The New Customer Experience Manifesto. How to Create a Customer Experience Board

Size: px
Start display at page:

Download "The New Customer Experience Manifesto. How to Create a Customer Experience Board"

Transcription

1 The New Customer Experience Manifesto How to Create a Customer Experience Board

2 How to Create a Customer Experience Board If you agree delivering superior customer experience is vital to your business, you ve no doubt realised that things in this space are really starting to change. Paying lip service to customer experience is not enough. In fact, it s no longer just about companies meeting customer expectations, but exceeding them. It s time to surprise and delight your customers, so they want to come back to you time and time again. If you re reading this ebook, chances are you understand that making the right choices and having the right people involved in your customer experience team is key to making it a success. This ebook can serve as your comprehensive guide on how to build up your cross-functional customer experience board and really make a difference. Learn about establishing the tactics you can use and how to go above and beyond customer expectations, right through to some ideas for being really disruptive in this space. 2

3 Chapters 1. Customer experience why are the stakes so high? 2. Why a customer experience board? 3. How can you start to put the customer first? 4. How can a customer experience board make a difference?

4 Customer experience why are the stakes so high? 1

5 Customer experience why are the stakes so high? These days, customers have more choice than ever before. You only have to look around to see a lot of industries dramatically changing in favour of the customer. Sometimes it's because of new entrants, like Uber, Airbnb, etc. but often it's due to changes in legislation and compliance. More and more, you see decision making powers shifting away from companies and towards their customers. As individuals and organisations, we need to react to stay relevant. This calls for you to have a real-time pulse check, at a transactional level, so you can start to build up a picture of what is really happening from your customers' perspective. But it also means that you need to adapt and evolve to deliver the type of experience that your customers now expect. Ultimately, you ll be judged against the brands delivering the best customer experience, not just those in your own industry. It s people that are delivering a fantastic experience already that you should be trying to compete with, rather than just your close-knit sector. If, as an organisation, you re struggling to decide whether you should care about customer experience, then you're probably not an organisation that is focusing on it in the first place. A lot of people give lip service to delivering a good customer experience but don't have either the structure or the philosophy to see it through. You absolutely have to believe it's the right thing to do to have any chance of delivering it. For customer experience to thrive, it has to be something that's at the heart. It has to be part of the beliefs and culture of an organisation. Only when it s genuine can you surpass expectations and provide a high level of service, and experience. 5

6 Why a customer experience board? 2

7 Why a customer experience board? Many brands are centralising customer experience in terms of who's responsible and who s involved. Increasingly marketers are expanding their remit to understand that every time a company engages with their customers it is an extension of their brand. Execs from both customer service and operational roles are also responsible for customer experience. Bringing this together, with a more formal structure and creating a customer experience board makes sense. It s about making sure everyone who can impact customer experience is represented and having a more unified approach. Find other people, and there are plenty of them in the business, that are truly passionate about putting the customer first in every situation. Quite often organisations fall into the trap of doing things the way they've always been done. But there will always be people who recognise change as an opportunity to make improvements and to successfully meet customer expectations. Join together and create an internal movement. Put together a team that can make a difference, whether that team is part of separate functions or across your entire business - they can engender the change that needs to happen. It s really tough to move every single part of your people, process, systems and technology towards the end goal of delivering customer experience. You really need to put in the right levels of technology and process to support your people to deliver the customer experience you want to be known for. To be truly disruptive you need to identify where your sector is consistently failing to meet customer expectations and then focus solely on delivering against them. Sometimes this might mean creating a whole new business model - there are several examples of organisations who have done just that. In their pursuit of becoming truly customer centric they have realised that to actually deliver what the customer wanted, they couldn't follow the business model of the industry, they had to revolutionise it. 7

8 How can you start to put the customer first? 3

9 How can you start to put the customer first? Some organisations are still at the starting line. They know that customer experience is important, but they don t actually know where to begin. Others are further along the path and are now looking to make those marginal changes that turn good customer experiences into great customer experiences. Often, the first step to improving the customer experience is getting support from the board. Hiring somebody that is ultimately responsible for driving the customer experience has to be seen as a positive by management. After all, if you don't have any board level buy-in, then it's going to be very hard to get the resource you need to make any kind of customer experience programme work. Next, it s time to listen to what your customers are already saying to you, and we mean really listen. Many organisations rationalise customer information through reporting all the way through to the board. Customers are often asked to fill in surveys, answer questionnaires, and score their experience, giving you factual, structured, and rational information. But the problem is these methods focus on the information that is important to the brand, not necessarily the issues that are affecting their customers. Crucially, none of these methods are able to capture the emotion behind their customers' answers. Rather than relying on your interpretation of your customers' feedback, uncover what they're actually feeling. Then, start to work with those areas of the business that have the most interaction with your customers, so the people in the field or in the Contact Centre. Engage them by gathering feedback from customers. What you ll probably find is that far from being inundated with complaints, your customers will have quite a lot of positive things to say. Then find ways of putting this positive sentiment to work, before you even begin to undertake any analysis. 9

