Assessing customer satisfaction and harnessing the marketing opportunity Presented by: Brian Hudson, Chairman & CEO Performance Telecom

2. Identifying & Engaging With Brand Promoters
 What Do We Do?
 Who Do We Do It For?
 Little Bit About Me
 Setting The Scene
 Challenges V’s Solutions
Contents

3. What Do We Do?

4. Business Telecoms
Inbound Call Flow Management
Marketing Source Analysis
Voice Biometric ID Verification
Customer Self Care and Payment Systems
Connectivity Infrastructure
Disaster Recovery & Business Continuity
Customer Satisfaction

5. Bulleted List
We capture the TRUTH in real time
We give our clients customers a structured mechanism to have their voice heard
We leverage high performance through visibility, accountability and recognition
We make it fun

6. Who Do We Do It For?

7. A Little Bit About Me
Before Performance Telecom I captained the British Trampoline
Team for over 6 years during a career spanning 15 years
In 2003 I set a World Record, for the most consecutive
Somersaults.
The Record Still Stands Today!
Wondering How Many?

8. A Little Bit About Me

9. A Little Bit About Me

10. A Little Bit About Me

11. Why am I telling you this?
When I started out I was anything but physically gifted, very much the
underdog!
I started out many years later than my peers, but had a more successful
career than most of them
Why?
Because I was relentless in the pursuit
of personal self improvement!

12. Why am I telling you this?
Because our work in this space is all about supporting
Relentless Self Improvement
within our clients businesses.

13. And why is this relevant?
Because we are proving that Customer Feedback can be used to…
Drive Continuous Personal Self Improvement
Drive Personal Responsibility for Generating Positive Customer Experiences
And by doing the above, Drive Satisfaction and referral within customer
bases
Leading to loyalty of both customers and staff

14. Many years ago

15. Page 15Brian Hudson l Drive Satisfaction Integrated Presentation September 2015

16. Responsibility

17. Engagement
26% ARE ACTIVELY
DISENGAGED
29% OF THE
WORKFORCE IS
ENGAGED
45
% ARE
ENGAGED
NOT

18. Engagement

19. Blind

20. Finance Director

21. Did I really spend 3
years at University to
end up listening to
phone calls all day?
I’m smart…
I want to make
a difference !
Wasting Talent

22. Wasting Money

23. Challenges and Solutions

24. Challenges and Solutions
Engage our staff in delivering their A game every time!
Do that without paying them a kings ransom!!
Challenge No.1

25. Catch staff doing things right and make sure its acknowledged
Have a safety net for when things go wrong
Challenge No.2
Challenges

26. Motivate our staff to Self Monitor, Self-Appraise, Self Improve
Give staff the tools to track and compare their performance
Challenge No.3
Challenges

27. Identify and rank the issues that really get our customers
backs up so that we start to make the changes required to
remedy their dissatisfaction.
Challenge No.4
Challenges

28. To keep the promises we make to our customers
Make things right when we’ve not managed to achieve that
Challenge No.5
Challenges

29. Make it easy for customers to tell us when things go wrong
Be able to easily extract both aggregated and individual
feedback from the volume & take action
Challenge No.6
Challenges

30. Give our managers the visibility they need to identify staff
training gaps that need to be filled
Make all our staff accountable to our customers
Challenge No.7
Challenges

31. Identify positive experiences and use this knowledge to drive
repeat and referred business
Track the difference that meeting all these challenges is
making to customers, staff and the business
Challenge No.8
Challenges

32. Solution No.1 (Non-financial staff engagement)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com

33. Solution No.2 (Acknowledge getting it right + safety net)

34. Solution No.2 (Acknowledge getting it right + safety net)

35. Solution No.2 (Acknowledge getting it right + safety net)

36. Solution No.2 (Acknowledge getting it right + safety net)
Acknowledging & Responding to the Customers Experience
THREE FLAVOURS OF VERBATIM REQUEST
DRIVEN BY THE CALLERS ‘IN THE MOMENT’ FEEDBACK
Negative Neutral Positive

