Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
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Deploying a Voice of the Customer (VoC) Program
1. Deploying a Voice of the
Customer Program
Valerie Vogt
Director Strategic Consulting
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
2. In-Session Question #1
What level of Voice of Customer (VoC) program do you
currently have in place?
a. We are learning about VoC
b. We are developing a VoC program
c. We have a manual VoC program in place
d. We have automated tools assisting us with some of our
VoC program
e. We have automated tools in place for gathering VoC
results, but manual processes for analysis
f. We have automated tools in place for gathering VoC
results, and tools to assist in analysis
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
3. In-Session Question #2
What is the mix of structured versus unstructured feedback
you analyze and share back with stakeholders in your VoC
program?
a. 100% close-ended survey questions
b. Mostly structured feedback, with some use of open-ended
and unsolicited feedback
c. Balanced mix of close-ended survey questions along with
open-ended questions and monitoring of unsolicited feedback
d. Mostly unstructured feedback, with some use of close-ended
surveys
e. 100% of feedback is from open-ended questions and
monitoring of unsolicited feedback
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
4. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
5. Agenda
• What is VoC
• Practical Applications
• Case Studies
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
6. What is VoC
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
7. What VoC Means
Structured or
Unstructured
Solicited or Direct or
Unsolicited Implied
Feedback
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
8. Components of a VoC Program
Culture Listen
Respond Analyze
Discipline
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
9. Value of a VoC Program
Customer Company Business
Experience Culture Results
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
10. Owning VoC
Champion
Executive
Champion Sponsor Champion
Centralized
Team
Front-line
Employees
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
11. The Role of Voice of Employee (VoE)
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
12. What to Expect
Response Rates are Tied to Relationship Strength
Employee
60%-90%
No Lost Prospective Current
Relationship Customer Customer Customer
0%-20% 10%-30% 15%-35% 20%-65%
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
13. Don’t Forget…
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
14. Who Should Have VoC Programs
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
15. Practical Applications:
Listen and Analyze
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
16. Solicited
Survey Benchmark Repeat
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
17. Voice of Employee
Comment Box
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
18. iSurvey
Immediate Survey Follow Up
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
20. Excel Analytics for Twitter
Free Download from Microsoft
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
21. Buzzient
Integrated with Contact Center
Queued Support Analytics
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
22. Speech Analytics
Real-time keywords
and phrase spotting
Real-time Keyword spotting
monitoring, alerting, inte reporting
raction scoring
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
23. Case Studies – Vocalabs
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
24. Vocalabs
Peter Leppik, President & CEO
Timely, actionable
feedback Usability testing, continuous
survey program, and
syndicated research
Computer tech
support, wireless, retail, financi
al services
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
25. Vocalabs Success Stories
C Spire center increased FCR
80-location retail chain doubled stores
meeting satisfaction goals
National healthcare company used IVR
to balance satisfaction and self-service
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
26. Putting This Information to Work
You need to start
Technology can help
Avtex can help
• Customer Experience Optimization Offering
• IT Assessment
• Contact your Account Executive or valeriev@avtex.com
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
28. Thank you!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
29. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Editor's Notes
Update with agenda information
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SolicitedSurvey, comment card, UnsolicitedComplaints, word of mouthStructuredSurvey, star ratingsUnstructuredOpen ended, emails, complaintsDirectSurvey, social media post, emailImpliedPurchase histories, call frequencies, tone
1. Listen. Firms need to identify key customer "listening posts" across channels and departments and then collect feedback through methods like surveys, social media, emails, and calls. (see endnote 2)2. Analyze. Use customer feeback to identify patterns and themes. Share feedback with all people in the company.3. Respond. Act on customer insights to get value from them. Actions might include responding to individual customers, coaching employees, or changing experiences systemically.Repeat... VoC teams need to repeat the process to track the results of their efforts over timeSupporting ThemesCulture. Firms must ingrain VoC programs in the culture of the organization in order to have major impacts.Discipline. VoC programs need strong internalteams and clear processes in order to drive acceptance and change.
