How do you, as Insurance broker/company, get the right appearance?

Size: px
Start display at page:

Download "How do you, as Insurance broker/company, get the right appearance?"

Transcription

1 How do you, as Insurance broker/company, get the right appearance?

2 Customer experience Moments of truth Voice of the Customer Metrics Carglass

3 Customer experience

4 What is customer experience? emotions interactions brand / organisation

5 Why manage experiences?

6 Customers today are more critical and less loyal Customers today have less time zero tolerance for waiting time or lack of empowerment more choices than ever before more buying power high expectations no patience no problems changing suppliers

7 Along the customer journey

8 through a variety of channels In person

9 Memorable experiences can lead to customer actions that build, or destroy profits Pleased Comfortable Appreciated Important Special Recommended to a friend or colleague Purchased more products/services 19% 32% 0% 10% 20% 30% 40% Frustrated Let down Angry Ignored Confused Complained to a friend or colleague Switched to new supplier/provider 20% 25% 0% 10% 20% 30% 40%

10 Moments of truth

11 What are moments of truth? High emotional investment Moment of truth VS Low emotional investment Is this covered? Source: McKinsey - The moment of truth in customer service

12 Why Moments of truth? Handling these moments well can increase satisfaction, loyalty, generate word-of-mouth, gain a higher value of that customer, Tools to help rise to the challenge: 1. A degree of self-regulation or empowerment 2. A positive outlook (not yet another problem ) and constructive responses in mind 3. Awareness of the emotional aspects 4. Putting the client first, and expressing feelings of empathy and caring. 5. Knowledge transfer to backoffice people Source: McKinsey - The moment of truth in customer service

13 Trend: Instant, Anywhere Insurance Protection Consumers are more mobile. Accidents can be documented and claims can be made right on the spot. Example: Smartphone apps to make claims, or ask for assistance based on GPS coordinates. - Consumers will expect to be able to do everything on a smartphone - Brands will develop more apps to make/document claims get rid of documents, signatures

14 Voice of the customer

15 Voice of the customer The in-depth process of capturing a customer s expectations, preferences and aversions.

16 Why is the voice of the customer important? 59% of consumers quit doing business with a company because of a bad customer experience.... But that was 4 years ago Now this is up to 86% Source: Harris Interactive, Customer Experience Impact Report

17 70% of customers buying decisions are based on how they feel they are treated

18 It takes 12 positive service experiences to make up for one negative experience 1 12 Source: Understanding customers Ruby Newell-Legner

19 Voice of the Customer Process 1. Listen to what your customers are saying 2. Interpret what they value 3. React by engaging with the customer 4. Monitor the outcome by repeating the process

20 Metrics

21 Some ways on how to measure this: Satisfaction Delight Net Promotor Score

22 Metrics: Satisfaction

23 What is customer satisfaction? = evaluation of the service. Ideally : measure immediately after the interaction. Customer satisfaction provides an indicator of consumer purchase intentions and loyalty. Satisfaction is usually surveyed: - For the brand/service in general, - For common areas (people, advice, claims handling, complaints, ) - For the detailed aspects of it

24 Performance (Top2) High 80% 70% 60% Strength without strategic benefit Claim's handling Follow-up portfolio Advice Strategic advantage 50% 40% 30% Contact person (empathy) 20% 10% Minor disadvantage Complaint management 0% 0,30 0,35 0,40 0,45 0,50 0,55 0,60 0,65 0,70 0,75 0,80 Importance Strategic disadvantage High

25 Metrics: Delight

26 Delight = extra level of customer satisfaction Less than Dissatisfied Customer Satisfaction Perceived Service = - Per Per Exp Equal Exp Satisfied Expected Service Exceeds Delighted Per Exp

27 Customer Delight Customer Delight is a positive emotional and rational state of a client that leads to enthusiasm about a company Clients express this by expressing positive emotions being very satisfied expressing intent to continue and continue their clientship promoting the company

28 PERFORMANCE Poor Outstanding The Kano Model To determine your real drivers of DELIGHT Delighted ENHANCERS Attractive/ delighters Expected/ threshold DISSATISFIERS Disgusted SATISFACTION

29 Skills on delighting customers Attitudes of service champions Frontline service providers skills Service recovery Attitudes of service champions Keep an eager desire to serve others Show empathy to customers problems Ability to convey trust, competence & confidence Make the invisible part of service visible Provide value-added services Show personal touch & care Promise what you can do & keep promises Be professional

