Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).

1. “THE CUSTOMER’S
PERCEPTION IS
YOUR REALITY”

2. SPLICE Software Presents…
CUSTOMER EXPERIENCE BEYOND SURVEYS

3. , and Germany, and Germany
About the host
Founded in 2006. Headquartered in Calgary, Alberta
with offices in Chicago, Toronto, and Germany.
Our Mission is to improve Customer Experience
through data driven, linguistically optimized human-
voiced messages.

4. Oh, the places you will go…
Fundamentals & best practices that work to move the
needle on customer experience:
 Journey Mapping
 Net Promoter Score®
 How to bring them together

5. Founder, JG Pepper Consulting
Certified Customer Experience Professional
Certified Property Casualty Underwriter
Leveraging her M.A. in Psychology and
a B.B.A in Marketing, Joan has spent
more than 20 years leading Fortune
500 organizations through steady
growth by creating customer
experiences that positively and
profitably influence corporate profits.
Joan Pepper

6. Net Promoter® Certified
Marketing Specialist
Chelsea Kaefer

7. How the customer
explained it.
How the Project Leader
understood it.
How the Analyst
designed it.
How the Business
Consultant described it.
How the project was
documented.
What operations
installed.
How the customer was
billed.
What the customer
really needed.

8. High turnover and low trust signal serious relationship issues.
Trust score by class:
• Supermarkets: 84%
• Banks: 82%
• Car manufacturers: 80%
• Online shopping sites: 78%
• Insurance Companies: 70%
• Pharmaceutical companies: 68%
Ernst & Young Global Consumer Insurance Survey
Frequent, meaningful, and personalized communications
Consumers want more
• 57% of consumers want to hear from their insurers semi - annually
• 47% of consumers have heard from their insurance company in the past year

9. Who runs your company?

10. 72 Percent of CEO’s
Consider Themselves In Charge
of Customer Experience.
Only 27 percent of their management colleagues believe that is the case.

11. 32 Percent of Respondents
In IT Believe their CIO is in Charge
Only 5 percent of their colleagues in sales, marketing and general management agree.

12. 35 Percent in Sales & Marketing
Believe their CMO is in Charge.
Only 13 percent of their general management and 6 percent
of their operations colleagues believe that was the case.

13. I want a cup of coffee

15. Homeowner life-cycle, for example
The
Customer
1
Become
Aware /
Research
2
Purchase
3
Set-up
4
Seek Help
5
Pay Bill
6
Submit
Claim
7
Review/
Update
8
Expand/
Extend
9
Renew
Become Aware /
Research
1. Become aware of
insurance needs
2. Identify specific
insurance needs and
understand carrier
value proposition
Purchase
1. Request and receive
quote
2. Compare options
3. Negotiate coverage
and rates
4. Bind coverage, submit
supporting
documentation, and
receive policy materials
Set-up
1. TPA versus internal
2. Collateral
3. Mailing address for
documents
4. All contacts in our
system
Seek Help
1. Manage and resolve
basic account issues
Submit Claim
1. Report claim and receive temporary
arrangements for loss
2. Participate in claims investigation / settlement
3. Check claim status and raise claims inquiry
4. Participate in restoration of assets
5. Receive payment
Review / Update
1. Request and submit policy change
2. Receive and renewal quote
3. Compare options
4. Negotiate coverage and rates
5. Bind coverage, submit supporting
documentation, and receive policy
materials
Expand / Extend
1. Receive and review information
on additional insurance needs
2. Request and receive quote
3. Compare options
4. Negotiate coverage and rates
5. Bind coverage, submit
supporting documentation, and
receive policy materials
Renew
1. Receive information on coverage
and rate changes
2. Compare options
3. Negotiate coverage and rates
4. Bind coverage, submit supporting
documentation, and receive policy
materials
Pay Bill
1. Receive bill / alert
2. Make / authorize
payment
3. Raise billing inquiry
4. Adjustments
Lifecycle PhaseLifecycle