10 A lot of people think that senior management are the most important internal stakeholders. But that s probably a misconception. Typically, there is a general understanding at senior management level that customer experience is important. The real struggle is how do you operationalise it? How do you prevent it from being just another initiative, another action or another incentive programme? How do you turn it into part of the company culture? By engaging with the frontline, you can start to create a small movement within the organisation, sharing those little nuggets and stories that have surfaced from the frontline team and distribute them through an internal bulletin or newsletter. Then your customers will start to live as real people rather than just numbers and revenue. Now if you're going to ask for feedback, you really have to be prepared to act on it. If you put yourself out there and say "We're listening" and then don't deliver, you ve set an expectation and you've got the potential to disappoint customers even more. If you make the decision to say, "As a company, we're going to be all about customer experience", then you really have to be. Because if customers don't feel that they're being listened to, it's very easy for them to switch and go to somewhere that they know they'll be heard. If you can get it right, then this is where your customer loyalty is going to grow. People will know they can come back to you and you ll actually listen. But even if you get it wrong, even if the brand makes early mistakes, then it can still help. As long as you're proactive about making it right and explain to the customer that that's what you're doing, then often, that breeds the most loyal customers. They've just had a really negative experience, but you have managed to turn it around and make it positive. 10

11 How can the customer experience board make a difference? 4

12 How can the customer experience board make a difference? If customer experience is about creating a different, genuine way for you and your customers to interact, then what can you do to really make a difference? Trends come and go. Each passing year tests the durability of trends. Which ones will stick it out and which ones are already past it? Perhaps most importantly, what are the emerging trends that you need to stay on top of? Or in other words, how prepared are you for the next 12 months? Here are the 6 tactics for a customer experience board to really start to make a difference: 2. Have an agile approach to customer experience Remember the old days of IT? You had an analysis phase. Then you used to define the documents and the requirements before anybody would start building any code. What you'd then find is that the users had already changed their opinions before the first release was eventually churned out. Agile, as an IT methodology, was brought to life to overcome this challenge and help work through very difficult and complex change processes. 1. Make it easy to be a customer This is about making the whole experience for the customer as easy as possible. The example many people use here is Amazon. People keep going back to them time and time again because everything about their service delivery makes it so easy to be a customer. They can get what they want within seconds. As long as customers get what they asked for when they ask for it, then they're not really looking for much more. It s about making everything customer-centric with minimal effort on their part - they don t have to call in and chase for updates because you ve already communicated with them and they know what s going on. This approach is now being adapted in the customer experience space. Rather than looking for and defining a big transformation, which is the traditional approach to change management in large organisations, you see a more agile approach for making smaller, faster changes. Many organisations have already made a big shift towards embracing customer experience. Now it s time for these organisations to move from good to great. It's about marginal gains, it's about those micro transformations in their business that slowly push the service levels beyond expectations or certainly in-line with the rapidly changing customer expectations. Customer feedback fits really well into this because it allows you to have a more evolutionary approach and shape yourself and your processes around what your customers are telling you. 12

13 4. Break down silos between departments 3. Support the emergence of the Chief Customer Officer In more and more companies, we're seeing the emergence of Chief Customer Officers or Chief Experience Officers. They're being tasked with putting together teams that are really concerned about the customer agenda and, often, represent the customer in the boardroom. Having someone in this role means that the CX board will have the senior support to see things through. To be effective in this role, they have to truly have the backing of the board. They also need to be the type of individual that is able to rally all of the different business units that are involved in delivering the service. Unless they are an extremely influential individual that has the political clout and backing to be able to make significant changes, they will find it tough to create lasting change. Many companies have different data sets for every single department. Marketing has one set of data, customer service is using another and they can t, or won't, share their information with each other. This creates silos, where different information about customers is held by different parts of the business. One of the most common reasons silos exist is because of legacy systems. These have all been built separately and it's very hard when you're a big, established business to change those processes. It's much easier for someone who's coming in and just growing quickly to make sure that they get those processes right from the beginning. But, even for established businesses, if you get all of that information in a central database, such as a CRM system, you have somewhere that you can go in and look at each of your customers. You can understand their journey, every touch-point that they've been through. It makes it so much easier to understand the context and then deliver the right experience to each customer. 13

