Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
SlideShare a Scribd company logo

Mastering Customer Centricity

•
•
Mohamed Latib, Ph.D
Mohamed Latib, Ph.D

Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.

1 of 33
Download to read offline
#SPLICEwebinar
#SPLICEwebinar Hello & Welcome 15 Minutes allotted for Q&A Webinar is Being Recorded Winners Announced Next Week Free 2 Hour Consultation Free CXU Online Course Marketing Manager SPLICE Software Inc. /marciamgbastos
#SPLICEwebinar Agenda What is customer centricity? Why does it matter? How do you approach it smartly? Who are the key players? When to seek leadership & alignment Imperatives?
#SPLICEwebinar About CX University CX University is committed to helping you know more and be able to do more in the Customer Experience discipline. We offer quality professional development programs that appropriately challenge you to gain knowledge and skills in the fundamentals and best practices of CX. From comprehensive Online Courses to custom- designed Action Learning Workshops as well as certification prep for the CCXP exam, CXU prepares practitioners to provide excellence in the discipline.
#SPLICEwebinar Dr. Mohamed Latib Dr. Latib’s expertise in management and executive development spans a 30-year long journey of shaping corporate leaders and team members from small organizations to Forbes companies across the globe. He’s worked extensively in the CX field for over 25 years and has helped create customer centricity in many businesses. Dr. Latib has also led innovations in education as a professor, dean, and vice president at renowned universities across the United States. He has developed programs in Europe, Asia, and South America. He has served on numerous boards and was President of two international associations. Founder & CEO CX University
#SPLICEwebinar . SPLICE Software Inc. Offers a cloud-based Dialog SuiteTM that specializes in using big data and artificial intelligence to create distinctly human messaging. Our patented software sends automated Voice & SMS in the right moment of the customer journey to drive optimal engagement, and the desired call to action. Our Suite enables you to collect and manage customer's permissions and preferences so you can personalize, communicate, and measure like never before. Some recent accolades…
#SPLICEwebinar Janelle Boris Janelle brings over 10 years’ retail experience to the table. With an everyday focus of driving success for her SPLICE clients, Janelle uses her passion for client relations and accurate program design to ensure SPLICE maintains an unparalleled level of customer engagement and retention. Her account management has lead SPLICE clients to both Customer Engagement and Store Operations awards, and she looks forward to bringing these valuable insights and tools to future clients, and the industry in general, to aid in the maximization of the in-store customer experience. Retail Account Manager SPLICE Software Inc.
#SPLICEwebinar Changing Power Dynamics Technology Leverage Democratization Asymmetries New playing field turbo-charged by customers Global in Scope Customer Demands Instant responses Personalization Quality products Service quality Transparency in communications and products Trust Anticipate needs
#SPLICEwebinar I want to share my ideas for product and service improvements The New Breed of Customers When I complain on social media (and I do) I want quick action I have a lot of choices – and I’m not afraid to go somewhere else I want you to tell me what you’re doing to improve I want to communicate with you however I want, whenever I want I want self-service and I want to get in touch with other customers if I have a problem so I can benefit from their experience I use my smart phone for almost everything I want you to treat me like you know me in every interaction
#SPLICEwebinar CX: Where We Stand 97% of execs say delivering a great customer experience is CRITICAL to their business. 80%of CEOs believe they offer a superior customer experience. Only 8% of their customers AGREE. 54% of consumers shared BAD experiences with more than 5 people. 33%shared GOOD experiences with more than 5 people. Companies that OUTPACE their COMPETITORS in CX have 50%more engaged employees than those with CX that lags their peers. 89% of customers say they have switched to a COMPETITOR because of a POOR customer experience. A modest increase in customer experience can generate ADDITIONAL REVENUES over 3 years between $472M and $824M for every $1bn in annual revenue.
#SPLICEwebinar What is Customer Experience? It is the customer’s perception of all the interactions they have with us and the value it creates for them. It is how we know and perform against expectations. It is the emotions we create with every interactions.
#SPLICEwebinar Moderate Financial Storyline $820 Million
