how happy workers make happy customers

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Post on 08-Jan-2017

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  • Spending ~4 HOURS in a 40-hour workweek just looking for answers.

    Not getting regular, constructive feedback ontheir performance.

    BEING UNMOTIVATED by negative feedbackduring an obsolete year-end performance review.

    OLD TECHNOLOGY green screens, client server,bad design, etc.

    Only 34% OF EMPLOYEES ARE ENGAGED,largely due to a LACK OF MOBILITY and/or aflexible way of working.

    Customers are most frustrated by having to go throughMULTIPLE EMPLOYEES to resolve A SINGLE ISSUE.

    Having to go through multiple systems and/oremployees to complete a single transaction.

    Being left to wonder WHAT HAPPENS NEXT? thanks to a lack of visibility into processes.

    Cumbersome or OUTDATED USEREXPERIENCES in design and beyond.

    72% of mobile users say its important to themthat websites are mobile-friendly, yet 96% havevisited a site that isnt.

    HOW HAPPY WORKERSHAPPY CUSTOMERSMAKE

    Not being known by a brand(40% of customers EXPECT CUSTOMER SERVICE AGENTS TOBE FAMILIAR WITH THEIR HISTORY before engaging with them).

    Appirios Virtuous Cycle is about empowering workers to deliver a better Customer Experience, and improving the Worker Experience by treating employees like customers. Appirio connects data and processes; no more silos. We dont just talk strategy; we live it. By helping workers enjoy and do their jobs more efficiently, youre also ensuring the development of a larger, happier customer base.

    1. T.J. Keitt, Forrester Research analyst2. Research from Kansas State University, Eastern Kentucky University, and Texas A&M3. Forrester Research

    4. 2013 Dimensional Research survey5. Google survey6. 2013 NICE survey

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    The SOLUTION

    FRUSTRATESwhat

    WORKERS

    FRUSTRATESwhat

    CUSTOMERS

    ELIMINATE BARRIERSbetween workers & the info they need

    Use systems that

    Provide aCONSUMER-GRADEexperience for your workforce

    thePROBLEM

    Employee Productivity(EMPLOYEE

    PERFORMANCE)

    Employee Loyalty(EMPLOYEE

    RETENTION )

    Energized Workers(EMPLOYEE

    ENGAGEMENT)

    Company Growth (PROFIT)

    Customer Loyalty(REPEATBUSINESS)

    Customer Satisfaction(NPS)

    WorkerEXPERIENCE EXPERIENCE

    Customer

    We believe Worker and Customer Experience are intrinsically linked and must be addressed together. By leveraging cloud technology, new ways of working like crowdsourcing, and using solution accelerators to rapidly build and integrate solutions, customers can create both amazing Worker and Customer

    ACTIONABLE STRATEGY | CLOUD IMPLEMENTATION & INTEGRATION | CHANGE ENABLEMENT

    APPLICATION DEVELOPMENT | ONGOING SUPPORT

    About Appirio

    Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the worlds largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of the worlds largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.

    the

    RESOLUTIONAppirios Virtuous Cycle

    apply new workforce modelsNEW WAYS PEOPLE WORK;Adapt to the

    Sources:

    Empower all categories of worker with tools to manage their work and career on devices they prefer

    Empower workers to contribute content and insights in real time

    Connect workers through communities to others working on common goals

    Provide decision-makers with proactive insights about the business

    Knowing your customer and what they need

    Benchmarked Customer Engagement

    Persona Journey Mapping

    Anticipating their needs and desires

    Mobile applications that are innovative

    Social Communities promoting peer-to-peer collaboration

    Delivering on their expectations through sales, services, and marketing

    Actionable Data for employees to use

    Collaborative capabilities to work smarter

    Integrated CX Data Availability

    Omni-Channel View of CX interactions

    Visibility across customer experience

    Eliminate redundant steps in workflows and tasks

    Promote social use cases as ubiquitous

    !

    BREAKTHROUGH DIGITALMOMENTS

    to sell & service

    Create

    ENGAGED WORKFORCEEmpower an

    to improve service

    GainMEANINGFUL INSIGHT

    into customer behavior

    ?

    Reduce reliance on top-down communications from HR

    Address the needs of users who may be employees, contractors, or retirees

    Deliver insights on any device favored by managers and leaders

    Tie business metrics to business outcomes in a way that helps tell a story

    Rewarding and gamified loyalty programs

    IoT Capabilities

    Targeted and smart marketing touches

    Relevant & Focused lens on the comprehensive data

    Fun and engaging ways to interact with customers

    Self-service capabilities for customers AND employees