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This presentation is brought to you by: Missed this session? Visit  Business Process Excellence for Financial Services Online  for your chance to question our speaker and hear them present again
Understanding Customer Perception  of Your Product/Service  to Improve the Way You  Measure and Manage Customer Satisfaction ( Emotional Incident Methodology) Darin Phillips - VP of Customer Experience
Objectives ,[object Object],[object Object],[object Object]
Principles Who knows what is most important to customers? Your company’s Executives Your company’s Sales team Marketing R&D Call Center Store Clerks HR Customers
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Principles What affects “importance”? Price Brand Quality Convenience Visibility Packaging HR Experience
Voice of the Broker Research ,[object Object],[object Object]
Principles How do you know  what is important? Focus Groups Surveys Mystery Shopper Sales Data Online Traffic Eyeball Tracking Anthropologists   Subjects tell you what they think you want to hear Quants   The past predicts the future if nothing changes
Principles ,[object Object],[object Object],[object Object],[object Object],[object Object]
Principles ,[object Object],[object Object],[object Object],[object Object],[object Object]
Principles ,[object Object],[object Object],[object Object],[object Object],[object Object]
Principles ,[object Object],[object Object],[object Object],[object Object],[object Object]
Objectives ,[object Object],[object Object],[object Object],[object Object]
Collect Emotional Incidents ,[object Object],[object Object],[object Object],[object Object],[object Object]
Gain Executive Buy-In ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Voice of the Broker Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Encourage Attention to Stories ,[object Object],[object Object],[object Object],[object Object]
The Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Encourage Attention to Talent ,[object Object],[object Object],[object Object]
Selection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Darin Phillips, PhD ,[object Object],[object Object],[object Object],[object Object],[object Object]
This presentation is brought to you by: Missed this session? Visit  Business Process Excellence for Financial Services Online  for your chance to question our speaker and hear them present again

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Understanding Customer Perception of Your Product/Service to Improve the Way You Measure and Manage Customer Satisfaction

  • 1. This presentation is brought to you by: Missed this session? Visit Business Process Excellence for Financial Services Online for your chance to question our speaker and hear them present again
  • 2. Understanding Customer Perception of Your Product/Service to Improve the Way You Measure and Manage Customer Satisfaction ( Emotional Incident Methodology) Darin Phillips - VP of Customer Experience
  • 3.
  • 4. Principles Who knows what is most important to customers? Your company’s Executives Your company’s Sales team Marketing R&D Call Center Store Clerks HR Customers
  • 5.
  • 6. Principles What affects “importance”? Price Brand Quality Convenience Visibility Packaging HR Experience
  • 7.
  • 8. Principles How do you know what is important? Focus Groups Surveys Mystery Shopper Sales Data Online Traffic Eyeball Tracking Anthropologists Subjects tell you what they think you want to hear Quants The past predicts the future if nothing changes
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  • 30. This presentation is brought to you by: Missed this session? Visit Business Process Excellence for Financial Services Online for your chance to question our speaker and hear them present again

Notes de l'éditeur

  1. We call the themes “lessons learned”.