#SPLICEwebinar The New Normals Employees Customers Competitive Advantage
#SPLICEwebinar The First New Normal: Customers CX Journey Map Strategy Structure Technology ValuesTasks Policies Practices
#SPLICEwebinar Whole Ecosystem Alignment Technology People Leadership Brand Promise Corporate Strategy Technology People Leadership Brand Promise Corporate Strategy Silos
#SPLICEwebinar Alignment: Leadership Compelling brand promise tied to vision Must-win from the ‘outside- in’ Feedback for continuous learning Experience Redesign- empathy Implement change and sustain 5 Marathon Principles
#SPLICEwebinar Why so Difficult? Loss of interest No common ground Buy-in failure Behavior change Siloed customer data Service and rewards
#SPLICEwebinar Customer Centric Behaviours Gain and use deep understanding of the customer’s needs Behaviors should be observable, traceable & measurable. Good Examples: We keep the customer’s voice & needs as a part of every meeting. We share examples of the customer’s expressed needs with all. We identify &track measures which reflect that customer’s perception if needs are met. We make sure employees are a part of a team that is creating new solutions/ Poor Examples: We listen to the customer We understand the customer needs Work with the rest of the organization
#SPLICEwebinar So Close, Yet So Far Situation Wanted to collect customer feedback, to improve their customer’s experience. Solution Deliver NPS Surveys to customers Results Did not have success criteria defined Did not close the loop Customers become disenchanted.
#SPLICEwebinar On the Mark Situation Noticed a decline in new sign ups for their loyalty program Solution Company sent out a survey to gather feedback from customers regarding everything from service at store level to corporate policies Results New training processes implemented for all staff.
#SPLICEwebinar The Second New Normal Employees Customers at the Core Employees at the Core
#SPLICEwebinar The New Breed of Associate I want to contribute my ideas for product and service improvements I want to develop skills that develop me for the future I have a lot of choices – and I’m not afraid to go somewhere else I want you to tell me what we are doing to improve I want to grow and develop with new skills more relative to the market Customers are demanding more and I don’t feel I know how to or enabled to deliver How can I understand what customers want and need? I need to understand more about what you want from me
#SPLICEwebinar Inherent Value Productivity Company financial performance Employee performance Sales performance Employee retention Customer Demands Instant responses Personalization Quality products Service quality Transparency in communications & products Trust Anticipate Needs Customer loyalty Employees at the Core
#SPLICEwebinar Associate Engagement Engagement Emotions Cognitions Behaviors ... DISCRETIONARY BEHAVIORS
#SPLICEwebinar Change Comes from Within Best Practices Create a Shared Understanding of the Customer Experience Vision Create Consistent Communications and Standards Provide Employee CX Training Provide Recognition and Rewards Celebrate Successes Publicly Align Hiring Requirements to CX Strategy Tie Incentives and Advancement Directly to CX Success
#SPLICEwebinar Tips for Customer Centricity Define the CX vision based on business and brand strategy, customer insights, and market trends. Define the customer lifecycle stages and major interaction points with your customers. Define and design end-to-end omni-channel customer journeys. Determine the impact of the journey designs on people, processes, technology, leadership, structure. Brand & CX Vision, Charter, Strategy CX Understanding
#SPLICEwebinar Tips for Customer Centricity Define customer-centric measurements and KPIs, Create a CX KPI dashboard for continuous monitoring and improvement, Define the CX vision based on business & brand strategy, customer insights, and market trends. CX Transformation Map CX KPI Dashboard
#SPLICEwebinar Transforming Organization? Holacracy New Organizational Forms Empty Chair at the table Practical empathy strategy Undercover boss-Walk in ‘their’ shoes New metrics Net Promoter Score Net Effort Score Emotion Scoring Heuristic jobs Align with CX complexity Lattice Culture Adding the human touch
#SPLICEwebinar The “Little Things” Matter Emphasize Security Trusted Guarantee Make Technology a Helpful Tool Facilitate Innovation Connect with Community Care and Support
#SPLICEwebinar Bringing CX to Life Umpqua Bank Appeal to sensorial, behavioral, social, cognitive receptors. Deep Community Relations
#SPLICEwebinar Bringing CX to Life Ritz Carlton Ladies and Gentlemen serving Ladies and Gentlemen
#SPLICEwebinar Q & A
#SPLICEwebinar Thank You! To learn more about SPLICE, go to www.SPLICEsoftware.com To learn more about CXU, go to www.cxuniversity.com

