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Building Customer Success With Enhanced Employee Engagement

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Access the full event here: https://event.on24.com/wcc/r/1956171/6FBD87FB123A769E1C9499F4CDC6E922

"Successful retailers recognize that their front-line employees are much more than just shelf-stockers and cashiers: they are absolutely critical to creating the kind of unique, memorable customer experiences that differentiate a retail brand. Unless their employees feel that they are an engaged, vital part of the shopping experience, retailers are finding that it’s nearly impossible for them to execute on customer experience (CX) initiatives.

By tapping into the Voice of the Employee (VoE) — which involves collecting, managing and acting on employee feedback — and by linking it to Voice of the Customer (VoC) programs, retailers can get the data they need to enhance employee engagement. And with Millennials and Gen Z employees entering the workforce, their desire for finding connection and purpose at their jobs increases the necessity and value of such programs.

This Retail TouchPoints Connected Consumer Series webinar, sponsored by Medallia, will use real-world retailer examples to explore how VoE and VoC can be successfully linked, and how retailers can use the data and insights generated by these communication initiatives to build employee engagement, enhance the customer experience and boost the bottom line. Additionally, attendees will learn what’s needed to establish a VoE program; what to look for in a partner; and how best to use the information that the program generates to achieve desired business results."

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Building Customer Success With Enhanced Employee Engagement

