTION SURVEY: HOUSING/INCOME OFFICERS. DERWENT LIVING SCRUTINY TEAM 2011 Derwent Living Housing Association 1 Contents Page

More information

4 Word For Word Inside Sales Calling Scripts from Some of the World s Best Salespeople

4 Word For Word Inside Sales Calling Scripts from Some of the World s Best Salespeople 4 Word For Word Inside Sales Calling Scripts from Some of the World s Best Salespeople SCRIPT ONE: THE MINI DISCOVERY Hi John, Chris Orlob with Conversature here, did I catch you at a bad time? The reason

More information

Customer Charter. A five star service

Customer Charter. A five star service Customer Charter A five star service A five star service Our Customer Charter outlines how we plan to provide you with a five star service. Based on what you ve told us, we ve summarised the most important

More information

MLLS. 360 Degree Feedback E R & P M N A T I O N A L C A L L C E N T R E - F 2 0 0 6

MLLS. 360 Degree Feedback E R & P M N A T I O N A L C A L L C E N T R E - F 2 0 0 6 MLLS 360 Degree Feedback Components of 360 Feedback Manager my direct manager. Peers my peer group. Direct Reports my direct reports. 2 Managerial Leadership Model SELF OTHERS BUSINESS 3 Direct Reports

More information

Training trainee solicitors Guidelines on performance review and appraisals

Training trainee solicitors Guidelines on performance review and appraisals Training trainee solicitors Guidelines on performance review and appraisals Education and Training Unit Version 1 29/07/05 Page 1 of 7 www.sra.org.uk For alternative formats email, info.services@sra.org.uk

More information

Are European companies ready for customer centricity?

Are European companies ready for customer centricity? EXECUTIVE SUMMARY Are European companies ready for customer centricity? In collaboration with MV2 Conseil Delivering Transformation. Together. Contents 3 Introduction 4 Objectives and methodology 5 10

More information

General Staff Performance Review, Planning and Professional Development [HR.10/VHR.10]

General Staff Performance Review, Planning and Professional Development [HR.10/VHR.10] General Staff Performance Review, Planning and Professional Development [HR.10/VHR.10] 2013 Employee Name Position Department or Faculty Supervisor Name Supervisor Position Review Period May 2012 April

More information

Nursing Process. Assessment. Planning. Implementation. Evaluation

Nursing Process. Assessment. Planning. Implementation. Evaluation Nursing Process Objectives: Introduce the history of nursing process Discuss purpose of nursing process Including philosophy Discuss nursing models in relation to assessment Discuss defensible documentation

More information

1 st NATIONAL CUSTOMER EXPERIENCE RESEARCH 2013. Novel approaches breaking old paradigms

1 st NATIONAL CUSTOMER EXPERIENCE RESEARCH 2013. Novel approaches breaking old paradigms 1 st NATIONAL CUSTOMER EXPERIENCE RESEARCH 213 Novel approaches breaking old paradigms 2 ABOUT THE RESEARCH THE 1 st NATIONAL CUSTOMER EXPERIENCE RESEARCH 213 The year, when the Develor National Customer

More information

Marketing Communications Essentials: B2B Marketing for Small Businesses. June 18, 2014

Marketing Communications Essentials: B2B Marketing for Small Businesses. June 18, 2014 Marketing Communications Essentials: B2B Marketing for Small Businesses June 18, 2014 Agenda B2B Marketing Consumer vs. B2B Decision-Makers Messaging: Rational or Emotional? Key Steps: Developing a B2B

More information

If E.ON Can So Can You!

If E.ON Can So Can You! If E.ON Can So Can You! A Systematic Approach To Help You Keep All The Customer Experience Plates Spinning 1 Key take aways 01 02 03 Customer Centricity Framework Best practices for working cross regionally

More information

Jump-starting Your Customer Experience Strategy

Jump-starting Your Customer Experience Strategy Jump-starting Your Customer Experience Strategy by Qaalfa Dibeehi, Chief Operating and Consulting Officer A simple but fundamental issue that arises when initiating a customer experience strategy is how

More information

Looked after children good practice in schools

Looked after children good practice in schools Looked after children good practice in schools This is a short report based on a small-scale survey of good practice in schools in relation to looked after children. It does not cover all aspects of looked

More information

COMPLAINT HANDLING. Principles of Good Complaint Handling

COMPLAINT HANDLING. Principles of Good Complaint Handling COMPLAINT HANDLING Principles of Good Complaint Handling Promoting good complaint handling is a key part of your work if you receive complaints from time to time. Good complaint handling can turn aggrieved

More information

Effectively Managing your Customers Experiences through Enterprise Feedback Management

Effectively Managing your Customers Experiences through Enterprise Feedback Management breakfast habits change as they grow older. Take hot cereal as an example, there is a clear relationship between age and consumption incidence: 15-24 years old: 37% 25-34 years old: 45% 35-49 years old:

More information

EXECUTIVE ASSISTANT TRAINING SEPTEMBER 2015

EXECUTIVE ASSISTANT TRAINING SEPTEMBER 2015 EXECUTIVE ASSISTANT TRAINING SEPTEMBER 2015 11 BOOK 2 $200 + GST EVERYBODY LEADS EMOTIONAL INTELLIGENCE (EI) HILTON BRISBANE 14 SEPTEMBER 2015 HILTON BRISBANE 16 SEPTEMBER 2015 BOOK 3 $390 + GST THE EA

More information

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result?