14 5. Change mindsets within the organisation Breaking down silos is not just about making sure you have the right technology in place and are properly communicating and sharing information. It's also about making sure that across departments, people are prepared to collaborate and understand that customer experience is important. There are times when you ll come across resistance, where people are unwilling to change their mindsets. It s always going to be a challenge. But, there are ways to break down this resistance. Perseverance is number one. But it s also about making sure that you can prove an ROI and get your stats and facts in place to prove the business case as to why you should be making that change. If you can build a strong business case, then it undermines the arguments of people that think customer experience is just a bit wishy-washy or vague, because you can prove to them with the facts and figures that there's a real business benefit to it. There are a lot of things associated with customer experience that people see as costly. They might be enhancing the customer experience, but when you're talking to a CFO, you really have to justify your position. Customer experience people need to get a lot hotter on proving the ROI. It's really about building a business case and getting support on the board level, agreeing that that's what they're all striving towards. Then, you ll be able to embed customer-centric decision making in the boardroom. So every decision they make is influenced with the customer in mind. The main ethos then becomes that the customer drives every decision. Instead of behaving like people expect a bank or utility company to act, it s about challenging yourself and striving to be more like the best in breed companies for customer experience, regardless of your industry. 14

15 Conclusion The days of just meeting customer expectations, just doing enough to get by, are nearing their end. Customers now have more choice than ever before. More and more, they turn to the organisations that they know will provide a great experience and why wouldn't they? As customer experience becomes increasingly important, it s time to react and do something different. Companies who don t see this risk being left behind, losing customers and ultimately, revenue. We re all judged against those companies delivering a fantastic experience. It s no longer about just being better than your competitor, it s about challenging your industry norms and being genuinely disruptive. 6. Get your customers to input on your product/service Take customer experience to such a level that your customers are actually inputting suggestions and ideas for product development. If you've got a good relationship with your customers, a dialogue about you as a company can begin to take shape. So your customers feel that they are participating in the solutions and that what they have said has influenced the direction of the company. They feel they're in control. It's almost a flipped model, with the customer determining the company strategy. This can mean change and it can be dramatic. To actually put the customer first and not just pay lip service to delivering on your customer experience promises means a shift in mindset, a shift in approach and even a shift in structure for both individuals and the whole organisation. Now is the time. 15

16 Webinar: On the 19th of May at 3pm we ll be hosting a 'House of Ravers' Webinar alongside Jason Sharpe, MD of SharpeBusiness and former senior exec at First Direct, Vodafone and OVO Energy, on how you can transform your Customer Experience by challenging conventions and embracing innovation. Register here or send your details to and we ll do the rest. Want to know how Rant & Rave can help? We re always on the lookout for brands with the same ethos as us - those who aren t afraid to think outside the box and do things differently. So whether that s already you or you re looking for some inspiration, we d love to be a part of your plans. Call us on or us at We re proud to be working with... 16

17 #CXRebels Copyright Rant & Rave (0) /rant-and-rave +RantandRaveUK

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

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

C O N S U L T C O N N E C T - C H A N G E. Does CRM Really Work?

C O N S U L T C O N N E C T - C H A N G E. Does CRM Really Work? C O N S U L T C O N N E C T - C H A N G E Does CRM Really Work? TABLE OF CONTENTS DOES CRM REALLY WORK?... 3 WHY THE RESISTANCE TO CRM?... 3 HOW DO YOU SELL CRM?... 4 CRM IS NOT JUST ABOUT TECHNOLOGY...

