Customers will never love the company until the employeeslove it first
-Simon Sinek
Get input from
CSRs and
FRONTLINEMANAGERS
Increased
EMPLOYEE
ENGAGEMENT
drives CX, which
impacts DESIRED
OUTCOMES
5 Establish/Update CustomerService Standards
Clearly DEFINE service standards
Success REQUIRES DEFINITION
Set performancestandards by
customer TOUCH
POINT
PUBLISH STANDARDS to
staff, partners and
customers
Successfully MANAGE EXPECTATIONS
Gain INTERNAL
ADOPTION6
Identify the primary CX CHAMPION
Formally EDUCATELeadership
Host EDUCATION SESSIONS for working teams and stakeholders…be inclusive
Document, Document, Document
Assemble your TEAM and Establish CONTINUOUS COLLABORATION
Champion CUSTOMER
INSIGHTS to Action
Identify and PRIORITIZE key segments and
opportunities
COMMUNICATE and co-createproposed strategy
Create a ‘TASK FORCE’
Develop a ‘Shared Vision’ of success
Communicate
RESULTS
Use the right
PRESENTATION
TOOLS
Help Your Data STAND OUT
Source: LeaPica.com
…and Prevent THISfrom Happening:
Source: LeaPica.com
• 60% of mobile visitors didn’t find what they were looking for.
• “I find searching your site really frustrating. All I wanted to do was download a form and I couldn’t. Please make the site better for customers!” (Score = 32)
Survey Feedback
Note: Not Actual Data Source: LeaPica.com
Note: Not Actual Data
Source: LeaPica.com
60% of Mobile Visitors didn’t find what they needed !
“I find searching your
site really frustrating. All
I wanted to do was
download a form and I
couldn’t. Please make the
site better for
customers!” (Score = 32)Source: LeaPica.com
Final Thought…
YOUR BUT is
TOO BIG
1. Identify who your customers are
2. Actively Listen to your customers
3. Measure
4. Analyze Employee Engagement
5. Establish customer service standards
6. Gain internal adoption
7. Champion customer insights to action
Steps towards
OMNICHANNEL
SUCCESS
Dave Lewan, Vice President Public Sector and Canada