ecs 26th nov - grass roots fusion 14.20 main hall - final

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Profit Revenue Growth

Productivity Customer

Satisfaction

WHY?

1. Are you responsible for Customer Experience?

2. Do you look after Employee Engagement?

3. How often do you work together?

4. Anyone look after both?

SO WHO IS RESPONSIBLE?

WHAT EMPLOYEES WANT…

SKILLS

KNOWLEDGE

REWARD & RECOGNITION

WHAT CUSTOMERS WANT…

SERVICE EXCELLENCE

IMMEDIACY

CONTEXT & PERSONALISATION

Where are you?

CUSTOMER ADVOCACY

EMPLO

YEE AD

VOC

ACY

0 1 2 3 4 5 6 7 8 9 10

10

9 8

7 6

5 4

3 2

1 0

A

DV

OC

AT

ES

PA

SS

IVE

S D

ET

RA

CT

OR

S

Overt Criticism

Sleep Walking to Problems

Universal Advocacy

Unsustainable Growth?

DETRACTORS PASSIVES PROMOTORS

Employee Engagement intervention opportunity

Customer Engagement intervention opportunity

0 1 2 3 4 5 6 7 8 9 10

Competitor B

Competitor A

AD

VO

CA

TE

S P

AS

SIV

ES

DE

TR

AC

TO

RS

DETRACTORS PASSIVES PROMOTORS

EMPLO

YEE AD

VOC

ACY

Your focus areas

CUSTOMER ADVOCACY

12

2011 2015

45%

83%

Rolling NPS Performance Post Purchase

2012 2013 2014

£ 10.5% GROSS SALES

13

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