30 Skills on delighting customers Attitudes of service champions Frontline service providers skills Service recovery Service recovery Complaints Best source of feedback 54% - 70% of customers return when their complaints are resolved 95% of customers become loyal when their complaints are resolved quickly Turn upset into delighted customers

31 Metrics: Net Promotor Score (NPS)

32 What is Net Promotor Score (NPS) NPS = a customer loyalty metric based on the question how likely is it that you would recommend company X to a friend or colleague? Not likely at all Very likely

33 What is Net Promotor Score (NPS) NPS = a customer loyalty metric based on the question how likely is it that you would recommend company X to a friend or colleague? Not likely at all Very likely Detractors Neutral Promoters

34 Net Promotor Score an example based on question how likely is it that you would recommend company X to a friend or colleague? Score on 10 1% 1% 2% 2% 2% 10% 9% 25% 32% 8% 8% Detractors Neutral Promotors Total NPS segments 27% 57% 16% 0-6 Detractors 7-8 Neutral 9-10 Promotors NPS -11% NPS = 16% Promotors 27% Detractors

35 Link satisfaction with NPS Being satisfied is not enough to promote a service/company. Very unsatisfied Unsatisfied Neutral Satisfied Very satisfied Detractors 94% 90% 50% 10% 5% Neutrals 5% 7% 45% 75% 35% Promotors 1% 3% 5% 15% 60%

36 Net Promotor Score Pro s and con s Pro s: Quick Simple Easy to collect Cost effective Benchmarking Con s: No drivers of satisfaction (Relying on a single number is dangerous) Likelihood to recommend = behaviour; loyalty also consists of emotional elements such as trust and identification, which is not measured in the NPS Scores are highly dependant on culture, sector, market conditions,

37 In summary : A positive customer experience is crucial 1) Map the Customer Journey 2) Identify the Moments of Truth 3) Listen to the Voice of the Customer 4) Manage the Customer Experience

38 Top 5 attributes of companies that deliver Constantly Excellent Customer Experiences The key ingredient: People! 1. Well-trained and helpful employees 2. Excellent customer service 3. High quality goods & services 4. Friendly and caring employees 5. Personal attention, reward for loyalty

39 Carglass

40 Vision Carglass Afin d être le choix naturel mais aussi la référence en matière de service, nous nous engageons à dépasser les attentes de nos clients en leur fournissant un service de remplacement et de réparation zélé et inoubliable. N importe où, n importe quand. Gary Lubner CEO Belron Jean-Paul Teyssen Managing Director Carglass Caroline Ameloot Sales & Marketing Director Carglass

41 Le Circle of success de Carglass Satisfaction Clients Satisfaction Collaborateurs Satisfaction Actionnaires

42 Histoire 2008 І NPS NPS 2012 І Mise en pratique 1998 І Départ 2006 І Delight 2009 І International 2013 І Facebook 2006 І I hate, I love 2012 І Tél

43 Méthodologie Enquête Semaine x-1 Semaine x Semaine x+1 Job Résultats Possibilité d agir rapidement Chaque client est interrogé enquêtes/an

44 Evaluation globale + 9 aspects Satisfaction globale & NPS 1. Moment choisi par client 2. Endroit choisi par client 3. Amabilité 4. Efforts pour résoudre le problème 6. Ponctualité 7. Information 8. Compétence 9. Accessibilité 5. Qualité du travail

45

46 Idées sous-jacentes Clients et feedback = cruciaux Mesurer, c est savoir Objectivité Créer la mentalité appropriée Tout feedback, même négatif, est une opportunité Call-back dans les 48h si le client le souhaite

47 Résultats Choix moment 96 % Choix endroit 97 % Amabilité 99 % Accessibilité 98 % Compétence 98 % Information 97 % Satisfaction globale 97 % NPS 81 % Ponctualité 98 % Efforts 98 % Qualité travail 96 %

48 Utilisation des résultats: interne Filiales / Call center: online tool Benchmark international

49 Utilisation des résultats: externe Clients: comagnies d assurance & de leasing, fleets, courtiers Customer Delight Letter Non-clients: public plus large Facebook

50 En conclusion, il faut... connaître son client, dépasser ses attentes, communiquer avec lui/elle... et vivre ceci pleinement en interne et externe!