More information

THE EMPLOYEE FACTOR: READYING YOUR ORGANIZATION FOR CUSTOMER EXPERIENCE SUCCESS. Experience Insights Whitepaper, Fall 2014

THE EMPLOYEE FACTOR: READYING YOUR ORGANIZATION FOR CUSTOMER EXPERIENCE SUCCESS. Experience Insights Whitepaper, Fall 2014 THE EMPLOYEE FACTOR: READYING YOUR ORGANIZATION FOR CUSTOMER EXPERIENCE SUCCESS Experience Insights Whitepaper, Fall 2014 In today s competitive business environment, organizations are investing money,

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

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

Getting Behind The Customer Experience Wheel

Getting Behind The Customer Experience Wheel Getting Behind The Customer Experience Wheel Create a Voice of the Customer Program for your Organization In any business, serving your customers well is critical to success, loyalty and growth. But do

More information

CRM: The Golden Rules CRM. The Golden Rules. Part of the Waterdale Group of Companies

CRM: The Golden Rules CRM. The Golden Rules. Part of the Waterdale Group of Companies CRM The Golden Rules 2 1 CRM isn t just technology, it s a way of life 2 Who is the customer? Nobody has all the answers when it comes to the perfect customer strategy. But there are some basic principles

More information

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model 2013 Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model Marion Foster Scottish Practice Management Development Network [Pick the date] IMPLEMENTING CHANGE POWERFULLY

More information

CEM+ Snapshot. Introduction

CEM+ Snapshot. Introduction Defining Your Customer Experience JOURNEY Many organisations seek to differentiate through customer experience, yet few have a systematic process for doing so. Different executives have different ideas

More information

The customer experience: have customers been forgotten?

The customer experience: have customers been forgotten? The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

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

Transforming Customer Relationships and Your Business through Integration: Why Trust Is the New Currency

Transforming Customer Relationships and Your Business through Integration: Why Trust Is the New Currency White Paper Transforming Customer Relationships and Your Business through Integration: Why Trust Is the New Currency Executive Summary Your company needs to earn the trust of its customers; simply because

More information

15 Principles of Project Management Success

15 Principles of Project Management Success 15 Principles of Project Management Success Project management knowledge, tools and processes are not enough to make your project succeed. You need to get away from your desk and get your hands dirty.

More information

Performance Management Is performance management really necessary? What techniques are best to use?

Performance Management Is performance management really necessary? What techniques are best to use? Performance Management Is performance management really necessary? What techniques are best to use? This e-book is a guide for employers to help them discover tips and methods of performance management,

More information

The CX Rebels Guide to Measuring Customer Experience

The CX Rebels Guide to Measuring Customer Experience The CX Rebels Guide to Measuring Customer Experience The CX Rebels Guide to Measuring Customer Experience You know what your customers have to say is important. They re the people who are living and breathing

More information

How to understand your customers needs and expectations.

How to understand your customers needs and expectations. How to understand your customers needs and expectations. This information sheet will help you to A) improve the way you collect information from and about your customers. B) use the information to plan

More information

Customer Retention A way of business life for the successful

Customer Retention A way of business life for the successful Customer Retention A way of business life for the successful Are all your customers happy customers. Do they buy and move on, or buy and buy again? Do you even know if they have left and if not how many

More information

Creating an Awesome Customer Experience

Creating an Awesome Customer Experience Creating an Awesome Customer Experience The need to provide a great customer experience. To have profitable customers who stay with you a long time, your goal must be to create the kind of experience that

More information

Migrating from Managing to Coaching

Migrating from Managing to Coaching a ValueSelling Associates Migrating from Managing to Coaching How to bring out the best in sales teams and increase bottom lines The role that frontline sales managers play in coaching to the right skills,

More information

Persuasive and Compelling

Persuasive and Compelling Win More Business With Persuasive and Compelling Author: Greg Roworth B Bus (Acc) MBA What is the purpose of your website? For most businesses, a website has a number of objectives that may include generating

More information

DEFINE YOUR SALES PROCESS

DEFINE YOUR SALES PROCESS DEFINE YOUR SALES PROCESS TO GROW YOUR BUSINESS Internet Marketing 101: How Small Businesses Can Compete with the Big Guys DEFINE YOUR SALES PROCESS TO GROW YOUR BUSINESS A strong and effective sales team

More information

Using People, Process and Technology to achieve a Successful CRM Implementation

Using People, Process and Technology to achieve a Successful CRM Implementation Using People, Process and Technology to achieve a Successful CRM Implementation Using People, Process and Technology to achieve a Successful CRM Implementation Our introduction of the "People, Process

More information

Customer Activation. Marketing with a Measurable Purpose

Customer Activation. Marketing with a Measurable Purpose Customer Activation Marketing with a Measurable Purpose INTRODUCTION As a marketing leader, you need to think about the lifecycle that each of your customers progresses through from potential customer

