audaexplore presentation for peoplemetrics

Employee trends

That matter To customer experience By Sean McDade, PeopleMetrics

Want the slides? info.peoplemetrics.com/auda

Age of Manufacturing

Age of Distribution

Age of Information

Source: We Have Entered The Age of the Customer, Forrester

Age of Manufacturing

Age of Distribution

Age of Information

Age of Disruption

Source: We Have Entered The Age of the Customer, Forrester

a new age We have entered

88% of CEOs say getting closer to the customer is a top business priority

Source: 2010, IBM Report: “Capitalizing on Complexity: Insights from the Global Chief Customer Officer Study.”

results Cx leads to business

Source: The Watermark Consulting 2013 Customer Experience ROI Study

Getting Everyone is

better

Listening to customers

The insurance industry? Why is this important for

Property and Casualty

(n=491)

in the property and casualty industry Trust drives the customer experience

This sector is clearly winning at trust

But, not all providers are created equal

The Employees are changing perspectives

And employee interactions are key So I get it, cx is important

…So where do I start?

With your culture.

“Culture is what people do…

…when no one is looking.”

Findings from that study? What are some of the

We uncovered 5 dimensions of a customer centric culture…

We uncovered 5 dimensions of a customer centric culture…

And calculated a cx culture score

75%

64%

58% 48% Cx Gotten

Worse

Cx Stayed Same

Marginal Improvement

Significant Improvement

Engaged employees 71%

62% 54%

Engaged Employees

On-the-Fence Employees

Disengaged Employees

We found 5 dimensions

How we hire, reward, and manage

How we hire, reward, and manage Rewards are driven by

customer success

Customer commitment is important in hiring


How we make decisions


How we make decisions Emphasize retention

over acquisition We use language that is easily understood



How we work together



How we work together Delivering exceptional internal

experiences is emphasized Leaders seek ideas and

suggestions from employees




What we talk about




What we talk about We make it a habit to

share external feedback We regularly tell

stories about customers




What we talk about

What we expect




What we talk about

What we expect The customer experience

shapes the way work happens Customer promises result

in solid actions




What we talk about

What we expect

How we • hire, reward, manage 57%

• make decisions 57%

• work together 59%

• talk about 65%

• expect 78%

What we

Performance differs across dimensions




What we talk about

What we expect




What we talk about

What we expect

Delivering exceptional internal experiences is emphasized

Leaders seek ideas and suggestions from employees

24 pts 70% 46% Engaged Employees Disengaged Employees

How We Work Together Point difference indicates a differentiator.

Working Together Drives Employee Engagement and Fosters Trust




What we talk about

What we expect




What we talk about

What we expect

Rewards are driven by customer success

Customer commitment is important in hiring

10 pts 62% 52% High Cx Performers Starting Outs

How We Hire, Reward, Manage Point difference indicates a differentiator.

One aspect differentiates

CUSTOMER TRUST IS A DIRECT RESULT OF YOUR EMPLOYEE INTERACTIONS

THE BOTTOM LINE IS THAT

How we • hire, reward, manage

• make decisions

• work together

• talk about

• expect

What we

Summing it all up

Overall Cx Culture Score

Employee Engagement

External Customer Experience

Now I ask you…

Is your

here? Customer

Are you ? Sure

Get a sense of where your Cx is – and advice on how

to improve

Join the Movement

Ask me about a

complimentary Cx Consultation with instant Cx IQ score

Thank you! Sean McDade, CEO [email protected] @PeopleMetrics www.peoplemetrics.com

Want the slides? info.peoplemetrics.com/auda

mailto:[email protected]

http://www.peoplemetrics.com/

Questions?

audaexplore presentation for peoplemetrics

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