51 Thank you for your attention! Kris Vloeberghs GfK Belgium Caroline Ameloot Carglass

Guidance on Extended Producer Responsibility (EPR) Analysis of EPR schemes in the EU and development of guiding principles for their functioning

Guidance on Extended Producer Responsibility (EPR) Analysis of EPR schemes in the EU and development of guiding principles for their functioning (EPR) Analysis of in the EU and development of guiding principles for their functioning In association with: ACR+ SITA LUNCH DEBATE 25 September 2014 Content 1. Objectives and 2. General overview of in

More information

Net Promoter Score: A Critical Number Your Business Needs to Know

Net Promoter Score: A Critical Number Your Business Needs to Know 1 YouTube: http://www.youtube.com/watch?v=jowg1inpe_a Net Promoter Score: A Critical Number Your Business Needs to Know Holly Duarte NPS Manager Cummins Inc 1 The Golden Rule: The foundation of loyalty

More information

Net Promoter Score and Partnership Working

Net Promoter Score and Partnership Working Net Promoter Score and Partnership Working What we are going to cover Introduction to NPS NPS in a partnership working environment How to do it Strength and weaknesses Time for discussions and Q and A

More information

The Simple Way to Measure Customer Experience. First Briefing Paper

The Simple Way to Measure Customer Experience. First Briefing Paper The Simple Way to Measure Customer Experience First Briefing Paper 2014 1 The Simple Way to Measure Customer Experience 1.1 Measuring Customer Experience Customer experience ( CX ) is the sum of all the

More information

How to improve service quality through enterprise feedback management?

How to improve service quality through enterprise feedback management? How to improve service quality through enterprise feedback management? Content Introduction 3 1. How has Enterprise Feedback Management worked up until now? 4 2. Collecting and using the right data at

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

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey

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

Are you listening to your customer feedback? A Handy Guide to Net Promoter Score

Are you listening to your customer feedback? A Handy Guide to Net Promoter Score Are you listening to your customer feedback? A Handy Guide to Net Promoter Score Net Promoter Score: The Basics Stop treating your feedback as another administration process and start treating it as a

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

Les manuels de Toastmasters International, les outils pour réussir

Les manuels de Toastmasters International, les outils pour réussir Les manuels de Toastmasters International, les outils pour réussir Competent Communicator Communicateur Compétent (CC) Competent Communicator Communicateur Compétent (CC) (New version) (Old version) Projects

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

Personnalisez votre intérieur avec les revêtements imprimés ALYOS design

Personnalisez votre intérieur avec les revêtements imprimés ALYOS design Plafond tendu à froid ALYOS technology ALYOS technology vous propose un ensemble de solutions techniques pour vos intérieurs. Spécialiste dans le domaine du plafond tendu, nous avons conçu et développé

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

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

CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy

CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy CUSTOMER SATISFACTION SURVEY POINT Research and Marketing Consultancy Copyright 2012 POINT Consultancy All rights reserved. No reproduction or distribution allowed without express written permission. The

More information

Six Steps for Flawless NPS Implementation

Six Steps for Flawless NPS Implementation Six Steps for Flawless NPS Implementation July 17, 2012 The Service Profit Chain Institute The Service Profit Chain Institute is a consulting firm dedicated to helping our clients succeed by improving

More information

Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement

Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement Content Introduction: NPS for the Digital Enterprise 3 Chapter Three: Taking Action with Net Promoter Online 12 Chapter One: Vanity

More information

Customer centricity across the digital landscape: Models and best in class examples

Customer centricity across the digital landscape: Models and best in class examples conseil organisation management Réussir ensemble Customer centricity across the digital landscape: Models and best in class examples EFMA - Customer Week 25 th of April 2013 csa consulting 80 avenue de

More information

AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED. AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE SHOULD SERVICE PROVIDERS PUT MORE FOCUS ON THE SME MARKET? Service providers are focused on the highly competitive consumer market or very large enterprises.