More information

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH CONTENTS 1 INTRODUCTION Page 3 2 COMPETITIVE PROPOSITION Page 4 3 USER PROFILING/AUDIENCE DNA Page 9 ENSURE YOUR BRAND HAS A CLEAR, COMPELLING

More information

The Age of the Customer

The Age of the Customer The Age of the Customer Some insight from Australia September 2013 Sue O Gorman IS Service Management Manager Auckland Council CUSTOMER EXPERIENCE SYMPOSIUM SYDNEY, MARCH 2013 Private & Public Sector organisations

More information

Survey reveals employee views about Health and Wellbeing programmes in the workplace.

Survey reveals employee views about Health and Wellbeing programmes in the workplace. Survey reveals employee views about Health and Wellbeing programmes in the workplace. The Employee View Health and Wellbeing in the Workplace, survey of 1,500 UK working adults across the country found

More information

Introduction to customer journey mapping

Introduction to customer journey mapping Introduction to customer journey mapping Copyright PeopleMetrics Inc. an ebook by introduction Customer Journey Mapping is growing in popularity in the customer experience space, and it s no surprise.

More information

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24 Briefing Paper How to Compete on Customer Experience: Six Strategic Steps How to Compete on Customer Experience: Six Strategic Steps Voice of the Customer as a term has come to reflect the growing understanding

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved. 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of

More information

23 ways to use customer journey mapping to impact your organisation and drive results

23 ways to use customer journey mapping to impact your organisation and drive results 23 ways to use customer journey mapping to impact your organisation and drive results Start a movement by putting your customer at the center of your business Customer Journey Mapping is a powerful tool

More information

SATISFYING YOUR CUSTOMERS. Part 1. Best Practices and Technology that Anchors Your Business On Customer Loyalty. www.axisgp.

SATISFYING YOUR CUSTOMERS. Part 1. Best Practices and Technology that Anchors Your Business On Customer Loyalty. www.axisgp. SATISFYING YOUR CUSTOMERS Best Practices and Technology that Anchors Your Business On Customer Loyalty Part 1 www.axisgp.com (305) 418 9440 INTRODUCTION Satisfied customers are the foundation of a healthy

More information

6 Steps to Creating a Successful Marketing Database

6 Steps to Creating a Successful Marketing Database 6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,

More information

Which is why TMI is here to help. We have to admit it. we really love what we do.

Which is why TMI is here to help. We have to admit it. we really love what we do. We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just

More information

Multichannel vs. Omnichannel

Multichannel vs. Omnichannel Multichannel vs. Omnichannel Understanding the CX World s Most Elusive Buzzwords An InMoment White Paper Copyright 2015 InMoment Inc. All rights Reserved Multichannel vs. Omnichannel An InMoment Whitepaper

More information

Why You Need to Follow Up with Your Customers

Why You Need to Follow Up with Your Customers Why You Need to Follow Up with Your Customers You create a digital information product, and work hard towards your product launch. You announce it to your list. You ve even done quite a bit of legwork

More information

LEAD NURTURE HOW-TO HANDBOOK. Build and maintain more profitable relationships

LEAD NURTURE HOW-TO HANDBOOK. Build and maintain more profitable relationships LEAD NURTURE HOW-TO HANDBOOK Build and maintain more profitable relationships Congratulations! You've launched a successful marketing campaign, created and released some popular content, and succeeded

More information

Employee Satisfaction

Employee Satisfaction White Papers Employee Satisfaction Research has shown consistently that companies that encourage or engage their employees to provide ideas and suggestions have consistently higher employee retention rates,

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now

More information

The Challenge of Helping Adults Learn: Principles for Teaching Technical Information to Adults

The Challenge of Helping Adults Learn: Principles for Teaching Technical Information to Adults The Challenge of Helping Adults Learn: Principles for Teaching Technical Information to Adults S. Joseph Levine, Ph.D. Michigan State University levine@msu.edu One of a series of workshop handouts made

More information

5 THINGS EVERY B2B MARKETER SHOULD KNOW JO MACDERMOTT

5 THINGS EVERY B2B MARKETER SHOULD KNOW JO MACDERMOTT 5 THINGS EVERY B2B MARKETER SHOULD KNOW JO MACDERMOTT INTRODUCTION If you re running or marketing a business on behalf of someone else, you know how important it is to stay relevant, especially when it

