Joyce Maroney presentation on activating your workforce to provide a great customer experience.

1. 1© KRONOS INCORPORATED June 11, 2015© KRONOS INCORPORATED June 11, 2015
Kronos:
Focusing Our
Workforce on Our
Customers
6/4/15
Joyce Maroney
Senior Director, Customer & Experience Marketing

2. 2© KRONOS INCORPORATED June 11, 2015
Nice to Meet You
• Tech Industry for 35 years
• Leadership positions in Sales,
Services, Operations, Marketing
• Kronos for 8+ years
• Responsible for Kronos Customer
Experience Measurement
program since 2009

3. 3© KRONOS INCORPORATED June 11, 2015
Solving 3 Critical Business Issues
Minimize Compliance RiskControl Labor Cost Improve Workforce Productivity
Time and
Attendance
Forecasting
and Scheduling
Absence
Management
Analytics
Data
Collection
Hiring
HR and
Payroll
Activities

4. 4© KRONOS INCORPORATED June 11, 2015
Kronos CEM Program Drives Focus on
Customer Experience By:
• Serving as the trusted source of data & insight regarding
Kronos customer loyalty and satisfaction with their
interactions with Kronos
• Providing rapid response to customers who need our
attention
• Informing Kronos leadership with insights about where
customer experience investments are needed

5. 5© KRONOS INCORPORATED June 11, 2015
Fast Facts About Kronos Customer
Experience Management*
• 211,096
• 22,891
• Invitations delivered
• Responses received
Kronos commitment to responding to customers is
signficant.
*Global Data from Q314 – Q215

6. 6© KRONOS INCORPORATED June 11, 2015
Collecting and Acting on Customer Feedback
Contacts and account
demographics uploaded
from multiple Kronos
sources
Email, web & phone surveys and
reminders sent to customers
Customer responses stored in
DB and linked to demographic
data
Kronos functional
owners follow up
with Customers
as needed
Reports available
for analysis,
trending &
incentives
1 2
3
4
5
Kronos
Satmetrix
System
6 NPS Promoters invited to
share praise on social
channels

7. 7© KRONOS INCORPORATED June 11, 2015
Customer Success Starts with Engaged Kronites
Employee engagement drives discretionary effort on
behalf of customers – and Kronos employees are very
engaged:
• 84% of Kronos employees are engaged - well above
global IT best-in-class benchmarks
• 90% of Kronos employees are proud to work at Kronos
and feel confident in the company’s future
Kronos employee post on Glassdoor:
“Kronos is a top employer for a good reason! Kronos cares about
employees. This starts at the top and is embedded in all parts of
the organization. I really love working at Kronos!”

8. 8© KRONOS INCORPORATED June 11, 2015
10 Key Drivers to Engage Employees in
Delivering a Great Experience
• COMMUNICATE importance of customer experience
• EXECUTIVE engagement
• INVOLVE internal stakeholders in CX program design
• EDUCATE coworkers on how to interpret and act upon data
• RESPECT coworkers’ competing priorities
• MEASURE what matters and report on results
• DRIVE follow up with customers
• REWARD desired behaviors
• CELEBRATE satisfied customers
• MODIFY program to meet the evolving needs of the business

9. 9© KRONOS INCORPORATED June 11, 2015
COMMUNICATE Importance of CX

10. 10© KRONOS INCORPORATED June 11, 2015
EXECUTIVE Engagement
• CEO Aron Ain is chief
customer advocate
• Aron receives monthly
report summarizing open
alerts by Executive
Committee member
• Sends strong message
throughout the company
that closing the loop with
unhappy customers is a
high priority

11. 11© KRONOS INCORPORATED June 11, 2015
Satmetrix
Satmetrix
Kronos

12. 12© KRONOS INCORPORATED June 11, 2015
INVOLVE Stakeholders
• What questions are we trying to answer about the
business?
• Who do we need to talk to?
• What’s the best way to acquire their feedback?
• What reporting format and cadence will work the best for
the business owners?
• How will they use the insights?
• Who will own follow up with customers?

13. 13© KRONOS INCORPORATED June 11, 2015
EDUCATE Coworkers
REPORTING:
• Satmetrix Dashboards
• Excel Files in Sharepoint
• Powerpoint dashboards
• Phone survey summaries
(and audio)
INTERPRETING:
• Executive briefings
• Custom analyses on demand
• Presentation of results at
functional group meetings
TRAINING:
• Program Overview on
Intranet
• Training on demand

14. 14© KRONOS INCORPORATED June 11, 2015
RESPECT Coworkers’ Competing Priorities
• Coach your way to improvements
• Make it as easy as possible for your coworkers to
access and leverage your insights

15. 15© KRONOS INCORPORATED June 11, 2015
MEASURE What Matters
Survey Type Trigger Channel Key Metric Frequency
Hardware Support Support incident closed Email Satisfaction Daily M-F
Software
Support
Support incident closed Email Satisfaction Daily M-F
Education Services End of classroom or virtual
training experience
Email Satisfaction Daily M-F
Professional
Services
End of engagement Email Satisfaction Weekly
Professional
Services
Test Milestone Survey
(Convergys)
Phone Satisfaction Weekly
Professional
Services
Test Milestone Follow Up
Survey (Convergys)
Phone Satisfaction Weekly
SaaS HR Partner Manual Email NPS On demand
Loyalty Midpoint of customer
maintenance contract
Email NPS Annually via monthly
outcasts
•Survey fatigue managed via “no send” rules that limit frequency
•Surveys provided in French, Spanish and English

16. 16© KRONOS INCORPORATED June 11, 2015
DRIVE Follow Up With Customers
Alert owners receive
automatic email
notification
Alert owner
calls the
customer
Alert owner works the
issue and records the
resolution in
Satmetrix
NPS improves year over year among common
respondents

17. 17© KRONOS INCORPORATED June 11, 2015
REWARD Desired Behaviors
• Support and Professional Services teams receive
bonuses and special performance awards tied to
customer satisfaction metrics
• CEO sends notes to individuals identified in surveys as
providing excellent service
• Positive comments about individuals in surveys are
shared via company newsletters
• Every employee’s performance review includes
assessment of customer focus behaviors

18. 18© KRONOS INCORPORATED June 11, 2015
CELEBRATE Satisfied Customers
Fans identified in
surveys are invited to
post to their LinkedIn,
Facebook, and/or Twitter
Accounts
Data is mined to identify
case study and press
candidates

19. 19© KRONOS INCORPORATED June 11, 2015
14,000+
Today we have
cloud customers!
MODIFY Program as Business Evolves
Arcos
Dorados

20. 20© KRONOS INCORPORATED June 11, 2015
Delivering on the Cloud Vision Requires Kronos
Transformation – CX program will transform, too
To Service
To Continuous
Interaction
Change in
Relationship
A tangible
thing the
Customer
manages
From Intermittent
Transactions…
Change in
Orientation
Change in
Interaction
From Firefighting
From Product…
Sell.
Install.
Support.
Train.
Upgrade.
To Continuous Improvement
Anticipate
needs.
Deliver
solutions.

21. 21© KRONOS INCORPORATED June 11, 2015
Next Steps for Kronos CEM Program
• Continue global expansion of program
• Expand data and insights accessible to stakeholders
• Revising older surveys to better serve needs of
business
• Expanding positive customer word of mouth in market
through social media, customer reference program, and
(coming soon) customer community

22. 22© KRONOS INCORPORATED June 11, 2015
Joyce Maroney
jmaroney@kronos.com
978-947-3031
Blog: www.workforceinstitute.org
@wf_institute