37. Solution No.3 (Motivate & Provide Tools for Self Improvement)

38. Solution No.3 (Motivate & Provide Tools for Self Improvement)

39. Solution No.3 (Motivate & Provide Tools for Self Improvement)

40. Solution No.3 (Motivate & Provide Tools for Self Improvement)

41. Solution No.3 (Motivate & Provide Tools for Self Improvement)

42. Solution No.3 (Motivate & Provide Tools for Self Improvement)

43. Solution No.3 (Motivate & Provide Tools for Self Improvement)

44. Solution No.4 (Identify, rank and address repetitive issues)

45. Solution No.4 (Identify, rank and address repetitive issues)
Transcribe Verbatim audio and run through Word Cloud
Issue Ranking
Issue 1
Issue 2
1
2
CampaignPl
Issue 3
Issue 4
3
4
Issue 5
Issue 6
5
6
Issue 7
Issue 8
7
8
Issue 9
Issue 10
9
10

46. Solution No.5
(Keeping promises & making it right
when we mess up)
“Your most unhappy
customers are your
greatest source of
learning!”

47. Solution No.5
(Keeping promises & making it right
when we mess up)
“The complaining
customer
represents a huge
opportunity for
more business!”
Zig Ziglar

48. Solution No.5
(Keeping promises & making it right
when we mess up)
Negative Feedback is REALLY POSITIVE
Immediate Management Alert to Review Customer Issues
Initiates
Immediate Dissatisfaction Acknowledgement & Request for Information
Drives
Opportunity to Quickly Clean Up the Mess
Drives
Opportunity to Learn from Issues / Behaviour that caused the problem
and prevent recurrences
Drives

49. Solution No.6 (Make complaining easy & access to insights simple)
Staff Embrace Negative Feedback
Knowledge that feedback is visible and accountable
Drives
Culture of requesting feedback every time regardless of the tone
Positive attitude to delivering best outcome for customer
Engagement from staff and customers
Drives
Drives
Drives
Results, loyalty & continuous improvement
Drives

50. Solution No.7 (Give Managers Visibility & make staff accountable)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com

51. Page 51Brian Hudson l Drive Satisfaction Integrated Presentation September 2015
Did I really spend 3
years at University to
end up listening to
phone calls all day?
I’m smart…
I want to make
a difference !
Solution No.7 (Give Managers Visibility & make staff accountable)

52. Solution No.7 (Give Managers Visibility & make staff accountable)

53. Going for high volume in the moment feedback
Visibility for Managers
Drives
Customers voice being heard (quickly)
Peer to Peer Competition for Staff
Accountability to customers, peers and management
Drives
Drives
Drives
A level playing field
Drives
Solution No.7 (Give Managers Visibility & make staff accountable)

54. Solution No.7 (Give Managers Visibility & make staff accountable)
0% 5% 10% 15% 20% 25%
“What motivates you to excel and go the extra mile at your
organisation?”
Camaraderie, peer motivation (20%)
Intrinsic Desire to do a good job (17%)
Feeling Encouraged and recognised (13%)
Having a real impact (10%)
Growing Professionally (8%)
Meeting Customer Needs (8%)
Pos Mgr/s (4%)
Money (7%)
Belief in Co (4%)
Other (9%)
Source: Forbes.com

55. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)

56. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)

57. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)

58. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)
Calculate Survey Score
Above
80%
Below
80%
Ask Customer For Referral (offer incentive)
Leave to CS Mgt
to Review
Collect Lead Info in Structured Data-Capture
Data sent to Sales to Follow
Up Lead
Data Sent to Marketing for
Advocate Promotions
Incentive Redemption
Comms to Referrer
Conversion & ROI Measured

59. Solution No.8
(Identify positive experiences, use to drive referrals
and track the difference being made)
Even Better…
Measure Customer Satisfaction based to quantity
of ‘Active Referrals’ achieved by agents as a
measure of their value to the business and the
impact they are personally achieving!