  1. 1. #CCS19 Building Customer Success With Enhanced Employee Engagement SPONSORED BY:
  2. 2. #CCS19 Follow this event on LinkedIn & Twitter #CCS19 Retail Touchpoints: @RTouchPoints Adam Blair: @adamblair29 Medallia: @Medallia
  3. 3. #CCS19 About Retail TouchPoints  Launched in 2007  Over 45,000 retail subscribers  To provide executives with relevant, insightful content across a variety of digital medium Sign up for our weekly newsletter: www.retailtouchpoints.com/subscribe
  4. 4. #CCS19 Prize Pack: Register & Attend to Win Earn 1 automatic entry when you register and a second entry when you attend live. Register For & Attend #CCS19 Webinars For the Best Chance to Win! • Free Pass to #RIC19 in NYC May 6th-8th – 1 Winner Per Day • Apple AirPods – 1 Winner • $10 Starbucks Gift Cards – 1 Winner Per Session
  5. 5. #CCS19 Questions, Tweets & Resources Submit your questions here Download today’s resources Join the conversation #CCS19
  6. 6. #CCS19 Panelists MODERATOR: Adam Blair Editor Retail TouchPoints Russ Haswell VP and Solution Principal Medallia Erica James Senior Manager, Professional Services Medallia
  7. 7. Medallia © Copyright 2019. Confidential. Building Customer Success With Enhanced Employee Engagement
  8. 8. Medallia © Copyright 2019. Confidential. Today’s Discussion Agenda 1. About Medallia & Operational CX 2. CX and EX Trends Trend 1: Experience is the new product Trend 2: The expectation bar is being raised Trend 3: Leveraging engaged employees 3. Wrap-up / Q&A
  9. 9. Medallia © Copyright 2019. Confidential. Create a world where companies are loved by their customers and employees
  10. 10. Medallia © Copyright 2019. Confidential. Optimize CRM POSERP Dynamic OrgSync Advanced Data Analytics Engage Structured (surveys) Unstructured (comments) Data Collection & Ingestion AI & Machine Learning | Text Analytics In-Memory Analytics | NLP Solicited Feedback Unsolicited Feedback Operational Data Messaging Observed Behavior Voice SocialEmployee Activate Executives Insights Managers & Frontline Real-time Actions, Dashboards, Alerts & A/B Testing IOT signals Visit Patterns Event Data Prioritize investments, address systemic issues Root cause deep dive, Innovation tests (A/B) Strengthen relationships via closed loop feedback Medallia Experience Cloud A Platform Overview
  11. 11. Medallia © Copyright 2019. Confidential. Customer Experience Business Experience Employee Experience Product Experience Purpose built to deliver experiences that drive outcomes Improves customer loyalty Increases purchase frequency Drives operational efficiency Saves at-risk accounts Improves upsell/cross-sell Increases sales productivity Increases productivity Reduces attrition Improves onboarding time Reduces development risk Shortens development cycles Validates new ideas Interconnected Experiences for All Businesses
  12. 12. Medallia © Copyright 2019. Confidential. Customer Experience Business Experience Employee Experience Product Experience Improves customer loyalty Increases purchase frequency Drives operational efficiency Saves at-risk accounts Improves upsell/cross-sell Increases sales productivity Increases productivity Reduces attrition Improves onboarding time Reduces development risk Shortens development cycles Validates new ideas Purpose built to deliver experiences that drive outcomes Interconnected Experiences for All Businesses
  13. 13. Medallia © Copyright 2019. Confidential. Trends driving the convergence of CX & EX
  14. 14. Medallia © Copyright 2019. Confidential. Experience is the new product 1 Trends driving the convergence of CX & EX
  15. 15. Medallia © Copyright 2019. Confidential. Experience is the new product The expectation bar is being raised 21 Trends driving the convergence of CX & EX
  16. 16. Medallia © Copyright 2019. Confidential. Experience is the new product The expectation bar is being raised Leveraging engaged employees 21 3 Trends driving the convergence of CX & EX
  17. 17. Medallia © Copyright 2019. Confidential. CX evolution is fueling operational transformation Continuous feedback Capture entire journey across all touchpoints Information and insights accessible to any team Point in time Single touchpoint Data & insights siloed
  18. 18. Medallia © Copyright 2019. Confidential. nner/outer loop system supports continuous improvement at scale *Source: Bain & Company
  19. 19. Medallia © Copyright 2019. Confidential. Great experiences lead to great results Every interaction matters Customers will pay up to 16% more for a great experience and will walk away from just one bad one Source: PwC, 2018 CX Leaders have greater revenue growth over CX Laggards CX Laggards CX Leaders Source: Forrester, 2017 of customers will walk away from a brand they love after just one bad experience
  20. 20. Medallia © Copyright 2019. Confidential.Medallia © Copyright 2019. Confidential. People Buy Experiences, Not Products Customers expect an experience that is personalized, timely, and convenient—or they will go elsewhere
  21. 21. Medallia © Copyright 2019. Confidential. Experience is the new product The expectation bar is being raised Leveraging engaged employees 21 3 Trends driving the convergence of CX & EX
  22. 22. Medallia © Copyright 2019. Confidential. Experience is the new product Feedback is telling us that customers want more hands-on assistance when using our products, what’s the best way to deliver?” “
  23. 23. Medallia © Copyright 2019. Confidential. LEARN BUY GET USE ASSIST GROW Web Browse In-App Browse Online ChatWeb Purchase Agent Assisted Sales Store Zones Assisted Sale, Ship to Home Buy Online, Ship to Home In-Store Services Return & Repair by Mail Return & Repair in Store Inbound Feedback SupportStore Purchase Buy in Store, Ship to Home Store Browse Product Feedback Loyalty Pop-Ups & Events In-App Purchase Registry Buy Online, Pickup in Store Remote Services Assisted Sale, Pickup in Store Contact Center Operations Store Operations Digital Operations Social Reviews for Products Social Reviews for Locations Promote Location Reviews Promote App Reviews Promote Product Reviews Proliferation of “micro” journeys to best serve today’s retail customer Omnichannel Fulfillment
  24. 24. Medallia © Copyright 2019. Confidential. Although most businesses are organized around channels, “micro journeys” capture the customers’ perspective One continuous, unified view across the shopper's journey
  25. 25. Medallia © Copyright 2019. Confidential. Experience is the new product The expectation bar is being raised Leveraging engaged employees 2 Trends driving the convergence of CX & EX 31
  26. 26. Medallia © Copyright 2019. Confidential. The expectation bar is being raised Our pet owner is expecting us to know more and more about nutritional products, how do we keep up with rising expectations?” “
  27. 27. Medallia © Copyright 2019. Confidential. EX is a CX (and revenue) multiplier Business units with top quartile employee engagement see… • 17% higher productivity • 41% less absenteeism • 51% lower turnover ... compared with business units in the bottom quartile. 0-6 Employee Likelihood to Recommend Future employee performance tied to current eNPS Sources: Harter, Schmidt, Hayes (2002), “Business-Unit-Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis”, Journal of Applied Psychology. Gallup Studies, 2016. Medallia. +5% increase 7 8 9 10
  28. 28. Medallia © Copyright 2019. Confidential. Adopting a lifecycle approach towards Employee Engagement RECRUIT GROW CARE ENABLE ENGAGE SEPARATE Onboarding Life Events Internal Service Management Pulse Offboarding Training Compensation & Benefits Technology Tools 360 Feedback Alumni Performance & Development Workspace & Amenities Ideas Internal Communications Internal Group Services ServicesEngagement Journeys & Moments Careers Website Recruiting Events Candidate Ideas
  29. 29. Medallia © Copyright 2019. Confidential. The Employee Journey and the corresponding level of engagement is heavily influenced by “moments that matter” Visibility, intelligence and action to unlock the power of your people
  30. 30. Medallia © Copyright 2019. Confidential. Experience is the new product The expectation bar is being raised Leveraging engaged employees 3 Trends driving the convergence of CX & EX 21
  31. 31. Medallia © Copyright 2019. Confidential. Leveraging engaged employees We need our BOPIS journey to deliver greater value to our customer, but how?” “
  32. 32. Medallia © Copyright 2019. Confidential. Adopting a lifecycle approach towards Employee Engagement RECRUIT GROW CARE ENABLE ENGAGE SEPARATE Onboarding Life Events Internal Service Management Pulse Offboarding Training Compensation & Benefits Technology Tools 360 Feedback Alumni Performance & Development Workspace & Amenities Ideas Internal Communications Internal Group Services ServicesEngagement Journeys & Moments Careers Website Recruiting Events Candidate Ideas
  33. 33. Medallia © Copyright 2019. Confidential. Leveraging the voice of your employees ● Feedback from the field (e.g. products, services, observed customer feedback) ● Ideas for operational improvement ● Out of stock management ● Outer-loop “challenge” Voice Your Ideas!
  34. 34. Medallia © Copyright 2019. Confidential. Key Takeaways from Today Experience is the new product... listen to your customers and focus on methods to enhance the experience throughout their entire lifecycle The customer expectation bar is being raised... engage your employees at moments that matter to them (and to your customers) Leverage engaged employees... a highly engaged workforce can be a treasure trove of ground breaking (and profitable) ideas, involve them in your continuous improvement process 2 1 3
  35. 35. experience.medallia.com | Current price $1095 till April 15 THE EXPERIENCE MANAGEMENT CONFERENCE OF THE YEAR JUNE 3–5, SAN DIEGO, CA Use code EXP19WEB to save $100 on registration!
  36. 36. Medallia © Copyright 2019. Confidential. 37 Q&A
  37. 37. #CCS19 Q&A // Panelists MODERATOR: Adam Blair Editor Retail TouchPoints Russ Haswell VP and Solution Principal Medallia Erica James Senior Manager, Professional Services Medallia
  38. 38. #CCS19
  39. 39. #CCS19 Thanks for attending Catch up on all of the #CCS19 series here: http://webinars.retailtouchpoints.com/connected-consumer-series/2019/

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