More Related Content

Mastering Customer Centricity

  • 2. #SPLICEwebinar Hello & Welcome 15 Minutes allotted for Q&A Webinar is Being Recorded Winners Announced Next Week Free 2 Hour Consultation Free CXU Online Course Marketing Manager SPLICE Software Inc. /marciamgbastos
  • 3. #SPLICEwebinar Agenda What is customer centricity? Why does it matter? How do you approach it smartly? Who are the key players? When to seek leadership & alignment Imperatives?
  • 4. #SPLICEwebinar About CX University CX University is committed to helping you know more and be able to do more in the Customer Experience discipline. We offer quality professional development programs that appropriately challenge you to gain knowledge and skills in the fundamentals and best practices of CX. From comprehensive Online Courses to custom- designed Action Learning Workshops as well as certification prep for the CCXP exam, CXU prepares practitioners to provide excellence in the discipline.
  • 5. #SPLICEwebinar Dr. Mohamed Latib Dr. Latib’s expertise in management and executive development spans a 30-year long journey of shaping corporate leaders and team members from small organizations to Forbes companies across the globe. He’s worked extensively in the CX field for over 25 years and has helped create customer centricity in many businesses. Dr. Latib has also led innovations in education as a professor, dean, and vice president at renowned universities across the United States. He has developed programs in Europe, Asia, and South America. He has served on numerous boards and was President of two international associations. Founder & CEO CX University
  • 6. #SPLICEwebinar . SPLICE Software Inc. Offers a cloud-based Dialog SuiteTM that specializes in using big data and artificial intelligence to create distinctly human messaging. Our patented software sends automated Voice & SMS in the right moment of the customer journey to drive optimal engagement, and the desired call to action. Our Suite enables you to collect and manage customer's permissions and preferences so you can personalize, communicate, and measure like never before. Some recent accolades…
  • 7. #SPLICEwebinar Janelle Boris Janelle brings over 10 years’ retail experience to the table. With an everyday focus of driving success for her SPLICE clients, Janelle uses her passion for client relations and accurate program design to ensure SPLICE maintains an unparalleled level of customer engagement and retention. Her account management has lead SPLICE clients to both Customer Engagement and Store Operations awards, and she looks forward to bringing these valuable insights and tools to future clients, and the industry in general, to aid in the maximization of the in-store customer experience. Retail Account Manager SPLICE Software Inc.
  • 8. #SPLICEwebinar Changing Power Dynamics Technology Leverage Democratization Asymmetries New playing field turbo-charged by customers Global in Scope Customer Demands Instant responses Personalization Quality products Service quality Transparency in communications and products Trust Anticipate needs
  • 9. #SPLICEwebinar I want to share my ideas for product and service improvements The New Breed of Customers When I complain on social media (and I do) I want quick action I have a lot of choices – and I’m not afraid to go somewhere else I want you to tell me what you’re doing to improve I want to communicate with you however I want, whenever I want I want self-service and I want to get in touch with other customers if I have a problem so I can benefit from their experience I use my smart phone for almost everything I want you to treat me like you know me in every interaction
  • 10. #SPLICEwebinar CX: Where We Stand 97% of execs say delivering a great customer experience is CRITICAL to their business. 80%of CEOs believe they offer a superior customer experience. Only 8% of their customers AGREE. 54% of consumers shared BAD experiences with more than 5 people. 33%shared GOOD experiences with more than 5 people. Companies that OUTPACE their COMPETITORS in CX have 50%more engaged employees than those with CX that lags their peers. 89% of customers say they have switched to a COMPETITOR because of a POOR customer experience. A modest increase in customer experience can generate ADDITIONAL REVENUES over 3 years between $472M and $824M for every $1bn in annual revenue.
  • 11. #SPLICEwebinar What is Customer Experience? It is the customer’s perception of all the interactions they have with us and the value it creates for them. It is how we know and perform against expectations. It is the emotions we create with every interactions.
