using customer and employee feedback to drive results (by @peoplemetrics @smcdade)
DESCRIPTION
TRANSCRIPT
![Page 1: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/1.jpg)
By Sean McDade, PeopleMetrics
Want the slides? info.peoplemetrics.com/AC
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Engaged Employees
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Engaged Employees
Engaged Customers
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Engaged Employees
Engaged Customers
Business Outcomes
![Page 7: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/7.jpg)
By Sean McDade, PeopleMetrics
![Page 8: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/8.jpg)
Age of Manufacturing
Age of Distribution
Age of Information
Source: We Have Entered The Age of the Customer, Forrester
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Age of Manufacturing
Age of Distribution
Age of Information
Age of Disruption
Source: We Have Entered The Age of the Customer, Forrester
![Page 10: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/10.jpg)
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![Page 13: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/13.jpg)
We talk about it a lot.
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But what is customer experience, really?
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How customers perceive their interactions with your company.
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Why do we care about customer experience?
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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.”
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Why?
![Page 21: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/21.jpg)
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Source: The Watermark Consulting 2013 Customer Experience ROI Study
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So, I get it.
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So, I get it. Customer Experience is
important.
![Page 35: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/35.jpg)
But, where do I begin?
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But, where do I begin?
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![Page 38: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/38.jpg)
1 Listen to customers, employees, and prospects regularly.
![Page 39: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/39.jpg)
1 Listen to customers, employees, and prospects regularly.
![Page 40: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/40.jpg)
2 Make it easy and quick.
![Page 41: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/41.jpg)
2 Make it easy and quick.
![Page 42: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/42.jpg)
3 Measure the overall experience first.
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3 Measure the overall experience first.
NPS
![Page 44: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/44.jpg)
3 Measure the overall experience first.
NPS
![Page 45: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/45.jpg)
3 Measure the overall experience first.
NPS
Engagement
![Page 46: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/46.jpg)
3 Measure the overall experience first.
NPS
Engagement
![Page 47: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/47.jpg)
3 Measure the overall experience first.
NPS
Engagement
Satisfaction
![Page 48: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/48.jpg)
3 Measure the overall experience first.
NPS
Engagement
Satisfaction
Meeting Value
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4 Prioritize your touchpoints.
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What is a touchpoint?
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Let’s see an example of a mapped touchpoint.
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5 Always close loops. Always.
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5 Always close loops. Always.
![Page 56: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/56.jpg)
Recover
Managers work to win back customers who
experienced a problem or are actively
disengaged/ detractors
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Recognize
Managers can use this feedback to recognize
employees for outstanding work and
develop training for customer facing
employees
![Page 58: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/58.jpg)
Improve
This feedback will be used to identify people, processes and systems
that may need enhancement to
positively impact the customer experience
![Page 59: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/59.jpg)
6 Measure what you are prepared to change.
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6 Measure what you are prepared to change. Purpose
Trust
Growth
Fun
Customer Focus
Recognition
Resources
Rewards
Employee Engagement Model
![Page 61: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/61.jpg)
7 Focus on your One Thing.
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8 Communicate, communicate, communicate.
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8 Communicate, communicate, communicate.
![Page 69: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/69.jpg)
9 Track changes based on implemented changes.
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9 Track changes based on implemented changes.
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9 Track changes based on implemented changes.
![Page 72: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/72.jpg)
9 Track changes based on implemented changes.
![Page 73: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/73.jpg)
9 Track changes based on implemented changes.
![Page 74: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/74.jpg)
10 Link to your business outcomes.
![Page 75: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/75.jpg)
10 Link to your business outcomes.
![Page 76: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/76.jpg)
10 Link to your business outcomes.
$2,000,000
![Page 77: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/77.jpg)
Let’s recap.
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1 Listen to customers, employees, and prospects regularly.
![Page 79: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/79.jpg)
1
2 Make it easy and quick.
Listen to customers, employees, and prospects regularly.
![Page 80: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/80.jpg)
1
2 Make it easy and quick.
3 Measure the overall experience first.
Listen to customers, employees, and prospects regularly.
![Page 81: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/81.jpg)
1
2 Make it easy and quick.
3 Measure the overall experience first.
4 Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.
![Page 82: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/82.jpg)
1
2 Make it easy and quick.
3 Measure the overall experience first.
4
5 Always close loops. Always.
Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.
![Page 83: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/83.jpg)
6 Measure what you are prepared to change.
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6 Measure what you are prepared to change.
7 Focus on your One Thing.
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6 Measure what you are prepared to change.
7 Focus on your One Thing.
8 Communicate, communicate, communicate.
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6 Measure what you are prepared to change.
7 Focus on your One Thing.
8 Communicate, communicate, communicate.
9 Track changes based on implemented changes.
![Page 87: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/87.jpg)
6 Measure what you are prepared to change.
7 Focus on your One Thing.
8 Communicate, communicate, communicate.
9
10 Link to your business outcomes.
Track changes based on implemented changes.
![Page 88: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/88.jpg)
Do these things…
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…and you’ll be a
in no time.
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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
![Page 95: Using Customer and Employee Feedback to Drive Results (by @peoplemetrics @smcdade)](https://reader030.vdocument.in/reader030/viewer/2022020206/5472b66ab4af9fa30a8b5090/html5/thumbnails/95.jpg)
Sean McDade, CEO [email protected] @PeopleMetrics www.peoplemetrics.com
Want the slides? info.peoplemetrics.com/AC
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