voice of the customer - more than surveys 2017-07-11...jul 11, 2017 · uncover your competitive...
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Proprietary/Confidential
VoiceoftheCustomer:MoreThanSurveys
July11,2017
©2017HarlandClarke.Allmarksarethepropertyoftheirrespectiveowners.Allrightsreserved.
Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.
Havequestions?Usethequestionspanel– we’llfieldthemaswegoandduringtheQ&Arecapattheendofthecall.
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Presenters
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StephenNikitasSeniorStrategist Director,HarlandClarke• 30yearsexperience,includingseniorexecutiveatfinancialinstitutions
inNewYork,CaliforniaandMassachusetts
• Providesconsultativeservicestobanksandcreditunionsthatresultinsignificantgrowthratesinloans,deposits,accountsand retention
JohnBeriganExecutiveVicePresident,CustomerServiceProfiles(CSP)• Morethan20yearsincustomerexperience
• Providesstrategicleadershipandprimarycontactforclientprojects
©2017HarlandClarke.Allrightsreserved.
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Today,We’llDiscuss…
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● Customerexperience:Perceptionvs.Reality
● Qualitysurveymethodology
● Beneficialbenchmarkingdata
● Insightsfromkeydriveranalysis
● Performanceimprovementassessments
©2017HarlandClarke.Allrightsreserved.
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CustomerExperience:MorePerceptionthanReality
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Source:BankAdministrationInstitute.(2016).RetailBankingOutlook[PowerPointslide].Retrievedfromhttp://bai.adobeconnect.com/p46pkgu8ivk
HowBanksSeeThemselvesvs.HowtheConsumersSeeThem
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Ittakesmorethanasurveytochangeconsumerperception
5 ©2017HarlandClarke.Allrightsreserved.
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UncoverYourCompetitiveAdvantage
VoiceoftheCustomer OtherSolutions
SurveyChannels&Methodology• Multipleoptions,includingcustomerpanelsurvey
• Fullycustomizable
• Pre-packaged• Fewoptions• Littlecustomization
Benchmarking
• Peergroupcomparisonby:o Assetsizeo Regiono State
• Nocomparativebenchmarking
Consultation&DataAnalysis
• Real-timedataviaweb-basedreporting
• Keydriversforeverychannel• Executivesummarypresentedbydedicatedcustomerexperienceexpert
• Noidentifyingkeydrivers• Noexecutivesummary;usermustinterpretdataandreports
ClientEducation• ChangeManagement• Managerdevelopmentandtraining
• Notrainingorimprovementplan
6 ©2017HarlandClarke.Allrightsreserved.
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GainFaster,BetterInsights
AdvantagesofanOmni-ChannelApproach
Methodologies• Customerpanel• Web• Mobile• Phone• Combination
Advantages• Customizablesurveyquestions• Unbiasedfeedback• Statisticallyrelevantdata• Varietyandmulti-branchdemographics• Customerverbatimcomments• Identifiesemployee• Actionableinsight
7 ©2017HarlandClarke.Allrightsreserved.
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ImprovetheCustomerExperienceThroughBenchmarking
IndustryComparisono Channelo Assetsizeo Geography
Real-time,Web-basedReportingo Executivedashboard
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Source:CSPdata
©2017HarlandClarke.Allrightsreserved.
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IdentifyKeyDriverstoCreateActionableData
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Runseveralstatisticalanddiagnostictestsonyourdata• Academicallyrigorous,valid,reliable• Stablewaytocomparetheimportanceofallsatisfactioncriteria
PinpointKeyDrivers
Identifyemployeebehaviorswiththemostimpact• Plus,analyzewhichtransactionbehaviorsareconnectedtooverallsatisfaction
• Customerserviceskills*+
• Professionalism*• Timelymanner*
Definedbythecustomeras:• Greetcustomer*• Actinaprofessionalmanner*• Makecustomerfeelwelcome*
*Indicateskeydriverofcustomersatisfaction+Positivelyinfluencesloyaltyindexscores
KeyDrivers
Employeebehaviorthatinfluencescustomersatisfactionandloyalty
Howyourcustomersdefine“satisfaction”behaviors
EmployeeBehaviors
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Whatdowedowiththisdata?
Whatisittellingus?
WhatreportsshouldIlookat?
HowdoIcoachmyteams?
Whatshouldourfocusbe?
CycleofSuccess– OtherCXVendors
©2017HarlandClarke.Allrightsreserved.
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CycleofSuccess– OurApproach
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Q&AWrapUp
Typeyourquestioninthequestionspanel
Stephen NikitasSenior Strategy Director, Harland Clarke
John BeriganExecutive Vice President, Customer Service Profiles (CSP)
Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.
Visitharlandclarke.com/webcastsforthisandpreviousevents.
harlandclarke.com/LinkedIn
harlandclarke.com/Twitter
www.harlandclarke.com/webcasts
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ThankYou