  • 14. #SPLICEwebinar The First New Normal: Customers CX Journey Map Strategy Structure Technology ValuesTasks Policies Practices
  • 16. #SPLICEwebinar Alignment: Leadership Compelling brand promise tied to vision Must-win from the ‘outside- in’ Feedback for continuous learning Experience Redesign- empathy Implement change and sustain 5 Marathon Principles
  • 18. #SPLICEwebinar Customer Centric Behaviours Gain and use deep understanding of the customer’s needs Behaviors should be observable, traceable & measurable. Good Examples: We keep the customer’s voice & needs as a part of every meeting. We share examples of the customer’s expressed needs with all. We identify &track measures which reflect that customer’s perception if needs are met. We make sure employees are a part of a team that is creating new solutions/ Poor Examples: We listen to the customer We understand the customer needs Work with the rest of the organization
  • 19. #SPLICEwebinar So Close, Yet So Far Situation Wanted to collect customer feedback, to improve their customer’s experience. Solution Deliver NPS Surveys to customers Results Did not have success criteria defined Did not close the loop Customers become disenchanted.
  • 20. #SPLICEwebinar On the Mark Situation Noticed a decline in new sign ups for their loyalty program Solution Company sent out a survey to gather feedback from customers regarding everything from service at store level to corporate policies Results New training processes implemented for all staff.
  • 21. #SPLICEwebinar The Second New Normal Employees Customers at the Core Employees at the Core
  • 22. #SPLICEwebinar The New Breed of Associate I want to contribute my ideas for product and service improvements I want to develop skills that develop me for the future I have a lot of choices – and I’m not afraid to go somewhere else I want you to tell me what we are doing to improve I want to grow and develop with new skills more relative to the market Customers are demanding more and I don’t feel I know how to or enabled to deliver How can I understand what customers want and need? I need to understand more about what you want from me
  • 23. #SPLICEwebinar Inherent Value Productivity Company financial performance Employee performance Sales performance Employee retention Customer Demands Instant responses Personalization Quality products Service quality Transparency in communications & products Trust Anticipate Needs Customer loyalty Employees at the Core
  • 25. #SPLICEwebinar Change Comes from Within Best Practices Create a Shared Understanding of the Customer Experience Vision Create Consistent Communications and Standards Provide Employee CX Training Provide Recognition and Rewards Celebrate Successes Publicly Align Hiring Requirements to CX Strategy Tie Incentives and Advancement Directly to CX Success
  • 26. #SPLICEwebinar Tips for Customer Centricity Define the CX vision based on business and brand strategy, customer insights, and market trends. Define the customer lifecycle stages and major interaction points with your customers. Define and design end-to-end omni-channel customer journeys. Determine the impact of the journey designs on people, processes, technology, leadership, structure. Brand & CX Vision, Charter, Strategy CX Understanding
  • 27. #SPLICEwebinar Tips for Customer Centricity Define customer-centric measurements and KPIs, Create a CX KPI dashboard for continuous monitoring and improvement, Define the CX vision based on business & brand strategy, customer insights, and market trends. CX Transformation Map CX KPI Dashboard
  • 28. #SPLICEwebinar Transforming Organization? Holacracy New Organizational Forms Empty Chair at the table Practical empathy strategy Undercover boss-Walk in ‘their’ shoes New metrics Net Promoter Score Net Effort Score Emotion Scoring Heuristic jobs Align with CX complexity Lattice Culture Adding the human touch
  • 29. #SPLICEwebinar The “Little Things” Matter Emphasize Security Trusted Guarantee Make Technology a Helpful Tool Facilitate Innovation Connect with Community Care and Support
  • 30. #SPLICEwebinar Bringing CX to Life Umpqua Bank Appeal to sensorial, behavioral, social, cognitive receptors. Deep Community Relations
  • 31. #SPLICEwebinar Bringing CX to Life Ritz Carlton Ladies and Gentlemen serving Ladies and Gentlemen
  • 33. #SPLICEwebinar Thank You! To learn more about SPLICE, go to www.SPLICEsoftware.com To learn more about CXU, go to www.cxuniversity.com