1.BEST PRACTICES IN BUILDINGA SUCCESSFUL VoC PROGRAM Karine Del MoroSenior Director

2. WHY NOW? 3. WHAT IS VoC 4 Copyright 2012 Confirmit. All Rights Reserved 4. WHAT IS VoC 5 Copyright 2012 Confirmit. All Rights Reserved 5. KEY STEPS Define Design Capture Analyze Act Review6Copyright 2012 Confirmit. All Rights Reserved 6. A VISUALIZATION OF THESE KEY STEPS 7 Copyright 2012 Confirmit. All Rights Reserved 7. DEFINE 8 Copyright 2012 Confirmit. All Rights Reserved 8. DEFINEPurpose Executive buy-in Robust business case Understand your customersjourney 9 Copyright 2012 Confirmit. All Rights Reserved 9. EXEC BUY INBusiness Issues IncreasedReduced CultureRevenue CostChangeProcess Customer centricity / Reduced churnimprovementBrand promise Compliance / process Cross functionalImprove cross sellconsistency changeAttract new customers 10Copyright 2012 Confirmit. All Rights Reserved 10. AND YOUR BUSINESS ISSUES1. Promote a customer centric culture2. Reduce costs through process improvements3. Attract new customers4. Reduce customer churn 11Copyright 2012 Confirmit. All Rights Reserved 11. CUSTOMER JOURNEY MAPPING12 Copyright 2012 Confirmit. All Rights Reserved 12. DEFINE - TOP TIPUnderstand thelandscape Your business issues Your customer journey 13Copyright 2012 Confirmit. All Rights Reserved 13. DESIGN14 Copyright 2012 Confirmit. All Rights Reserved 14. DESIGNPurpose Roadmap Robust program architectureo Samplingo Channelso Questionnaireso Reportingo Closed loop 15Copyright 2012 Confirmit. All Rights Reserved 15. A KILLER SLIDEAnnual Revenue vs NPS$16,000$14,000$12,000$10,000 $8,000 $6,000 $4,000 $2,000 $-01 2 3 4567 89 10 NPSLifetime Value by Satisfaction $1,000$900$800 Lifetime Customer Value$700$600$500$400$300$200$100$0 01 234 56 7 89 10 Customer Satisfaction 16 Copyright 2012 Confirmit. All Rights Reserved 16. MODULAR DESIGN: CONSISTENT, YET FLEXIBLEA consistent and comparable set of Corporate metrics A consistent and comparablemeasure of People across the business A unique Survey for a touchpoint 17Copyright 2012 Confirmit. All Rights Reserved 17. DESIGN TOP TIPFocus ahead Prepare for your killer slide Flexible Program framework 18Copyright 2012 Confirmit. All Rights Reserved 18. IMPLEMENT 19Copyright 2012 Confirmit. All Rights Reserved 19. ENGAGING EXPERIENCES20 Copyright 2012 Confirmit. All Rights Reserved 20. IMPLEMENT TOP TIPBring it all together Use all sources of data Engage your audience 21Copyright 2012 Confirmit. All Rights Reserved 21. ANALYZE 22Copyright 2012 Confirmit. All Rights Reserved 22. REPORTING DRIVING ACTION? Action RequiredNPS Score 27.3% Promoters$150,435 Drive word of mouth Detractors $72,372Follow up with clientResponse Rate 42% Non-respondents$320,000 Improve response rateOutstanding Alerts 1Action Now23 Copyright 2012 Confirmit. All Rights Reserved 23. MAKE IT EASY Action RequiredNPS Score 27.3% Promoters$150,435 Drive word of mouth Detractors $72,372Follow up with clientResponse Rate 42% Non-respondents$320,000 Improve response rateOutstanding Alerts 1Action NowAction Required NPS Score 27.3%Promoters$150,435 Drive word of mouthDetractors $72,372Follow up with client Response Rate 42%Non-respondents$320,000 Improve response rate Outstanding Alerts 1Action Now 24Copyright 2012 Confirmit. All Rights Reserved 24. MAKE IT EASY Action RequiredNPS Score 27.3% Promoters$150,435 Drive word of mouth Detractors $72,372Follow up with clientResponse Rate 42%Non-respondents $320,000 Improve response rateOutstanding Alerts 1Action Now25 Copyright 2012 Confirmit. All Rights Reserved 25. MAKE IT EASY Action RequiredNPS Score 27.3% Promoters$150,435 Drive word of mouth Detractors $72,372Follow up with clientResponse Rate 42% Non-respondents$320,000 Improve response rateOutstanding Alerts 1Action Now26 Copyright 2012 Confirmit. All Rights Reserved 26. DONT LOSE THE INDIVIDUAL 27Copyright 2012 Confirmit. All Rights Reserved 27. ANALYZE - TOP TIPTake people on ajourney Call to action Bring data alive28 Copyright 2012 Confirmit. All Rights Reserved 28. ACT 29Copyright 2012 Confirmit. All Rights Reserved 29. STRATEGIC AND TACTICAL ACTIONS CustomerTacticalActionClosed Loop CaptureRoot Cause ActionAnalysisAlertPrioritize Strategic Action 30 Copyright 2012 Confirmit. All Rights Reserved 30. ACTWho owns the Program? 31Copyright 2012 Confirmit. All Rights Reserved 31. ACT 32Copyright 2012 Confirmit. All Rights Reserved 32. ACT TOP TIPHarness the power Balance the strategic &tactical Go viral 33Copyright 2012 Confirmit. All Rights Reserved 33. REVIEW34 Copyright 2012 Confirmit. All Rights Reserved 34. REVIEW - TOP TIP Define Design Capture Analyze Act35 Copyright 2012 Confirmit. All Rights Reserved 35. ANY QUESTIONS 36Copyright 2012 Confirmit. All Rights Reserved