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

AgroMarketDay. Research Application Summary pp: 371-375. Abstract

AgroMarketDay. Research Application Summary pp: 371-375. Abstract Fourth RUFORUM Biennial Regional Conference 21-25 July 2014, Maputo, Mozambique 371 Research Application Summary pp: 371-375 AgroMarketDay Katusiime, L. 1 & Omiat, I. 1 1 Kampala, Uganda Corresponding

More information

What your customers want In a world full of contact channels

What your customers want In a world full of contact channels Maintaining the human touch in customer service What your customers want In a world full of contact channels Research by Echo Managed Services - published December 2015 Customer satisfaction in a multi-channel

More information

General Certificate of Education Advanced Level Examination June 2012

General Certificate of Education Advanced Level Examination June 2012 General Certificate of Education Advanced Level Examination June 2012 French Unit 4 Speaking Test Candidate s Material To be conducted by the teacher examiner between 7 March and 15 May 2012 (FRE4T) To

More information

Making the Case for Service Recovery - Customer Retention

Making the Case for Service Recovery - Customer Retention Making the Case for Service Recovery - Customer Retention Service Recovery is one of the key ingredient s to good service, leading to happy customers and we all know happy customers are very good for business,

More information

CUSTOMER SERVICE EXCELLENCE

CUSTOMER SERVICE EXCELLENCE CUSTOMER SERVICE EXCELLENCE STANDARD 2 Table of Contents The starting point 4 Criterion 1 Customer Insight 5 1.1 Customer Identification 5 1.2 Engagement and Consultation 6 1.3 Customer Satisfaction 7

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

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

BUSINESS PROCESS OPTIMIZATION. OPTIMIZATION DES PROCESSUS D ENTERPRISE Comment d aborder la qualité en améliorant le processus

BUSINESS PROCESS OPTIMIZATION. OPTIMIZATION DES PROCESSUS D ENTERPRISE Comment d aborder la qualité en améliorant le processus BUSINESS PROCESS OPTIMIZATION How to Approach Quality by Improving the Process OPTIMIZATION DES PROCESSUS D ENTERPRISE Comment d aborder la qualité en améliorant le processus Business Diamond / Le losange

More information

purplepromise.fedex.com

purplepromise.fedex.com purplepromise.fedex.com We continue to change the way the world works and lives by doing one simple thing: Placing our customers at the center of all we do. This takes commitment a shared way of thinking,

More information

Note concernant votre accord de souscription au service «Trusted Certificate Service» (TCS)

Note concernant votre accord de souscription au service «Trusted Certificate Service» (TCS) Note concernant votre accord de souscription au service «Trusted Certificate Service» (TCS) Veuillez vérifier les éléments suivants avant de nous soumettre votre accord : 1. Vous avez bien lu et paraphé

More information

Cultivate Subscriber Loyalty by Refining the Digital Experience

Cultivate Subscriber Loyalty by Refining the Digital Experience White Paper for Telecommunication Companies Cultivate Subscriber Loyalty by Refining the Digital Experience Abstract Understanding how the digital customer experience impacts brand promotion gives telecommunications

More information

A Guide to the Net Promoter Score for Law Firms

A Guide to the Net Promoter Score for Law Firms A Guide to the Net Promoter Score for Law Firms Learn how to effectively measure and track your client satisfaction using the Net Promoter survey method for law firms. Copyright 2014 Inavero, Inc. All

More information

Learning Outcome 1 The learner will: Understand the contribution Customer Service makes to achieving organisational objectives.

Learning Outcome 1 The learner will: Understand the contribution Customer Service makes to achieving organisational objectives. Unit Title: Managing the Customer Relationship Unit Reference Number: R/601/3378 Guided Learning Hours: 160 Level: Level 5 Number of Credits: 18 Learning Outcome 1 The learner will: Understand the contribution

More information

Personal Presence Trumps Digital Decorum for Optimal Customer Experience

Personal Presence Trumps Digital Decorum for Optimal Customer Experience THE CX ACT 2013 TOUCHPOINT STUDY Personal Presence Trumps Digital Decorum for Optimal Customer Experience The CX Act TouchPoint Study is a comprehensive national survey of: n consumer contact behavior

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

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

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

Best Practices for Improving Customer Service

Best Practices for Improving Customer Service Best Practices for Improving Customer Service Table of Contents 1 2 3 4 5 6 7 8 Why You Should Read this ebook Understanding the Customer Experience Poor Customer Service and Your Bottom Line 5 Steps to

More information

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

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www. Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002!

