ecs 26th nov - grass roots fusion 14.20 main hall - final
TRANSCRIPT
ADD FOOTER HERE IF NEEDED (OR DELETE)
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
THIRSTY FOR MORE?