More information

Online Accounting Software CUSTOMER SERVICE GUIDE

Online Accounting Software CUSTOMER SERVICE GUIDE Online Accounting Software CUSTOMER SERVICE GUIDE Why you need to think about customer service Without customers you don t have a business it s as simple as that. Good customer service is absolutely essential

More information

How to Outsource Inbound Marketing Services to Other Agencies

How to Outsource Inbound Marketing Services to Other Agencies How to Outsource Inbound Marketing Services to Other Agencies Written by Spencer Powell of TMR Direct Table of Contents Why Outsource? Sustainable MRR No developing systems and best practices No need to

More information

One View Of Customer Data & Marketing Data

One View Of Customer Data & Marketing Data One View Of Customer Data & Marketing Data Ian Kenealy, Head of Customer Data & Analytics, RSA spoke to the CX Network and shared his thoughts on all things customer, data and analytics! Can you briefly

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started 7 Keys to successful Organizational Change Management Why Your CRM Program Needs Change Management and Tips for Getting Started CONTENTS 2 Executive Summary 3 7 Keys to a Comprehensive Change Management

More information

Customer Retention Strategies Quick Tips To Make A Positive Difference

Customer Retention Strategies Quick Tips To Make A Positive Difference Customer Retention Strategies Quick Tips To Make A Positive Difference Brought to you by and www.learndirect.co.uk/businessinfo/ Improve your workforce with learndirect Business Customer Retention Strategies

More information

CRM Know How In Practice. Transition and change management. Best Practice Guide 01

CRM Know How In Practice. Transition and change management. Best Practice Guide 01 CRM Know How In Practice Transition and change management Best Practice Guide 01 02 Best Practice Guide CRM Know How In Practice Transition and change management In This Guide 02 Introduction: Why CRM?

More information

british council behaviours www.britishcouncil.org

british council behaviours www.britishcouncil.org british council behaviours Mat Wright Mat Wright Mat Wright CREATING SHARED PURPOSE I gain the active support of other people so they are fully engaged and motivated to contribute effectively. I do this

More information

Afro Ant Conversation. Change Management Return on Investment 3 April 2014

Afro Ant Conversation. Change Management Return on Investment 3 April 2014 Afro Ant Conversation Change Management Return on Investment 3 April 2014 Overview This report documents the information gathered at the Afro Ant Conversation held on the 3 rd of April 2014 on the topic

More information

Building a career in specification sales A guide to specification sales

Building a career in specification sales A guide to specification sales Building a career in specification sales A guide to specification sales What is specification selling? Who is the specifier? What stages does the specification decision process go through? What are the

More information

ASDA Valuing your Talent Case Study

ASDA Valuing your Talent Case Study ASDA Valuing your Talent Case Study As one of the UK s largest supermarket retailers, ASDA recognises the importance of its colleagues. With a workforce of over 170,000 people, serving 19 million customers

More information

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS What makes a high-potential? Quite possibly not what you think. The HR Guide to Identifying High-Potentials 1 Chapter 1 - Introduction If you agree people are

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

23 Ways to Sell More Using Social Media Marketing

23 Ways to Sell More Using Social Media Marketing 23 Ways to Sell More Using Social Media Marketing 1. Be visible Don't just tweet/post once or twice and think your job is done. Get online and speak to people. Network and let your target market get to

More information

Great customer expectations

Great customer expectations Great customer expectations Joining the dots between loyalty and customer experience Introduction Ever since we ve had goods to exchange, we ve needed financial services to store our assets and offer loans.

More information

The Psychic Salesperson Speakers Edition

The Psychic Salesperson Speakers Edition The Psychic Salesperson Speakers Edition Report: The Three Parts of the Sales Process by Dave Dee Limits of Liability & Disclaimer of Warranty The author and publisher of this book and the associated materials

More information

The Power of Mobile for Customer Experience

The Power of Mobile for Customer Experience This Infographic explores the potential mobile holds for capturing the Voice of the Customer and enhancing experience at Moments of Truth Did you know? There are 6 billion mobile phones in the world. That

More information

www.thefitnessinstitute.ie info@thefitnessinstitute.ie 01 845 62 66

www.thefitnessinstitute.ie info@thefitnessinstitute.ie 01 845 62 66 Introduction Welcome to The Fitness Institute! Thank you for downloading our free guide Does a career in fitness suit you? We designed this EBook to help you decide whether becoming a Personal Trainer

