how to achieve and communicate results
TRANSCRIPT
How to Achieve &
Communicate Results
Kyle Groff, Ph.D.Principal Consultant, CX
Qualtrics
2
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Housekeeping
©2015 QUALTRICS LLC.
3
Executing a Customer Experience ProgramDay 1: How to Build a CX VisionBruce PaulPrincipal Consultant, Customer Experience
o Building a Plano Creating Alignmento Implementing a Platformo Planning Key Milestones
Day 2: How to Execute Your VisionJamie MorningstarProduct Management Leader
o Omni-Channel Measuremento Identifying Key Driverso Analysis & Reportingo Testing & Iterating
Day 3: How to Change Your CultureBenjamin Granger, Ph.D.Principal Consultant, Employee Insights
o Understanding Different Cultureso Promoting an Ideal Culture: Organizationso Promoting an Ideal Culture: Managers o Promoting an Ideal Culture: Employees
Day 4: How to Achieve & Communicate ResultsKyle Groff, Ph.D.Principal Consultant, Customer Experience
o Tracking Customer Outcomeso Demonstrating ROIo Driving Executive & Business
Communicationo Defining a Path Forward
©2015 QUALTRICS LLC.
Kyle Groff, Ph.DPrincipal Consultant, Customer Experience (CX)
©2015 QUALTRICS LLC.
What is ROI to you?
“NPS is up 10 points!!!!!”- (NON-ESSENT IAL) VOC MANAGER
©2015 QUALTRICS LLC.
“Our CSAT has never been higher!!!!!”- ( SOON-TO -BE LOOKING FOR EMPLOYMENT) CUSTOMER INS IGHT D IRECTOR
©2015 QUALTRICS LLC.
77%
©2015 QUALTRICS LLC.
30%
©2015 QUALTRICS LLC.
“NPS is up 10 points!” 77% $
©2015 QUALTRICS LLC.
Behavioral Likelihood
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Actual Behavior
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
©2015 QUALTRICS LLC.
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Actual Behavior
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
100%
©2015 QUALTRICS LLC.
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Actual Behavior
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
9%
©2015 QUALTRICS LLC.
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Actual Behavior
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
9%
40%
©2015 QUALTRICS LLC.
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Actual Behavior
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
9%
40%
90%
©2015 QUALTRICS LLC.
The Goal
9%
90%
©2015 QUALTRICS LLC.
Repurchase
0%
100%
0 1 2 3 4 5 6 7 8 9 10
Repurchase
BEHAVIORALL IKEL IHOOD
CUSTOMER SATISFACTION
16%
44%
81%
©2015 QUALTRICS LLC.
Company XFINANCIAL PROFILE CUSTOMER PROFILE
$100 Million 50%
34%
16%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
50%
34%
16%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
50%
34%
16%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
50%
34%
16%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
50%
34%
16%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
RETAINEDREVENUE INDEX
40.50
14.96
2.56
=
=
=
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
50%
34%
16%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
RETAINEDREVENUE INDEX
40.50
14.96
2.56
=
=
=
58.02
©2015 QUALTRICS LLC.
Retained Revenue Index
58.02CURRENT RRI
CUSTOMER PROFILE
50%
34%
16%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
51%
34%
15%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
51%
34%
15%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
51%
34%
15%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
51%
34%
15%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
RETAINEDREVENUE INDEX
41.31
14.96
2.40
=
=
=
©2015 QUALTRICS LLC.
CUSTOMER PROFILE
51%
34%
15%
BEHAVIORAL L IKELIHOOD
81%
44%
16%
x
x
x
RETAINEDREVENUE INDEX
41.31
14.96
2.40
=
=
=
58.67
©2015 QUALTRICS LLC.
Retained Revenue Index
58.67FUTURE RR I
34
-( )ROI =
Future RRI
Current RRI
Current RRIx Current
Revenue
©2015 QUALTRICS LLC.
35
-( )ROI =
58.67 58.02
58.02x $100 M
©2015 QUALTRICS LLC.
36
$1,120,303.34
©2015 QUALTRICS LLC.
Communication Strategy
The single biggest problem in
communication is the illusion that it has taken
place.- GEORGE BERNARD SHAW
©2015 QUALTRICS LLC.
Media
COMMUNICATION PLAN
Content Audience
©2015 QUALTRICS LLC.
General Value
Quick Wins Metrics Biz Impact
Content
©2015 QUALTRICS LLC.
Weekly
Newsletter
Company
Intranet
CX Dashboards
Leadership
Meetings
Trainings
Media
©2015 QUALTRICS LLC.
CEOProduct
Operations
Audience
Development
Marketing
Call Center
EXECUTIVE VP DIRECTOR
©2015 QUALTRICS LLC.
Q & A
44
Executing a Customer Experience ProgramDay 1: How to Build a CX VisionBruce PaulPrincipal Consultant, Customer Experience
o Building a Plano Creating Alignmento Implementing a Platformo Planning Key Milestones
Day 2: How to Execute Your VisionJamie MorningstarProduct Management Leader
o Omni-Channel Measuremento Identifying Key Driverso Analysis & Reportingo Testing & Iterating
Day 3: How to Change Your CultureBenjamin Granger, Ph.D.Principal Consultant, Employee Insights
o Understanding Different Cultureso Promoting an Ideal Culture: Organizationso Promoting an Ideal Culture: Managers o Promoting an Ideal Culture: Employees
Day 4: How to Achieve & Communicate ResultsKyle Groff, Ph.D.Principal Consultant, Customer Experience
o Tracking Customer Outcomeso Demonstrating ROIo Driving Executive & Business
Communicationo Defining a Path Forward
©2015 QUALTRICS LLC.
Thank You!