16. Customer Experience (CX)
DEVELOP
PAYMENT
OPTIONS.
THIS IS HORRIBLE!
I CAN’T BELIEVE THIS
HAPPENED TO ME!
WHAT DO I DO??
DO I HAVE TO LIVE
WITH MY MOTHER-IN-
LAW?
THEY WILL TELL
ME WHAT TO DO.
THEY KNOW THIS
IS HARD.
TALKING TO REP.
WHEN WILL THIS
BE FIXED?:
I’M TIRED OF
LIVING WITH MY
MOTHER-IN-LAW!
THIS IS AS
IMPORTANT TO
THEM AS IT IS TO
ME.
FAST.
PERSON CARES.
KNOWS WHAT
THEY ARE DOING.
SAME PERSON
EVERY TIME.
EVERYTHING IS
COVERED.
FAIR.
FAST.
EXPERIENCE
LOSS
CALL
INSURANCE
COMPANY
WAIT
TALK TO
ADJUSTER
WAIT
GET/AGREE
TO
SETTLEMENT
RECEIVE CHECK
OR COMPLETE
REPAIRS. IN
HOME.
STAGES
THOUGHTS +
ACTIONS`
EXPECTATIONS
EMOTIONAL
STATE
OPPORTUNITIES
FOR IMPROVEMENT
NOT IN HOME
WHAT IS TAKING SO
LONG?
I’VE PAID FOR 20
YEARS AND NO ONE
WILL CALL ME?!
WOW, SHE GETS IT.
WHAT IS WRONG WITH
THIS PERSON??
WHY DO I HAVE TO GIVE
EVERYONE MY INFO
OVER AND OVER?
THEY AREN’T BEING
FAIR.
THEY ARE GREAT!
I LOVE MY AGENT.
TOOK LONG
ENOUGH!
I CAN NOT BELIEVE
HOW TRAUMATIC
THIS HAS BEEN.
I’LL TWEET
EVERYONE.
EVERYTHING IS
COVERED.
THEY CAN HELP
ME.
EMPATHETIC.
KNOWS HOW
HARD THIS IS.
FAST.
GET ANSWERS
RIGHT AWAY
I KNOW EXACTLY
WHAT IS GOING ON.
THEY ARE GOING TO
MAKE IT RIGHT.
WILL BE FAST.
EVERYTHING WILL BE
BACK TO NORMAL.
I WILL HAVE ENOUGH
COVERAGE.
EXPERTS IN ALL THEY
DO.
PREVENT LOSS
WITH
INFORMATION
EMPLOYEES WITH
EMPATHY AND
ARMED WITH RIGHT
TOOLS.
REPORT HOWEVER
INSURED WANTS TO.
INSTANT
COMMUNICATION
RAPID PAY.
STABLE STAFF.
EDUCATED.
ARMED WITH
RIGHT TOOLS.
HAVE AUTHORITY.
REAL TIME
COMMUNICATION.
FIX WHATEVER
CAUSES THE
DELAY.
WELCOME HOME
BASKET.

18. Know the FORCE
Vertical
Marketing
Sales
Product
IT
Other (Operations, Finance, Legal, Actuarial)

20. Delight
Exceed customer expectations.

21. Surprise?
Delight should be the norm.

22. • 65% of Insurers switched at least one
of their providers due to poor service.
• Banks are losing customers at an
average of 12.5% per year.
• 91% of unhappy customers will not do
business with their Retailers again.
Accenture Global Consumer Pulse Survey
Financial Publishing Services
Lee Resources
It’s not enough

23. The ultimate question
How likely are you to recommend us
to a friend or colleague?

24. Occur shortly after a customer has interacted with an organization.
Transactional NPS® surveys

25. Occur at regular intervals (quarterly or bi-annually) and ask
about the customers’ overall experience with the company.
Relationship NPS® surveys

26. Promoters (score 9-10)
Are loyal enthusiasts who will keep buying
and refer others, fueling growth.
Passives (score 7-8)
Are satisfied yet unenthusiastic customers
who are vulnerable to competitive offerings.
Detractors (score 0-6)
Are unhappy customers who can damage
your brand and impede growth through
negative word of mouth.
Customer categories
How likely are you to recommend us to a friend or colleague?

27. Analysis shows that companies
that achieve long-term profitable
growth—have NPS® two times
higher than the average company.
Bain&Company

28. Satmetrix
The ROI of NPS ®

29. Promoters Defect Less
Satmetrix

30. Promoters Buy More
Satmetrix

31. • Promoters account for 80% of referrals in most businesses.
• Detractors account for 80% of negative word-of-mouth.
Promoter System
Promoters Drive Business

33. 2015 Industry Benchmarks

34. Detractor
Within 48 hours
NPS SurveyCompany
Listen to VoC & VoE
Contact Customer
Within 5 Bus. Days
Implement
Improvements
& watch your
business grow!
Closed Loop
Promoter
Use data to inform
customer journey

35. “It is not the strongest of
the species that survives,
nor the most intelligent
that survives. It is the one
that is most adaptable to
change.”
- Charles Darwin

36. eNPS® survey shows
happy employees.
NPS® survey shows
correlation.
NPS® survey shows
“not having drive-
through” correlates
with detractor
VoE survey
“not enough
staff” correlates
NPS® shows
detractors due
to “wait time”
Employee
NPS® for
Shop 3 is
highest
Bringing it all together

37. “The way you treat
your employees is the
way they will treat your
customers”
- Richard Branson

38. Are you
interested
in listening?

39. Q&A

40. Thank You!
@SPLICESoftware
Visitourwebsitetolearnmore
www.SPLICEsoftware.com