Creating Awe-Inspiring Customer and Associate Experiences
Michael Pace
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
Awe-Inspiring Experiences begin with a strong foundation and pillars of strategy excellence
Awe-Inspiring Experiences
Quality
Cost
/ Scale
/
Fle
x
People
Well M
anaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture
Strong Foundations
Articulated & Internalized Culture
Best Talent
(Right) Technology
Process Management
Data Insights
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
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
(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
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
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
Pillars of Service Strategy Excellence
Quality of Experience
Cost / Scale / Flexibility
People
Well Managed Environment
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
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
People
A round cycle slide because it is a presentation
Associate morale
Associate engagement
FTE attrition
FTE transfers and promotions
Staff to forecast staff
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
Awe-Inspiring Experiences begins AND ENDS with a strong foundation and pillars of strategy excellence
Awe-Inspiring Experiences
Quality
Cost
/ Scale
/
Fle
x
People
Well M
anaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture
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/
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