More information

Best Practice in measuring Customer Satisfaction

Best Practice in measuring Customer Satisfaction Introduction A company exists because of its customers. A famous economist, Theodore Levitt once said The purpose of a business is to create and keep customers. If this is true, then why is so little time

More information

Valuing a Target Using Net Promoter Score (NPS)

Valuing a Target Using Net Promoter Score (NPS) Valuing a Target Using Net Promoter Score (NPS) By Lumeric Consulting LLC March 2011 Contents Net Promoter Score Overview of Net Promoter Score (NPS) 2-4 NPS case example commercial due diligence 6-11

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

More information

Audit de sécurité avec Backtrack 5

Audit de sécurité avec Backtrack 5 Audit de sécurité avec Backtrack 5 DUMITRESCU Andrei EL RAOUSTI Habib Université de Versailles Saint-Quentin-En-Yvelines 24-05-2012 UVSQ - Audit de sécurité avec Backtrack 5 DUMITRESCU Andrei EL RAOUSTI

More information

B2B Customer Satisfaction Research

B2B Customer Satisfaction Research Circle Research White Paper B2B Customer Satisfaction B2B Customer Satisfaction Research IN SUMMARY This paper on B2B customer satisfaction research: Identifies why customer satisfaction matters Provides

More information

Office of the Auditor General / Bureau du vérificateur général FOLLOW-UP TO THE 2010 AUDIT OF COMPRESSED WORK WEEK AGREEMENTS 2012 SUIVI DE LA

Office of the Auditor General / Bureau du vérificateur général FOLLOW-UP TO THE 2010 AUDIT OF COMPRESSED WORK WEEK AGREEMENTS 2012 SUIVI DE LA Office of the Auditor General / Bureau du vérificateur général FOLLOW-UP TO THE 2010 AUDIT OF COMPRESSED WORK WEEK AGREEMENTS 2012 SUIVI DE LA VÉRIFICATION DES ENTENTES DE SEMAINE DE TRAVAIL COMPRIMÉE

More information

10+4 Principles to Capture Your Customer Experience

10+4 Principles to Capture Your Customer Experience Creating a Customer-Focused Customer Experience Journey Map 10+4 Principles to Capture Your Customer Experience Jim Tincher, Principal Consultant Jim@HeartoftheCustomer.com Creating a Customer-Focused

More information

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000

More information

BE 2015 A BUSINESS EXCELLENCE INITIATIVE EXCELLENCE IN CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE

BE 2015 A BUSINESS EXCELLENCE INITIATIVE EXCELLENCE IN CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE BE 2015 A BUSINESS EXCELLENCE INITIATIVE 2015 CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE BE 2015 Self Assessment Guidelines l l l l l l The Criterion contains questions on the Processes and Results.

More information

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers

More information

10 Rules for Customer Experience Excellence

10 Rules for Customer Experience Excellence 10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one

More information

Strategic Workforce Planning and Competency Management at Schneider Electric

Strategic Workforce Planning and Competency Management at Schneider Electric Strategic Workforce Planning and Competency Management at Schneider Electric Congres HR 7 et 8 octobre 2015 - http://www.congreshr.com/ Cecile Rayssiguier 1 Cécile RAYSSIGUIER Workforce and Competency

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

Skills for Sustainability: Green Building accredited professionals networks in Europe

Skills for Sustainability: Green Building accredited professionals networks in Europe Skills for Sustainability: Green Building accredited professionals networks in Europe Accreditation vs Certification The terms "accreditation" and "certification" are sometimes used interchangeably, however,

More information

Service Operations Management: Improving Service Delivery 3 rd Edition. Robert Johnston and Graham Clark. FT Prentice Hall 2008

Service Operations Management: Improving Service Delivery 3 rd Edition. Robert Johnston and Graham Clark. FT Prentice Hall 2008 : Improving Service Delivery 3 rd Edition Robert Johnston and Graham Clark FT Prentice Hall 2008 ISBN: 1405847328, 552 pages Theme of the Book The focus of the book is service delivery and the objective

More information

The 2013 Financial Institution Consumer Recommendation & Loyalty Study Advanced

The 2013 Financial Institution Consumer Recommendation & Loyalty Study Advanced The 2013 Financial Institution Consumer Recommendation & Loyalty Study Advanced A study of the depth of consumer loyalty towards Australian Financial Institutions using the Net Promoter Score Net Promoter,