More information

Top 10 best practices that savvy marketers know about

Top 10 best practices that savvy marketers know about Top 10 best practices that savvy marketers know about Includes your three FREE bonus exercises courtesy of Sherry Prescott-Willis, author, Market This! www.marketthisbook.com Top 10 best practices that

More information

CALL US 801-656-2092. Free Report on How To Choose a Personal Trainer. This is an educational service provided to you by The GYM

CALL US 801-656-2092. Free Report on How To Choose a Personal Trainer. This is an educational service provided to you by The GYM Free Report on How To Choose a Personal Trainer This is an educational service provided to you by The GYM 1 6 Mistakes to avoid when choosing a personal trainer 1. Choosing a personal trainer strictly

More information

Customer Experiences - The Key Messages

Customer Experiences - The Key Messages Customer Experiences - The Key Messages 1 - Traditional Differentiators are no longer working One question to always ask is "what are your key points of difference". Most struggle with this question, some

More information

confident in our judgement a passion for doing the right thing

confident in our judgement a passion for doing the right thing ombudsmen confident in our judgement a passion for doing the right thing Welcome. I am really pleased that you are interested in the ombudsman service. You may be wondering, is this the right job for me?

More information

LOST YOUR CRM DIRECTION?

LOST YOUR CRM DIRECTION? LOST YOUR CRM DIRECTION? THIS 5-STEP ROADMAP CAN HELP The better an organisation understands its customers and their needs and their expectations, the greater opportunity it has to satisfy those needs

More information

Download: Best Practices for Successful Partnerships

Download: Best Practices for Successful Partnerships Download: Best Practices for Successful Partnerships Introduction You finally have the product or solution that you have been pouring your heart and soul into finished and market ready. You now need to

More information

Target s Guide to Change Management

Target s Guide to Change Management Target s Guide to Change Management SUCCESSFUL CHANGE CHANGES EVERYTHING L AMARSH.COM 505 N O R T H L A K E S H O R E D R I V E, S U I T E 1210 C H I C A G O, I L L I N O I S 60611 U S A P. 3 1 2. 4 6

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

A personalised approach to Home Insurance

A personalised approach to Home Insurance A personalised approach to Home Insurance We re delighted to announce the launch of our brand new Home Insurance that significantly moves the home insurance market forward by allowing customers a greater

More information

Critical analysis. Be more critical! More analysis needed! That s what my tutors say about my essays. I m not really sure what they mean.

Critical analysis. Be more critical! More analysis needed! That s what my tutors say about my essays. I m not really sure what they mean. Critical analysis Be more critical! More analysis needed! That s what my tutors say about my essays. I m not really sure what they mean. I thought I had written a really good assignment this time. I did

More information

The 4 Ways To Grow Your Business

The 4 Ways To Grow Your Business The 4 Ways To Grow Your Business 4 WAYS TO GROW YOUR BUSINESS It may sound simplistic but basically there are four ways to create a more profitable and valuable business: Increase the number of customers

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

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED.

20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. 20 Customer Service Best Practices SELL. SERVICE. MARKET. SUCCEED. We are firm believers in putting the customer back in customer service. It can be easy for customer service departments to continue doing

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

Towards Customer-Focused Leadership

Towards Customer-Focused Leadership Towards Customer-Focused Leadership In this article Andy Bird, Co-Founder and Executive Director at Brand Learning, argues that too much time is spent discussing whether marketers play their role as customer-focused

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

Nurturing your ecommerce customers with Marketing Automation

Nurturing your ecommerce customers with Marketing Automation Nurturing your ecommerce customers with Marketing Automation WRITTEN BY STEVEN SHAW, DIGITAL DIRECTOR 02 STEVE SHAW, DIGITAL DIRECTOR AT BRANDED3 WITH MARKETING AUTOMATION NURTURING YOUR ECOMMERCE CUSTOMERS

More information

Three Attributes of Every Successful Merchant Services Program-20140604 1602-1

Three Attributes of Every Successful Merchant Services Program-20140604 1602-1 Three Attributes of Every Successful Merchant Services Program-20140604 1602-1 [Start of recorded material] [Starts Mid Sentence] thank everyone that s joined the call today. I know everybody is busy with

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel

STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel Every franchise organization has a culture, the same way every person has a personality. If

