In a recent survey, McKinsey found that organizations that focused on maximizing satisfaction along the entire customer journey can increase customer satisfaction by 20%, lift revenue by up to 15%, and lower the cost of serving customers by as much as 20%.
In this presentation, Deborah Eastman, Chief Customer Officer of Satmetrix, shares insights on how you can build a customer experience program that drives customer loyalty, increases word of mouth, and delivers improved business performance.
Poll
How many of your are using Net Promoter today?
Over a year
Just getting started
Thinking about it
First let me tell you a little about me
Poll Question:
Have you connected your listening strategy to the customer journey?
Yes, we have both relationship and transactional measures aligned with the customer journey
We only measure the journey in relationship NPS
We measure transactional measures only
We measure both relationship and transactional but we don’t connect them to the journey
We have a customer journey map, but have not linked our NPS/listening program to it
We haven’t developed our customer journey map
Understanding your customer journey helps to define your listening strategy. Based on our experience, this represents at a high level the most common journey points. Satmetrix will work with you to refine this journey for your business and help to prioritize where you should collect customer feedback and how that data will be used to improve your business results.
NPS is typical measured in a periodic relationship survey, to assess the full experience and overall brand perception. This helps to prioritize the areas most important to your business.
Transactional feedback is collected directly after an interaction to optimize the customer experience at that point in time. This drive daily engagement with employees and helps to continuously improve the customer experience.
Wherever you decide to measure the experience, you should consider how employees and business leaders will use this data to enable service recovery, build stronger customer relationships and improve operations. Information should be integrated with other KPIS to ensure customer focus in daily operations.
A successful customer experience program requires consideration of these key components:
Trustworthy data: Is your score an accurate representation of your customer loyalty? Are you using the right metric at the right time? NPS is not always the right metric, it’s intended to be a measurement of the overall customer journey.
Reporting and analytics enables real-time data to be used by operational leaders to inform business decisions and coach staff. It’s critical that you democratize data across the business to empower employees and managers to act on customer feedback and integrate customer experience into every day operational practices.
The Action framework ensures your leaders drive improvements in every part of the business. Closed loop processes allow for employees to engage with customers for service recovery & root cause learning. An organizational governance model ensures functional leaders work together to improve the customer experience for all customers, providing operational efficiency and experience differentiation.
To support these critical pillars, technology enables the collection and distribution of data that drives action and delivers results.
How frequently do your operational leaders review your customer feedback data?
daily
weekly
monthly
quarterly
annually
Financial linkage informs business decisions by understanding how improvement initiatives may impact business performance. As your program matures you will want to identify your own financial linkage.
This customer found that detractors not only purchased less, but were more costly to serve. When you consider 9 euros more of profits per promoters, if you have 20M subscribers and 30% are detractors, the business case for moving just 5% to promoters would mean 2.7m euros in profits, That’s real money.
Where do you think your current program is?
Score watcher
Frontline closed loop
Structural improvements
Innovation