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

SE-WSQ PROSPECTUS SERVICE EXCELLENCE. A Singapore Workforce Skills Qualifications Programme. Part of Kaplan Learning Institute Pte Ltd

SE-WSQ PROSPECTUS SERVICE EXCELLENCE. A Singapore Workforce Skills Qualifications Programme. Part of Kaplan Learning Institute Pte Ltd SE-WSQ PROSPECTUS SERVICE EXCELLENCE A Singapore Workforce Skills Qualifications Programme Part of Kaplan Learning Institute Pte Ltd Provide GEMS Service 2 Certified Service Professional (CSP) 3 Build

More information

Best Practice in Customer Experience Management

Best Practice in Customer Experience Management Best Practice in Customer Experience Management This report looks at best practice in implementing voice of the customer programmes to help retail businesses understand what their customers want and how

More information

filtering through the noise Empathica s Approach to Customer Experience Management

filtering through the noise Empathica s Approach to Customer Experience Management Empathica s Approach to Customer Experience Management 2121 Argentia Road, Suite 200 Mississauga ON L5N 2X4 CANADA tel 905.542.9001 fax 905.542.8170 www.empathica.com Retailers must measure, manage and

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Leeds Federated. Customer Experience Report Year End, 2014/15

Leeds Federated. Customer Experience Report Year End, 2014/15 Leeds Federated Customer Experience Report Year End, 2014/15 Contents SECTION 1: Our Journey... 3 SECTION 2: What are our customer telling us?... 4 Hearing the customer voice: What has improved in the

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

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Driving A Successful Customer-Centric Culture Through

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Archived Content. Contenu archivé

Archived Content. Contenu archivé ARCHIVED - Archiving Content ARCHIVÉE - Contenu archivé Archived Content Contenu archivé Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject

More information

Chris Bell Customer Experience Coach

Chris Bell Customer Experience Coach Chris Bell Customer Experience Coach Index Introduction The 3 Must Haves 7 Customer Experience Development Steps Step one - Commitment Leadership Different Cultures The Customer Experience Formula Step

More information

www.thecustomerexperience.es

www.thecustomerexperience.es www.thecustomerexperience.es 2 four How to measure customer experience Carlos Molina In most organizations, CRM strategy now focuses on customer experience. Measuring customer experience has thus become

More information

Beyond Net Promoter Scores

Beyond Net Promoter Scores Beyond Net Promoter Scores Understanding Customer-Generated Word of Mouth A Shirman Group Client Brief The highly popular Net Promoter Score (NPS) customer satisfaction metric has gained broad adoption

More information

Reduce Churn and Improve Customer Value. Federico Cesconi London, 4.6.2009

Reduce Churn and Improve Customer Value. Federico Cesconi London, 4.6.2009 Using the Power of Customer Follow-up to Reduce Churn and Improve Customer Value Federico Cesconi London, 4.6.2009 Who is Cablecom? Cablecom broadcasts TV programs to 1.6M households (Switzerland 3.2).

More information

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management The Fred Factor EQUITY CONTINUING EDUCATION SERIES Customer Relationship Management What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers needs

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

How Australia s utilities can boost customer loyalty

How Australia s utilities can boost customer loyalty How Australia s utilities can boost customer loyalty As growth slows in Australia s electricity and natural gas markets, keeping customers happy becomes more important than ever. By Katrina Bradley and

More information

Strategies for Success with Online Customer Support

Strategies for Success with Online Customer Support 1 Strategies for Success with Online Customer Support Keynote Research Report Keynote Systems, Inc. 777 Mariners Island Blvd. San Mateo, CA 94404 Main Tel: 1-800-KEYNOTE Main Fax: 650-403-5500 product-info@keynote.com

More information

NUNAVUT HOUSING CORPORATION - BOARD MEMBER RECRUITMENT

NUNAVUT HOUSING CORPORATION - BOARD MEMBER RECRUITMENT NUNAVUT HOUSING CORPORATION - BOARD MEMBER RECRUITMENT The is seeking Northern Residents interested in being on our Board of Directors We are seeking individuals with vision, passion, and leadership skills