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result? EXAMPLE VALUE BASED INTERVIEW QUESTIONS VALUE LEADING QUESTION FOLLOW UP QUESTIONS KEY CRITERIA Compassion Give me an example of a time when you were particularly perceptive regarding a Describe what you

More information

Patient Satisfaction Evaluation Nurse Specialist Team

Patient Satisfaction Evaluation Nurse Specialist Team Patient Satisfaction Evaluation Nurse Specialist Team October 2011 Kay Greene, Nurse Specialist Team Manager Sarah Riches, Nursing Director Carol Rodgers, Quality and Audit Manager SGH / 212 / 2011 Final

More information

Adaptive Special Education Program Focus Group Assessment Report

Adaptive Special Education Program Focus Group Assessment Report Adaptive Special Education Program Focus Group Assessment Report (Department of Special Education and School Counseling) August 13, 2009 Submitted to: Dr. Jean Morrow, Professor and Interim Chairperson

More information

THE ACCENDO CUSTOMER EXPERIENCE MANAGEMENT MODEL A WHITE PAPER

THE ACCENDO CUSTOMER EXPERIENCE MANAGEMENT MODEL A WHITE PAPER THE ACCENDO CUSTOMER EXPERIENCE MANAGEMENT MODEL A WHITE PAPER By Accendo Technologies October 2004 The Accendo Customer Experience Management Model Abstract: Business people intuitively know that managing

More information

How To Write A Performance Measurement

How To Write A Performance Measurement There's no such thing as the performance measure stork! after you've conceived your measures, there's actually some unavoidable labour needed to bring them into the world by Stacey Barr introduction In

More information

Internet Video Campaigns for NonProfits:

Internet Video Campaigns for NonProfits: Internet Video Campaigns for NonProfits: How to Use the Power of Video and the Reach of the Internet to Grow Your Donor Base and Engage Your Community by Catie Foertsch Yes! MediaWorks In this new world

More information

How To Get Feedback From Tma 360 Degree Feedback Workbook

How To Get Feedback From Tma 360 Degree Feedback Workbook Maximize TMA 360 degree feedback Thank you for using TMA 360 degree feedback 360 degree feedback is a powerful tool, but should be used properly. Read this workbook carefully before you start with 360

More information

Introduction to Psychology Psych 100 Online Syllabus Fall 2014

Introduction to Psychology Psych 100 Online Syllabus Fall 2014 Introduction to Psychology Psych 100 Online Syllabus Fall 2014 Contact Information Professor: Dr. Deborah Maher Office: C&L (Classrooms and Labs) 119 Office phone #: (714) 432-0202, x21190 (best to email

More information

Testing Websites with Users

Testing Websites with Users 3 Testing Websites with Users 3 TESTING WEBSITES WITH USERS Better Practice Checklist Practical guides for effective use of new technologies in Government www.agimo.gov.au/checklists version 3, 2004 Introduction

More information

Leadership Practices Questionnaire Self Assessment

Leadership Practices Questionnaire Self Assessment Leadership Practices Questionnaire Self Assessment In this survey there are thirty statements about the things that leaders do. The statements all describe behaviours or activities. Please read each statement

More information

WHICH talking therapy for depression?

WHICH talking therapy for depression? WHICH talking therapy for depression? A guide to understanding the different psychological therapies you may be offered to treat your depression 1 Contents Introduction 3 Cognitive Behavioural Therapy

More information

Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld

Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld The purpose of this Net Promoter System SM (NPS ) Assessment is to help you understand the progress your company or organization is making against a full potential Net Promoter System implementation. Your

More information

Review: Better Lead Generation by Nancy Pekala

Review: Better Lead Generation by Nancy Pekala Truth or Dare: Discovering the Secrets behind Better Lead Generation By Nancy Pekala Why can t sales and marketing just get along, and what is the impact on a B2B organization s lead generation performance?

More information

Sally Sample 24 August 2010

Sally Sample 24 August 2010 candidate interview report Sally Sample 24 August 2010 preface The RPMQ is a self-report questionnaire designed to measure characteristics that are important in the occupational setting. These characteristics

More information