Improving customers' experiences. Resolving and preventing customer issuesAssisting and anticipating a need for add-on products and servicesFocus on coaching employeesUncovering customer drivers of loyalty so you focus on the right thingsChanging company culture. Incorporating feedback loops for coaching, training, and educationImmediate connection for employees with their role and value to the organizationSupporting process improvementCustomer experience metrics provide a common goal and visionDelivering business results. Increased revenue through cross selling opportunitiesLowered cost of sales through positive word of mouth and repeat business
Executive sponsor. Awareness and support – reinforce the valueRemoves roadblocks for the VoC teamCommunicate results to the companyRewards successCentralized team. Forrester research shows a centralized team is most effectiveConsistent processes for listening, analyzing, and respondingManages the disciplineCommunicates results to the rest of the organizationDistributed VoC champions. Champion the VoCBrainstorms solutions to feedbackAre accountable for resultsFront-line employees. They are the brand of the companyCoaching and trainingReward and recognize
Additional customer listening postExample – in an online portal employees can log feedback and request follow up on behalf of a customerInterview for getting perspective and insightSuggestion box for internal process changesMisalignments between customer and employee perception – helps focus training
No Relationship - 0%-20% response. The most demanding group to survey is a group that has no relationship with your organization. The 0% response is from a general market research survey that we did to a rented list, asking recipients about "Your last visit to the dentist"! (We repeated the mailing, with an incentive, to get the needed results.)Lost Customer - 10%-30% response. Since a lost customer has already made his or her decision and moved on, these recipients are less likely than other groups to respond to your survey.Prospective Customer - 15%-35% response. While prospective customers are interested in you, they have about an average chance of responding to your request for a survey.Current Customer - 20%-65% response. Current customers have a vested interest in providing feedback to an organization that they do business with. For customer-satisfaction studies, consumers have a lower response rate than businesses, and businesses in general have a lower response rate than major accounts.Employee - 60%-90% response. Your organization has no stronger relationships than with its employees. As a result, employee-satisfaction surveys typically have a high response rate. Tactical employee surveys will provide lower response rates. OTHER THINGS TO KEEP IN MIND TO INCREASE RESPONSE RATES OF SURVEYS: Immediately following the interaction, personal versus IVR rates, shorter surveys versus long, how professional does the survey come across
THANK PEOPLE FOR THEIR INPUTDirect thanksCouponsPersonal NotesIndirect ThanksUse the feedback to impact changeKNOW ABOUT THE FEEDBACK WHEN YOU NEXT INTERACT WITH THE CUSTOMER
VoC isn’t just for enterprise level accounts or B2C businesses. Small to mid-tier organizations can also benefit. You could then provide examples of some VoC solutions that might be less expensive, a little less sophisticated, but provide good value. B2B organizations can benefit as well.
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SurveysDecide what you are measuring and what to askDetermine key listening pointsDetermine who to askSubset of customers or allB2B, who to ask at the customerBenchmark and RepeatStore results in a place where you can report on themKeep results tied to the customer
Integrated with contact center softwareConfigurable by business usersOptions to automate pre-call, post-call, and in-between routingOut of box analytics and reporting
Monitor social mediaDecide which channels you want to listen to – where are your customers?Decide what you want to listen for – keywordsDecide what you can spend on the technology and man hours to monitorContact center monitoringDecide what you want to listen for – keywordsVoice of EmployeeAt a minimum, provide an idea box/suggestion box
Free downloadDecide what to report on: Type in keywords for search, type in tone, see who is tweeting about youSee trending in tone score by day, by time of day, and broken up by search term
Buzzient monitors to social media sitesIntegrated into the contact center to create support items in the queue for items requiring follow upIncludes standard reporting and analytics to show trending in overall tone, competitor sentiment, and promoters/passives/detractors count with overall net promoter score
Real-time keywords and phrase spottingDefine lists of keywords with alternate spellings and scoresAssociate keyword lists with inbound/outbound queuesGet immediate, accurate detection with channel separation (user vs. customer)Real-time monitoring, alerting, interaction scoringView words spotted plus scores per interaction for monitoring as desiredSet alert on calls with low/high scoresTrack per user and per queue scoresKeyword spotting reportingReport specific keyword category trends by queue, user, or summarized statsUse Interaction Recorder® to store speech analytics with recordings for quick search and trending analysis
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Professional services company founded in 2001‣ Breakthrough process for collecting and reporting timely, actionable customer feedback‣ Services include usability testing, continuous survey programs, and syndicated research‣ Serve verticals including computer tech support, wireless, retail, financial services