Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
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Presented by Evan Klein, Founder and President of Satrix Solutions, at Customer Success Summit, Track 1.
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Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
- 1. Companies That Elevated their VoC and Survey Programs - and ROI - to New Heights
- 2. About Satrix Solutions Supported by voice-of-customer (VoC) experts, Satrix Solutions is a consultancy dedicated to furnishing our clients with insights they rely on to improve their products and services, differentiate from the competition, and scale their business. Key Takeaway: We deliver trustworthy data and objective recommendations that enable your company to: âą Deepen Loyalty âą Reduce Churn âą Increase Account Expansion âą Drive Referrals âą Create a Customer-Centric Culture @SatrixSolutions
- 3. Case Study 1: Establish a âListening Post,â then add more @SatrixSolutions
- 4. Satrix Solutions Service Portfolio - Where to Start? Sale Onboard Sales Win/Loss Interviews Post Onboarding Surveys Customer Advisory Board Customer Perception Audit Customer Journey Mapping Product Surveys Delight, Retain, Expand, Renew, Engage âRelationshipâ CSAT Surveys NPS Surveys Support Surveys Employee Engagement Surveys eNPS Surveys Inter- Departmental Surveys Employee Opinion Surveys Churn Defection Interviews Employee Exit Surveys @SatrixSolutions Employee Onboarding Surveys
- 5. Elevate Your VoC Program Feedback Program That Yields Bad Data Invite Feedback But Do Nothing No Voice of Customer Program Invite feedback + Triage + Closed Loop + Promoter Activation + Reliance on Feedback for Improvements; Priorities, Resource Allocation, etc. + Activities that Enhance the Culture of Service Excellence + Quantification of Return on Investment @SatrixSolutions
- 6. Case Study 2: Ensure you are avoiding common pitfalls @SatrixSolutions
- 7. Wait! Poor Fundamentals to Avoid 1. Poor Survey Design 3. Low Response Rates 4. Gaming 5. Biased Interpretation 2. Survey Population Issues @SatrixSolutions 6. Inaction
- 8. Case Study 3: Apply rigor to the closed-loop process @SatrixSolutions
- 9. Rigorous Closed-Loop Process ïŒ People resources identified ïŒ Training & scripts ïŒ Process & workflows defined ï§ Detractors ï§ Passives ï§ Promoters ï§ High value non-responders ïŒ Alerting criteria; triggers ïŒ Accountability ï§ Response time ï§ Method of outreach ï§ Documentation ï§ Follow-up ï§ Reporting ïŒ Share learnings, themes, stories, etc. ïŒ Quantify the impact @SatrixSolutions Detractors PassivesPromoters Non- responders
- 10. Case Study 4: Ensure the insights are shared broadly @SatrixSolutions
- 11. Relevant Insights to All Business Leaders @SatrixSolutions Service Organization Sales Executive Team Marketing Product Development Human Resources Happy Customers & Employees Key Findings | Loyalty Drivers | Common Frustrations | Recommendations
- 12. Case Study 5: Take steps to emphasize cultural adoption @SatrixSolutions
- 13. Intense Focus on Culture Service-Centric Culture Top-down commitment Mission, Vision, Values Customer Informed Decision Making Map the Journey Championship Team Rewards & Recognition Socialization & Story-telling Start with hiringGive employees a voice @SatrixSolutions
- 14. Evan Klein Founder & President Direct: 480-773-6120 evan@satrixsolutions.com linkedin.com/in/evanbklein SatrixSolutions.com Come Visit Our Booth!