Talk to Walk:

Revolutionizing your Service Culture

Twitter: @mpace101 #ACCE2011

#ACCE2011

Michael Pace

Director of Customer Support & Community Management

Constant Contact

Twitter: @mpace101LinkedIn

Blog: www.thepaceofservice.com

Twitter: @mpace101

#ACCE2011Twitter: @mpace101

Twitter: @mpace101 #ACCE2011

Twitter: @mpace101 #ACCE2011

Twitter: @mpace101 #ACCE2011

1.

4.

2.

3.

5.

Clear Priorities

Metrics that Matter

Reinforce Beliefs

Organized to Support

Service Purpose / Vision

Twitter: @mpace101 #ACCE2011

Clear Priorities

Twitter: @mpace101 #ACCE2011

“If you don’t know where you are going, you are liable to end up someplace else”

- Yogi Berra

Service Purpose / Vision

“Employees shouldn’t be expected to deliver first-rate service if management can’t first

define it”- Horst Schulze (retired President of the Ritz

Carlton Hotel Company

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Metrics that Matter

It’s not about You, it’s about THEM

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Metrics that MatterCustomer Need Drivers Critical to Quality (CTQs) Potential Process Metrics

CUSTOMER NAME: Awareness of Community (C-Sat Survey)End Customer - Primary Access to Peers & Experts # of 1st time visitors (Unique)

Partners & Prospects #/% of Returning visitorsConstant Contact Educational Informative Returning visitor frequency

Highly Engaging/Valuable Orig/Creating postsPost comments

Has my small biz/org interests at heart Views

Lithium Health IndexPlace where I can be heard, considered thought leader, participant, member, receive recognition Accepted Solutions

VOC/Uservoice submissionsIdea Forum submissions/posts (once platform enabled)Idea Forum Comments (once platform enabled)

Participant kudos

Saves time

Customer SatisfactionPlace you want to be (Satisfaction) Cost Saving NPS

Internal Community Satisfaction SurveyEasy to Use

Resolves Support Issues minimizing human contact (1 to many resolution Support Cost / Account

FTE SavedProvides Scale for organization Helps coach Incidents Saved

Channel MixRepository of Content

AcquisitionARPU

Achieves broader business metrics Customer Lifetime Value RetentionProfitabilityPartner Assistance

A highly engaging and valuable community

resource for our customers, partners and

prospects

Critical to Quality Tree

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Metrics that Matter

Friendly / Supportive

Efficient / High Value

Product Knowledg

e

Accurate Compliant (shhhh)

Most Common Drivers

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Reinforce Beliefs

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Measure and incent on based on your vision and customer needs

Recognize when beliefs are realized

Foster the expectation of living the vision

Reinforce Beliefs

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Organized to Support

Infrastructure

People Process Systems

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I got your back

Validation Failure Cost Metrics

4C-Sat4NPS4 Incident Surveys

4 Cost / X4 Your key efficiency

metric

4Cost of Rework

4# of Complaints

4Lost Customers

4# of Escalations

Twitter: @mpace101 #ACCE2011