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WEBINAR Want To Improve Customer Experience? Get Serious With Your Voice Of The Employee Program

WEBINAR Want To Improve Customer Experience? Get Serious With Your Voice Of The Employee Program. Maxie Schmidt-Subramanian, Senior Analyst Samuel Stern, Senior Analyst. March 19, 2015. Call in at 10:55 a.m. Eastern time. Agenda. The voice of the employee (VoE) is critical to improving CX.

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WEBINAR Want To Improve Customer Experience? Get Serious With Your Voice Of The Employee Program

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  1. WEBINARWant To Improve Customer Experience? Get Serious With Your Voice Of The Employee Program Maxie Schmidt-Subramanian, Senior Analyst Samuel Stern, Senior Analyst March 19, 2015. Call in at 10:55 a.m. Eastern time

  2. Agenda • The voice of the employee (VoE) is critical to improving CX. • Use VoE programs to identify and fix issues in CX ecosystems. • How to design robust and successful VoE programs

  3. Agenda • The voice of the employee (VoE) is critical to improving CX. • Use VoE programs to identify and fix issues in CX ecosystems. • How to design robust and successful VoE programs

  4. Companies don’t understand enough about why CX fails.

  5. Customer feedback helps understand this ? But it misses everything below the line of customer visibility. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  6. Leaving you blind to major pieces of your CX ecosystem where the root of bad CX lies Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  7. Employees see that and more, but firms collect their feedback only sporadically 77%

  8. Use VoE to penetrate the CX ecosystem Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  9. Voice of employee is Any feedback from employees or partners that pertains to their ability to deliver great customer experiences.

  10. VoE helps CX pros resolve many types of issues • Create a more nuanced view of customer interactions. • Understand how issues with policies, processes, or technology systems affect employees’ ability to deliver the intended experience to customers. • Understand how behind-the-scenes activities affect the customer experience. • Understand how workplace culture issues affect employees’ motivations and abilities to deliver the intended experience. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  11. Agenda • The voice of the employee (VoE) is critical to improving CX. • Use VoE programs to identify and fix issues in CX ecosystems. • How to design robust and successful VoE programs

  12. Four key steps to “CURE” broken experiences with your VoE program Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  13. Poll Do you currently have a voice of the employee program? Yes No If yes, do you collaborate with HR in your VoE program? Yes No

  14. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  15. VoE comes in many forms Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  16. Comprehensive: Red Robin International collects and combines many sources of feedback 26,000 employee experience surveys Yammer access for all restaurants Solicit email feedback Portal of pain Facilitated feedback sessions

  17. Disciplined: Crowe Horwath International makes feedback collection part of a process Clients submit feedback about engagements. Employees append notes about what worked and what didn’t as part of the standardized workflow process. Result: more timely feedback and more improvements

  18. Easy: E.ON lets employees document recurring issues and suggest solutions Substantial contribution to E.ON’s 30-point NPS increase

  19. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  20. John Deere Financial combines customer and employee feedbacks Priority

  21. Sage Software North America conducts journey mapping with employees Quarterly readout sessions Q1 Q2 Q3 Q4 Journey mappingsessions

  22. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  23. John Deere Financial created a category of “just do it” ideas Needs additional research “Just do it” Closed — already implemented or don’t do now Requires technical support

  24. Fidelity’s Workplace Investments employees helped prioritized systemic issues

  25. Cisco Systems co-created solutions to a systemic issue with salespeople

  26. Source: January 8, 2015, “Cure Broken Customer Experiences With Voice Of The Employee Programs” Forrester report

  27. KPN’s ambassador smartphone app made transparent how feedback was used App Complaint handling system Assigned internally Alerts and intranet presence

  28. Cisco Systems’ two-tiered feedback process recognizes employees Public summary and thanks Personal follow-up

  29. Agenda • The voice of the employee (VoE) is critical to improving CX. • Use VoE programs to identify and fix issues in CX ecosystems. • How to design robust and successful VoE programs

  30. Recommendations Inventory current VoE sources, and build a road map for closing gaps. Free up and train employees to improve feedback quality. Make giving feedback a priority for employees. Identify which VoE vendors can help.

  31. Poll Which types of vendors are you using in your VoE program? CFM/VoC vendors Ideation/collaboration platforms HR consultancies Enterprise social networking platforms

  32. Poll Have you mapped the employee journey? Yes, and we have also mapped the customer journey. Yes, but we haven’t mapped the customer journey. No, but we have mapped the customer journey. No, but we haven’t mapped the customer journey either.

  33. Create a voice of employee culture #OwntheMoment

  34. Selected Forrester Research November 21, 2014, “How To Drive Action With Your VoC Program” June 20, 2014, “The State Of Voice Of The Customer Programs, 2014: It’s Time To Act” March 14, 2014, “How To Build A Customer-Centric Culture”

  35. Questions for us?

  36. Maxie Schmidt-Subramanian +1 617.613.6746 mschmidt@forrester.com Twitter: @maxieschmidt Samuel Stern +1 617.613.6033 sstern@forrester.com Twitter: @samsternjones

  37. Who we interviewed Capital One Cisco Systems Clarabridge Crowe Horwath International Fidelity’s Workplace Investments John Deere Financial KPN Medallia Nice Systems PeopleMetrics Qualtrics Questback Red Robin International Rogers Communications Sage Software North America Towers Watson Verint Systems Wocas Yammer

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