2. Overview
There are 3 main pillars of
success.
1. Soft Skills
2. The Customer 360
3. The Customer Experience 360
If any one of these is not
structurally sound, then
optimal potential will not be
met.
3. Soft Skills
Adoption Plan:
• The 1st and 3rd Monday’s of each month will focus on a different soft
skill topic.
• We will utilize Lynda.com “Business Skills Tutorials” series.
• Each tutorial averages 5 min. in duration and addresses a specific topic.
(ex. Persuading People)
• The operations project manager will be responsible for:
1. Ensuring each team member and their manager(s) have viewed the 5 min.
tutorial.
2. Developing role-based scenarios specific to the company for the Monday
30 min. team-based role-play meetings.
3. Be the meeting facilitator and provide additional coaching as necessary.
Tracking Adoption:
• Utilize real-time and automated reporting capabilities within
Lynda.com
• What did they watch? For how long? How many times? What were the
assessment scores (if applicable)?
• Observation via bi-monthly role-play meetings
• Utilize Customer Success survey results and feedback
Improving Adoption Rates:
• Team Managers and the operations project manager will be
responsible for collaborating on improvement plans for increasing soft
skills of individual team members (as applicable).
What Are They?
• Your Communication Style
• Your Adaptability and Flexibility
• Your Work Ethic
• How You Encourage and Lead
Yourself, Your Peers, Your Customers
• Basically, how you interact with the
world
Why Do They Matter?
• Our “soft skill” strengths and
weaknesses directly impact our
ability to accomplish team and
individual goals successfully.
• We may have what it takes to get a
customer, but do we have what it
takes to keep the relationship
growing?
• Teams must continuously enhance
their soft skills to ensure their
message is being received and they
are hearing the voice of the
customer.
Soft skills do not stop us from saying
what needs to be said. Instead, when
used effectively, they provide us the
means to have our message heard and
elevate the customer experience.
4. The Customer 360 Adoption Plan:
• The operations project manager will work with Subject Matter Experts (SMEs)
in each team to understand the tools in use and the technical abilities and
limitations in order to share real-time client data across the entire
organization.
• The operations project manager and SMEs will determine if existing tools
can provide a one-stop “Customer 360” or if another tool needs to be
utilized.
• If another tool is necessary the operations project manager will be
responsible for:
1. Leading the time in finding and evaluating the necessary tool
2. Determining what existing tools will no longer be needed once the
“Customer 360” tool is implemented
3. Confirming what tools can/should interface to the “Customer 360”
4. Ensuring data migration (if necessary) is completed successfully to
avoid negative impacts to the client base
5. Ensuring the “Customer 360” quickly allows team members to see
what services and/or products the client may benefit from, therefore
resulting in an upsell opportunity
6. Managing the implementation and training plans for adoption
Tracking Adoption:
• Initial focus will be placed on conversion rates for up-sell opportunities
• Meaning: What team members are utilizing the tool and what are their
“up-sell” trend rates.
• Through use, additional multiple data points can be tracked
• How often is a team member accessing the tool?, What areas are
being accessed the most?, etc.
What Is It?
• A dashboard view serving as the
one place you go to gather all
pertinent client info.
Why Does it Matter?
• Our time is too valuable to be spent
accessing multiple data sites in
order to understand the customer
story.
• To truly understand your customer
you need to know your customer.
• What products do they use?
• What is their client satisfaction rate?
• Do they have outstanding invoices?
• How many open Support Tickets do
they have?
• Based on their 360 view, what
services and/or products should we
talk to them about?
A 360 view – utilized each time you
interact with a customer – should tell
you real-time what you MUST know,
guide you in how best to engage with
the customer and help you to identify
services and/or products we provide for
ultimate user adoption.
5. The Customer Experience 360
Adoption Plan:
• Once a week a representative from each team - with
decision making authority – will collaborate with the
operations project manager to develop and review next
steps regarding:
• Client Escalations and root cause analysis for resolution
• New Product Offerings (recently launched or on the horizon)
• Company-wide employee suggestions for improvement
• The operations project manager will be responsible for:
1. Facilitating the meeting
2. Working with the team to obtain approval on projects
and/or process improvements
3. Driving projects from beginning to end to ensure
completion
4. Collaborating with the team to create and/or revise
documentation and tools addressing the business need
5. Collaborating with the team to devise training plans (as
applicable) and identifying the best person(s) to deliver
training. (NOTE: The Ops PM may be the trainer.)
How Do We Know This is Working?
• Increased client satisfaction scores.
• Increased employee satisfaction scores.
What Is It?
• The process and procedures
shaping the way a client
interacts with our company.
Why Does it Matter?
• It provides a clear company-
wide vision for what we and the
customer should expect when
dealing with customer support,
billing processes and questions,
etc.
• It manages customer
expectations.
• It helps us find new and creative
ways to build revenues.
• It helps us to pinpoint trends and
find new and creative ways to
increase client satisfaction.
• It enables us to have clear and
effective documentation,
resulting in a more educated
workforce and client base,
leading to better client
interactions and producing
happier clients.
• Inefficiencies lead to frustration
and lower overall client
satisfaction, no matter how
awesome a product is.
The Customer Experience 360 drives
how we know what we know with a
strong focus on improving client
relationships.
6. Know Your Vision for Success
Soft Skills Customer Experience 360The Customer 360
