Kees Pronk, Sr. Director Customer & Partner Experience of Microsoft Western Europe.

1. 1
Customer Service Excellence
as a Strategy
Kees Pronk
Sr. Director
Customer & Partner Experience
Microsoft Western Europe

2. Enterprise Midsize Business
SmallBusiness
Consumers
IT ProfessionalsDevelopers
InformationWorkers
PublicSector
Breadth & Depth Partners
Microsoft’s Business overview

3. It costs about five
times as much to
attract a new
customer as it costs
to keep an old one.
Direct correlation between customer
satisfaction and profitability – it’s true
A dissatisfied consumer
will tell between 9 and 15
people about their
experience. About 13% of
dissatisfied customers tell
more than 20 people.
It takes 12 positive service
experiences to make up for
one negative experience
Almost 70% of the
identifiable reasons why
customers left companies
had nothing to do with
the product. The
prevailing reason for
switching was poor
quality of service.

4. Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values

5. 2004 - 2006 2007 - 2009 2010 - 2012 2012 +

6. “What can we do to make it better?”
Net Promoter Score:
100
VSAT 54
SSAT 36
SDSAT 8
VDSAT 2
Unknown
0
%VSAT 54
%DSAT 10
144
Calculation top-
bottom box
TOTAL NSAT
Enter No. of contacts
per score
check : all contacts distributed?
NSAT Calculation Example
# total contacts
NSAT
How likely are you to recommend to a colleague or friend?
Net Promotor Score (NPS)

7. “What can we do to make it better?”

8. What we measure
Product Quality
Innovation
Ease
Cares
Security
Cloud
Value
Quality of
Resources
Account
Management

9. Customer centricity: Voice of the
Customer
Quality & Innovation
To be #1 in satisfaction across all audiences
and in every market that we serve
Company values

10. Programs & support
We’re there to listen and act

11. Customer Journey Mapping

12. Myusers
needaccess
totheirappsanddata
anywhere,anytime
We still wait for new
PCs instead of
upgrading
I need devices that
get things done, and
that my users will
like
Security is a
top concern
We’re starting to
look for Cloud IT
services
What customers are telling us:

13. Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values

14. Culture & Accountability
$

15. Role Modeling
Ensure leaders are behaving in the new
way and leading by example
Foster
Understanding and
Conviction
Develop a compelling story line of
‘what’ and ‘why’
People know what is expected of them,
agree with it and find it meaningful
Developing Talent
and Skills
Develop the skills and competencies to
behave in a new way
Reinforcing with
Formal Mechanisms
Ensure structures, systems, processes,
rewards and recognitions all reinforce
new behaviours
Behaviour and Mindset Shifts

16. Customer centricity: Quality & Innovation
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values

17. Feedback drives change and innovation
8.1
Consumer Preview used
by 6M customers
Internally tested
by 30K employees
500k+ social comments
5,000 improvements

18. *Conceptual illustration only
Current Branch for BusinessCurrent Branch
Microsoft
Insider Preview
Branch
Broad
Microsoft
internal
validation
Engineering builds
Customer
Internal Ring I Customer
Internal Ring II Customer
Internal Ring III Customer
Internal Ring IV
Users
10’s of
thousands Several
Million
Market driven quality: external and internal
Hundreds
of millions

19. Long Term Servicing
Branch*
Deploy for mission critical
systems via WSUS
Windows Insider
Preview Branch
Specific feature and
performance feedback
Application compatibility
validation
Ongoing engineering
development
Feedback
and asks
Stage broad deployment via
WU for Business
Current Branch
For Business
Deploy to appropriate
audiences via Windows
Upgrade
Test and prepare for broad
deployment
Current Branch
*Enterprise or Education edition required
Customer journey

20. Questions