The basics of creating an Awe-Inspiring Customer and Associate Experience.

1. Creating Awe-Inspiring
Customer and
Associate Experiences
Michael Pace

2. Executive Summary
 Awe-Inspiring Experiences are delivered through strong foundations and pillars of
service strategy excellence
 Goals and strategies are supported by key foundational steps
 Articulated and Internalized Culture
 Best Talent
 (Right) Technology
 Process Management
 Data Insights
 The strong foundation enables the service strategy to propel the experience
 Quality of experience
 Cost/Scale/Flexibility
 People
 Well Managed Environment

3. Awe-Inspiring Experiences begin with a strong foundation and pillars
of strategy excellence
Awe-Inspiring Experiences
Quality
Cost/Scale/
Flex
People
WellManaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture

4. Strong Foundations
 Articulated & Internalized Culture
 Best Talent
 (Right) Technology
 Process Management
 Data Insights

5. Articulated & Internalized Culture
 The single most important
foundational step
 Clearly articulated, visible, and
available culture and values
 Discussed frequently and
incorporated into performance
management
 Allows individuals to exercise
responsible freedom
 Attitude is not driven by policies,
it’s driven by culture
Taken during excursion while speaking in China

6. Best Talent
 “Make sure get the right people on
the bus, then figure out where to go”
– Good to Great
 Acquiring, developing, and rewarding
top talent
 Bring in diversity of culture and
thought
 Create an engaging learning
environment
 Let feedback be your ticket to grow
(personally and business-wise)
My superhero

7. (Right) Technology
 Leverage technology to work smarter, more
efficiently, and create scale
 Solve for customer touch points in addition to
business needs – find the win/win
 Spur collaboration
 Think redundancy and disaster recovery is
always possible
 Technology is a tool, not the objective
I’m a bit of a nerd, and very fine with that

8. Process Management
 Use process to provide direction to
empower others to do great things
 Reduce micromanagement
 Aligns organization and mitigates those
good intentions that lack vision
 Governance and discipline keeps the
organization well managed
 Keeps the department Lean
 Gaps become clear
Like my risotto, too much process gums it up

9. Data Insights
Percentage of Chart that Resembles Pac-Man
Resembles Pac-Man
Does Not Resemble Pac-Man
Child of the 80’s
 It’s all about the insight that leads to action
 Use an information based strategy to make
decisions
 Provide objective views on what happened, is
happening, and provides confidence in the
future
 Avoid analysis paralysis and make data
accessible to the masses
 Big or small data, quantitative or qualitative
– collection and categorization is critical

10. Pillars of Service Strategy Excellence
Quality of Experience
Cost / Scale / Flexibility
People
Well Managed Environment

11. Quality of Experience
Best quality cake I ever ordered – courtesy of The Icing on the Cake (Newton, MA)
 Customer Centric Metrics
 NPS
 C-Sat (Customer Satisfaction)
 Incident / transaction surveys
 Internal quality monitoring
 First Contact Resolution
 ASA/Abandon rates/Service Levels

12. Cost / Scale / Flexibility
Scale makes all the difference
 Cost / Customer or % of Revenue
 Cost per channel
 Total budget to forecast
 % of customers contacting
 Dispositioning %’s
 Calls/emails/chats/social per productive
hour
 Workforce and agent utilization
 Volume forecasts

13. People
A round cycle slide because it is a presentation
 Associate morale
 Associate engagement
 FTE attrition
 FTE transfers and promotions
 Staff to forecast staff

14. Well Managed
We all have a lot of balls in the air. It’s important to know which are rubber or glass
 Project portfolio management
 Dashboard discipline
 Business continuity / Disaster
Recovery readiness
 Governance in place (roles and
responsibilities)
 Transparency

15. Awe-Inspiring Experiences begins AND ENDS with a strong foundation
and pillars of strategy excellence
Awe-Inspiring Experiences
Quality
Cost/Scale/
Flex
People
WellManaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture

16. Contact Information
Michael Pace
Customer Support & Community Management Executive
Principal of The Pace of Service, LLC (Consultancy)
Twitter: @micpace
LinkedIn & Google+
Blog: http://thepaceofservice.com/
Text SOCSERVICE to 22828 for Mailing List
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