More information

Starting your customer experience initiative

Starting your customer experience initiative A few tips on Starting your customer experience initiative What s the biggest obstacle to implementing customer experience? Lack of strategy according to Forrester s State of Customer Experience report

More information

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences

More information

Creating an Effective Mystery Shopping Program Best Practices

Creating an Effective Mystery Shopping Program Best Practices Creating an Effective Mystery Shopping Program Best Practices BEST PRACTICE GUIDE Congratulations! If you are reading this paper, it s likely that you are seriously considering implementing a mystery shop

More information

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER For many B2B organizations, building a demand center is a no-brainer. Learn how to ensure you re successful by avoiding

More information

Seven Strategic Goals for Exceptional Customer Service. Bonus companion workshop template to the book Happy R.A.V.I.N.G. Customers!

Seven Strategic Goals for Exceptional Customer Service. Bonus companion workshop template to the book Happy R.A.V.I.N.G. Customers! Seven Strategic Goals for Exceptional Customer Service Bonus companion workshop template to the book Happy R.A.V.I.N.G. Customers! by Carol Buehrens About the book WOW. Just read the book and Carol Buehrens

More information

Kotter and Bridges handouts for participants who did not attend Workshop 1.

Kotter and Bridges handouts for participants who did not attend Workshop 1. MATERIALS AND PREPARATION: Kotter and Bridges handouts for participants who did not attend Workshop 1. Change Management and Leadership Skills handout for participants who did not attend Workshop 1. Strategic

More information

Running a successful golf club

Running a successful golf club Running a successful golf club Issue 1 Membership and Customer Relationship Management (CRM): Why profiling is key to retention An ebook by NFS Technology Group www.nfs- hospitality.com How to run a successful

More information

Our Vision, Values and Behaviours

Our Vision, Values and Behaviours Our Vision, Values and Behaviours Contents Page Contents Page Number About Us 3 Employee Behaviours 4 Manager Behaviours 13 Senior Manager Behaviours 22 2 About Us This is our vision Great Homes Great

More information

Key Accounts How to Maximize Opportunities and Minimize Disappointments

Key Accounts How to Maximize Opportunities and Minimize Disappointments Key s How to Maximize Opportunities and Minimize Disappointments Key Key accounts represent a larger and larger share of the market and are becoming more demanding Many companies create some form of a

More information

Managing Customer. Relationships

Managing Customer. Relationships Managing Customer Relationships A guide to help you identify a range of areas to address in order to get the most from your relationships with your customers Managing customer relationships should be seen

More information

Multi Channel Feedback

Multi Channel Feedback Multi Channel Feedback Listening to the Voice of the Customer Presenter: Derek Brown VP EMEA Enterprise Feedback Date: 8 th November 2012 1 Why is Customer Experience Important? There is only one boss.

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

The Financial Services Industry

The Financial Services Industry The Financial Services Industry AN INTRODUCTION TO SOCIAL MEDIA The Challenge The Financial Services industry is one of the most established and complex around. Many of its key processes and systems have

More information

Transforming managers into change leaders. A guide to helping your managers lead change in your organisation

Transforming managers into change leaders. A guide to helping your managers lead change in your organisation Transforming managers into change leaders A guide to helping your managers lead change in your organisation Create change leaders Changes. Plural This guide is all about equipping your managers with the

More information

Customer Experience Benchmarking

Customer Experience Benchmarking HOWTOEXPERIENCE are experts in Customer Experience Strategy and Implementation. I d highly recommend David and his team for any customer experience project. Nicola Collister, Customer Experience Director,

More information

Overcoming Your Content Marketing Challenges

Overcoming Your Content Marketing Challenges Overcoming Your Content Marketing Challenges How to create great content your readers will share. 2012 Copyright Constant Contact, Inc. 13-3660 BEST PRACTICES GUIDE SOCIAL MEDIA MARKETING Engage your readers

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

A Snapshot of the forthcoming Book, THE BOUNCE THEORY!

A Snapshot of the forthcoming Book, THE BOUNCE THEORY! A Snapshot of the forthcoming Book, THE BOUNCE THEORY! Have you ever wondered what it s like when you die? Have you ever been in a situation where death felt like the easiest option? Have you ever wondered

More information

7 steps to choosing the right IT support company.

7 steps to choosing the right IT support company. 7 steps to choosing the right IT support company. If you want to ensure the process is hassle free and meets the requirements of your business this guide will take you through the correct process step

More information