7. Overall, how satisfied
are you with our
company
This company always
delivers on what they
promise
How likely are you to
continue to
choose, repurchase or
repeat your business
with our company
How likely are you to
recommend our
company to a friend or
associate
This company is a
name I can always
trust
This company always
treats me fairly
If a problem arises, I
can always count on
this company to reach
a fair and satisfactory
resolution
I feel proud to be a
customer of this
company
This company always
treats me with respect
This company is the
perfect company for
people like me
I can't imagine the
world without this
company
Human Sigma
10. Know what’s
expected of me
Have the tools to
do it right
Get to do what I do
best every day
Someone here
actually cares @
me
Someone here
encourages my
development
My opinion seem
to count
We’re all
committed to
doing quality work
I have a best friend
here
Progress discussed
every 6 months
Recognized in the
last 7 days
My job matters
Our Purpose
matters
Learned and grew
this year
Human Sigma
13. 96% ‘high effort’ are more disloyal
9% ‘low effort ‘are more disloyal.
Predictive Power for
High Purchasing
CES
NPS
CSAT
Low
Predictive Power for
Increased Spending
“The Customer Effort
Score outperforms the
Net Promoter Score and
customer satisfaction
measures in predicting
behavior.” – Harvard Business Review
High
15. Customer Reporting Service
Exceeded Expectations
Expectations
Exceeded
The Cost of Exceeding
Expectations (Versus Meeting)
+20% More
11-15% More
6-10% More
15-20% More
Expectations
Not Exceeded
Source: Customer Contact Council research.
And yet…
20% of Satisfied leave
28% of Dissatisfied stay
16. More Loyal
12%
87%
Moments of Wow: Teaching Customer
75%
Effort: First Contact Resolution
Neutral
219%
Effort: +1 Contact to Resolve
342%
45%
More Disloyal
Source: Customer Contact Council research.
Rep: Generic Service
40%
20%
18%
Effort: Repeating Info
Effort: Perceived More Effort
Effort: Transfers
17. Satisfaction
Improved
Experience
with the Rep
• Rep confidence
• Rep concern
• Rep listening ability
• Ability of rep to understand customer
• Rep understood mood
• Service personalization
• Certainty of follow through
Source: Customer Contact Council Research
Reduced
Customer
Effort
Provided
“Moments
of Wow”
• Number of transfers
• First contact resolution
• Perceived additional effort to resolve
• Service organization’s knowledge
about customer
18. Loyalty
Improved
Experience
with the Rep
• Service personalization
Source: Customer Contact Council research.
Reduced
Customer
Effort
Provided
“Moments
of Wow”
• Number of transfers
• Repeating information
• Teaching the customer
• First contact resolution
• Number of contacts to resolve
• Perceived additional effort to resolve
19. •
•
•
• HIGHER EFFORT
• PROBLEMS AND COMPLAINTS
• HIGH TECH, TRAVEL, LEISURE AND SHIPPING
• LOGISTICS & COMPLEX TECHNICAL ISSUES
• PHONE, EMAIL AND CHAT
• MULTIPLE CONTACT METHODS, REPEATING INFO, X-FERS, CUSTOMERS PUT TO WORK (FORMS, FAXING, ETC…)
•
•
Source: CEB and CCC
23. Capture
Desktops
Laptops
Desktop Activities
• User Activities
• Process Events
• Application Data
• Network Data
Store/Publish
Database
Web Service
Data
• Collected in a Database
• Shared Network Drive
• Publish/Subscribe
Analyze
Reporting
3rd Party Reporting
and Applications
Reporting & Analytics
• Real time, Historical
• BPMS, BAM, BI
• WFM, Analytics
25. Simple Claims Process
Application Response:
Employees wait for screens to
refresh while navigating
application.
Bottleneck: 48% of the Claims are
in this step at >21 days. Drill down
with Business Process and Data
Monitors to find out Why?
Training: Employees are not
following steps using best
practices.
26. Simple Customer Service Inquiry
Manual Process: Employee
searches 3 different
customer databases for
status and contract details.
Missing Process: CRM not updated
consistently after technician
completes work.
Logical Process: Check x. If y, do z.
In that order. Every time.
Automation opp for parallel
processing, no missed steps &
faster Root identification.
28. ANALYZE
Sales
Service
Support
Collections
Customer ID
Order ID
Order Type
Order Value
Payment Method
Account ID
Account Type
Customer ID
Status
Disposition Code
Comments
Case/Ticket #
Case Type
Case Status
Case Severity
Customer Status
Warranty Status
Purchase Channel
Customer ID
Status
Response
Outcome
Follow-up Action
Promise Date
Promise Amount
Dollars Collected
Forecast Date
Forecast %
Trading
Public Safety &
Security
Mask/Mute
Credit Card Info.
Mask/Mute
Credit Card Info.
Insurance
Healthcare
Policy Number
Claim ID
Claim Status
Claim Value
Date of Accident
Duration of Claim
Policy Effect. Date
# Lines of Business
Claims History
Account ID
Patient Name
Physician Name
Diagnosis
Insurance Coverage
Mask/Mute
Patient Private Info.
Order Type
Share Quantity
Customer ID
Portfolio Type
Stock Symbol
Order Source
Share Price
Order Amount
Incident ID
Incident Type
Incident Location
Incident Severity
29. ANALYZE
First Contact Resolution
Cancelled
Accounts
Cancelled
Orders
Handle Time Optimization
Call
Types
Call
Processes
Multiple
Transfers
& Holds
Long
Holds
Sales Acceleration
New
Orders
Upsell
Attempts
Credits
Issued
Incomplete
Sales
High HT
& No PTP
Instant
Payments
Late Fees
Waived
Quick
Hang Ups
Customer Defection
Automated
Interaction
Assembly
Repeat
Calls
Collections Optimization
PCI-DSS Compliance
30. The workstation is a gold mine – for measuring GET, GIVE & EFFORT
Capture practically any business data or action for more surgical
process improvement - even across users and departments
Tag specific work processes for task time
measurement and bottleneck isolation
Capture specific customer intent, data changes
and account actions for Big Data /marketing input
Define workflow and other milestones