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TRANSCRIPT
10StepstoCreatingandSustainingaCustomer
CentricCultureEvans A. Manolis
President – Marketii Medical
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Before We Get Started
• The Webinar is “ listen only” and is being recorded
• A link to the session recording and a PDF of the slide deck will be sent to all registrants afterwards
• To submit questions, use the Question Panel of the GoToWebinar console
• Visit the Service Strategies Network group on LinkedIn to continue today’s discussion
ABOUT SERVICE STRATEGIES• A global Service Improvement Company focused on the technology services marketplace.
• Offerings include consulting, training, standards.• Standards and certification programs for:
• Professional Services Organizations• Technical Support Organizations • Field Service Organizations• E‐Service
• Career development and training programs for professionals working in the service organization.
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I’MGOINGTOBOREYOU!
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WHAT?
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WHEREAREYOUTODAY?www.marketiimedical.com
CreatingandsustainingacustomercentricorganizationSixLevelsofCustomerExperienceMaturity
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Thisdescribesacompanythathaslittle
ornointerestincustomerexperience
anddoesn'tunderstandthe
benefitsaCXprogramcouldbringtoits
business
LevelZero
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Thisdescribesacompanythatisinterestedin
customerexperience,buttheinitiative
receiveslittlefundingorinternalsupport
LevelOne
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Thisdescribesacompanythatis
investedincustomerexperience.Itfundstheinitiativeandformalprogramsbegintoemerge
LevelTwo
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Acompanyatthislevelisfullycommittedto
customerexperience.Itunderstandsthatcustomerexperienceiscritical forbusiness
successandsenior‐level
executivesareactivelyinvolved
LevelThree
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Thislevelindicatesanorganizationthatisactivelyengaged.
Customerexperienceisacoretenantoftheoverallbusinessstrategy
LevelFour
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Organizationsatthislevelhaveachievedtruesophisticationinprovidingcustomerexperience.Itis
embeddedwithintheDNAoftheorganization
LevelFive
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Whereareyoutoday?Whatlevelisyourcompanyattoday
LevelZero
LevelOne
LevelTwo
LevelThree
LevelFour
LevelFive
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“80% of customers who switch suppliers expresssatisfaction with their previous supplier.Satisfaction has become the price of entry, not theway towin.” ShaunSmith‐Smith&Co.
10StepsToCreateACustomerCentricCulture
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ThinkMarathonNotSprint
ItAllStartsWithLeadership
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CreatingACXVision
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BuildingACXTeam
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FindingInternalEvangelists
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TheImportanceofCrossFunctionalBuy‐In
Sales
Marketing
Quality
Executive
R&D
Service
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GettingaGriponCXData
• Measuring
• Managing
• Makingitactionable
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DifferentTypesofSurveys
• Transactional
• Relationship
• Employee
• WebBasedorTelephoneBased?
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MakeSureYouAreMeasuring
• Satisfaction
• Loyalty(NPS)
• CustomerEffort/Ease
• Importance
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RecognizeandRewardYourEmployees
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MarketandCommunicate
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Value
Differentiation
Branding
BuildCompanyValuesAroundCustomerExperience
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TheEffectofBadService
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From20to310,000,000and900,000,000
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