This document discusses improving customer experience and engagement. It notes that customer experience is how customers perceive their interactions with a company. The key steps outlined to improve customer experience are: 1) listen to customers, employees, and prospects regularly; 2) make interactions easy and quick; 3) measure overall experience through metrics like NPS, engagement, and satisfaction; 4) prioritize important touchpoints; 5) always follow up on customer feedback; 6) measure aspects you can change; 7) focus on one priority area; 8) communicate improvement efforts; 9) track changes from improvements; and 10) link customer experience to business outcomes like increased revenue. Following these steps can help a company become a leader in customer experience.

1. By Sean McDade, PeopleMetrics
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2. http://www.youtube.com/v/GuENAWds5B0

4. Engaged
Employees

5. Engaged
Employees
Engaged
Customers

6. Engaged
Employees
Engaged
Customers
Business
Outcomes

7. By Sean McDade, PeopleMetrics

8. Age of Manufacturing
Age of Distribution
Age of Information
Source: We Have Entered The Age of the Customer, Forrester

9. Age of Manufacturing
Age of Distribution
Age of Information
Age of Disruption
Source: We Have Entered The Age of the Customer, Forrester

13. We talk about it a lot.

14. But what is customer
experience, really?

15. How customers perceive their
interactions with your company.

16. Why do we care about
customer experience?

17. http://www.youtube.com/v/5YGc4zOqozo

19. of CEOs say getting closer
to the customer is a top
business priority
Source: 2010, IBM Report: “Capitalizing on Complexity: Insights from the Global Chief Customer Officer Study.”

20. Why?

27. Source: The Watermark Consulting 2013 Customer Experience ROI Study

33. So, I get it.

34. So, I get it.
Customer Experience is
important.

35. But, where do I begin?

36. But, where do I begin?

38. 1 Listen to customers, employees, and prospects regularly.

39. 1 Listen to customers, employees, and prospects regularly.

40. 2Make it easy and quick.

41. 2Make it easy and quick.

42. 3 Measure the overall experience first.

43. 3 Measure the overall experience first.
NPS

44. 3 Measure the overall experience first.
NPS

45. 3 Measure the overall experience first.
NPS
Engagement

46. 3 Measure the overall experience first.
NPS
Engagement

47. 3 Measure the overall experience first.
NPS
Engagement
Satisfaction

48. 3 Measure the overall experience first.
NPS
Engagement
Satisfaction
Meeting Value

49. 4Prioritize your touchpoints.

50. What is a touchpoint?

52. Let’s see an example of a mapped touchpoint.

54. 5 Always close loops. Always.

55. 5 Always close loops. Always.

56. Recover
Managers work to win
back customers who
experienced a problem
or are actively
disengaged/ detractors

57. Recognize
Managers can use this
feedback to recognize
employees for
outstanding work and
develop training for
customer facing
employees

58. Improve
This feedback will be
used to identify people,
processes and systems
that may need
enhancement to
positively impact the
customer experience

59. 6 Measure what you are prepared to change.

60. 6 Measure what you are prepared to change. Purpose
Trust
Growth
Fun
Customer Focus
Recognition
Resources
Rewards
Employee Engagement Model

61. 7Focus on your One Thing.

67. 8 Communicate, communicate, communicate.

68. 8 Communicate, communicate, communicate.

69. 9Track changes based on implemented changes.

70. 9Track changes based on implemented changes.

71. 9Track changes based on implemented changes.

72. 9Track changes based on implemented changes.

73. 9Track changes based on implemented changes.

74. 10 Link to your business outcomes.

75. 10 Link to your business outcomes.

76. 10 Link to your business outcomes.
$2,000,000

77. Let’s recap.

78. 1 Listen to customers, employees, and prospects regularly.

79. 1
2Make it easy and quick.
Listen to customers, employees, and prospects regularly.

80. 1
2Make it easy and quick.
3 Measure the overall experience first.
Listen to customers, employees, and prospects regularly.

81. 1
2Make it easy and quick.
3 Measure the overall experience first.
4Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.

82. 1
2Make it easy and quick.
3 Measure the overall experience first.
4
5 Always close loops. Always.
Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.

83. 6 Measure what you are prepared to change.

84. 6 Measure what you are prepared to change.
7Focus on your One Thing.

85. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.

86. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9Track changes based on implemented changes.

87. 6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9
10 Link to your business outcomes.
Track changes based on implemented changes.

88. Do these things…

89. …and you’ll be a
in no time.

94. Get a sense of
where your Cx is –
and advice on how
to improve
Join the
Movement
Ask me about a
complimentary Cx
Consultation with
instant Cx IQ score

95. Sean McDade, CEO
sean.mcdade@peoplemetrics.com
@PeopleMetrics
www.peoplemetrics.com
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