More information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

2009 Customer Experience Consumer Study. Consumers Pay for Exceptional Customer Experiences

2009 Customer Experience Consumer Study. Consumers Pay for Exceptional Customer Experiences 2009 Customer Experience Consumer Study Consumers Pay for Exceptional Customer Experiences Project Team Michael Starr (MichaelS@Strativity.com) Lior Arussy Michael Blackmire All rights reserved. All templates,

More information

Customer Service Programme

Customer Service Programme 10 Minute Guide Customer Service Programme Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered Institute of Marketing,

More information

Future Entreprise. Jean-Dominique Meunier NEM Executive Director www.nem-initiative.org. Nov. 23, 2009 FIA Stockholm

Future Entreprise. Jean-Dominique Meunier NEM Executive Director www.nem-initiative.org. Nov. 23, 2009 FIA Stockholm Future Entreprise Jean-Dominique Meunier NEM Executive Director www.nem-initiative.org Nov. 23, 2009 FIA Stockholm 1 Nov. 23, 2009 FIA Stockholm Source : @JDM 2 Nov. 23, 2009 FIA Stockholm Source : @JDM

More information

Managing Customer Experience In Your Organisation

Managing Customer Experience In Your Organisation www.redvanilla.co.uk Managing Experience In Your Organisation About This Guide In this brief guide we ve provided some ideas to help you manage customer experience at a strategic level within your organisation.

More information

Essential Steps to Creating Great Customer Experiences

Essential Steps to Creating Great Customer Experiences Essential Steps to Creating Great Customer Experiences Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

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

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

Expert Angle: Treating Employees as Customers

Expert Angle: Treating Employees as Customers Expert Angle: Treating Employees as Customers Many executives and training organizations point directly to employee attitudes and behaviors as the cause of more than 2/3 of customer dissatisfaction and

More information

Number of consumer customers (Million) Market share (% consumer subscribers)

Number of consumer customers (Million) Market share (% consumer subscribers) Customers Who are our customers? We are delighted to be able to report that we have grown to 23.4 million customers in total this year, which represents an increase of 8.3% from the previous year. Our

More information

Maximizing Customer Retention: A Blueprint for Successful Contact Centers

Maximizing Customer Retention: A Blueprint for Successful Contact Centers Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Measuring Policing Complexity: A Research Based Agenda

Measuring Policing Complexity: A Research Based Agenda ARCHIVED - Archiving Content ARCHIVÉE - Contenu archivé Archived Content Contenu archivé Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject

More information

From Issue to Action Evaluating the experience in the foundation of a CX program for a global player within the webhosting industry

From Issue to Action Evaluating the experience in the foundation of a CX program for a global player within the webhosting industry From Issue Evaluating the experience in the foundation of a CX program for a global player within the webhosting industry CX Forum, Bern, 15.11.2012 Michael Galla 1&1 Internet AG 2010 Page1 1&1 Hosting

More information

Archived Content. Contenu archivé

Archived Content. Contenu archivé ARCHIVED - Archiving Content ARCHIVÉE - Contenu archivé Archived Content Contenu archivé Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject

More information

Connected objects: The internet of things

Connected objects: The internet of things Connected objects: The internet of things Katia HERSARD Chief E-commerce & Marketing Officer Fnac Fnac Group / 12.06.2014 An in-depth survey conducted through our Fnac innovation panel Respondents specifics:

More information

Archived Content. Contenu archivé

Archived Content. Contenu archivé ARCHIVED - Archiving Content ARCHIVÉE - Contenu archivé Archived Content Contenu archivé Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject

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

Introduction au BIM. ESEB 38170 Seyssinet-Pariset Economie de la construction email : contact@eseb.fr

Introduction au BIM. ESEB 38170 Seyssinet-Pariset Economie de la construction email : contact@eseb.fr Quel est l objectif? 1 La France n est pas le seul pays impliqué 2 Une démarche obligatoire 3 Une organisation plus efficace 4 Le contexte 5 Risque d erreur INTERVENANTS : - Architecte - Économiste - Contrôleur

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

Navigating the Alphabet Soup of Survey Methodologies. David Jackson CEO, Clicktools

Navigating the Alphabet Soup of Survey Methodologies. David Jackson CEO, Clicktools Navigating the Alphabet Soup of Survey Methodologies David Jackson CEO, Clicktools Life used to be simple. People charged with implementing customer feedback programs had one focus for their surveys: customer

More information