bi summit network education product development for ogx and icx-final version
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Business Intelligence:Converting Data into Action for Growth
Rotterdam, 25th-29th November
2
c
OGX Product DevelopmentHow to use BI to satisfy your customers
Why BI for OGX Product Development?
Set the right expectations with your
EPs
Co-delivery with your main country partners
Enhance your EPs experience
4
Did you know?!
Charles Schwab turned its fortunes around by placing clients squarely in the center of everything they do (NPS from -35 to 50, developing their product)
Get the DATA about the customer
experience
CUSTOMER LOYALTY
through Product Development
Transform this data into ACTION
Using CustomerGauge for OGX Product Development
“CustomerGauge gives you all the data you need to develop your product, you just need to know how to find it”
The most relevant data that you can utilize for smarter product development strategies are:
Self Selected Issues
Understand the main
detractors/promoters issues of
your key entity partners
NPS Score
Set goals and track your CY
partners promoters
% of Promoters
Set goals and track your CY
partners promoters
Response Rate
Have a representative
sample
Comments
Have a full understanding of
the issues
Self Selected Issues
Use the main promoters and detractors issues to align expectations with your EPs
Track the top issues with you entities partners
Self Selected Issues
#1 Step
Advanced Options:
3) Loyalty: Detractors and Promoters
4) Programme code: Select the programme that you want
5) Status: completed
For MC
6) Home Entity: your country
7) Host Entity: Your CY partners
For LC
6) Home LC: your LC
7) Host LC: Your LC partners
1) Date Range: Select the last quarter that you want analyze (quarterly do the PD is recommended)
2) Filter by: Survey date
#2 Step
#3 Step
Self Selected Issues
Select the top 3 detractors and top 3 promoters issues for level 1 looking to the % (ALL)
1) For each level 1 issue, you look to the level 2 issues of those level 1 issues
2) Than you have the information that you need and what you need to focus to set expectations with your EPs
#5 Step
#4 Step
Comments
Use the comments to have a better understanding about the top self selected issues
Understanding better the issues, the expectations setting with your EPs will be better too
Comments
#1 Step
1) Use the self selected issue analyses made in the previous slide
2) Click on comments of the top 3 issues of level 1 and level 2 and you will get better information about each issue
% of Promoters
Set goals with your entity partners about the % of promoters
Track the goals monthly
% of Promoters
1) Date Range: Select the last quarter that you want analyze (quarterly do the PD is recommended)
2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: your country
7) Host Entity: CY partners
For LC
6) Home LC: your LC
7) Host LC: Lc partners
#2 Step
#1 Step #3
Step
% of Promoters
Calculate the % of promoters of the quarter:
% of Promoters = Number of promoters/Number of responses
Use the last row of the table
#4 Step
Use this data to:
1) Set goals with your CY/LC partners
2) Track your goals
#5 Step
NPS Score
Set goals with your entity partners about the NPS
Track the goals monthly
NPS Score
#1 Step
1) Date Range: Select the last quarter that you want analyze (quarterly do the PD is recommended)
2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: Your Country
7) Host Entity: CY partners
For LC
6) Home LC: Your LC
7) Host LC: LC partners
#2 Step
#3 Step
NPS Score
See the current number of NPS Socore of the quarter
#4 Step
Use this data to:
1) Set goals with yoiur CY/LC partners
2) Track your goals
#5 Step
Response Rate
Get the Response Rate to know if you have enough responses (sample) to be representative
Response Rate
#1 Step
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: your country
7) Host Entity: CY partners
For LC
6) Home LC: your LC
7) Host LC: LC partners
#2 Step
#3 Step
Response Rate
1) Look at the Responses (second chart – NOT response rate) of the quarter
2) Identify if you have enough responses and your analyses could be representative:
3) Calculate the sample size needed:
http://www.raosoft.com/samplesize.html
Margin of error: 5%
Confidence lecel: 95%
Population: Number of matches in the quarter
Than you will know the minimum sample needed!
4) Compare this minimum with the number of responses in the quarter (sum the 3 months responses)
5) You need to be sure if you have sufficient responses to do product development
#4 Step
Who should do thisMCVPs Operations, ICX, OGX or MCPs
LCPs, LCVPs ICX or OGX
How oftenEvery Quarter
How to give this information to the LC’sGive national initiatives to LCs to implement it quarterly
Creating the leadership the world needs requires a product the youth desires
28
c
ICX Product DevelopmentHow to use BI to satisfy your customers
Why BI for ICX Product Development?
Understand your customer’s concerns
Focus the issues of your Product you need to improve
Improve EPs experience
30
Rackspace, with its emphasis on achieving greatness, is growing at more than 30% per year and has become the leader in its target markets
Did you know?!
Get the DATA about the customer
experience
CUSTOMER LOYALTY
through Product Development
Transform this data into ACTION
Using CustomerGauge for ICX Product Development
“CustomerGauge gives you all the data you need to develop your product, you just need to know how to find it”
The most relevant data that you can utilize for smarter product development strategies are:
Self Selected Issues
Set a focus for Product
Development and set goals
NPS Score
Set goals and track
% of Promoters
Set goals and track
Response Rate
Have a representative
sample
Comments
Have a full understanding of
the issues
Self Selected Issues
Understand the main customers concerns and set a focus on what you want to develop
Set your goals and track them
#1 Step
Advanced Options:
3) Loyalty: Detractors
4) Programme code: Select the programme that you want
5) Status: Completed
For MC
6) Home Entity: All
7) Host Entity: Your country
For LC
6) Home LC: All
7) Host LC: Your LC
1) Date Range: Select the last quarter that you want analyze (quarterly do the product development is recommended)
2) Filter by: Survey date
#2 Step
#3 Step
Self Selected Issues
Select the top 3 detractors issues for level 1 looking to the % (ALL)
1) For each level 1 issue, you look to the level 2 issues of those level 1 issues
2) Than you have the information that you need and what you need to focus to improve
#5 Step
#4 Step
Self Selected Issues
Self Selected Issues
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
5) Home Entity: All
6) Host Entity: Your country
For LC
5) Home LC: All
6) Host LC: Your LC
1) Date Range: Select the last quarter that you want analyze
2) Filter by: Survey date
#7 Step
#8 Step
#6 Step
Self Selected Issues
See the top level 2 detractors issues and how much it is contributing to the NPS Score (+/-)
This information helps you to define a focus and also set your goals for product development
#9 Step
#10 Step
See the top level 1 detractors issues and how much it is contributing to the NPS Score
This information helps you to define a focus and also set your goals for product development
Comments
Use the comments to have a better understanding about the top self selected issues of detractors
Understanding better the issues, it easier to address the customer needs
Comments
#1 Step
1) Use the self selected issue analyses made in the previous slide
2) Click on comments of the top 3 issues of level 1 and level 2 and you will get better information about each issue
% of Promoters
Set goals for the % of promoters of your Product Development
Track the goals monthly
% of Promoters
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: All
7) Host Entity: Your country
For LC
6) Home LC: All
7) Host LC: Your LC
#2 Step
#1 Step #3
Step
% of Promoters
Calculate the % of promoters of the quarter:
% of Promoters = Number of promoters/Number of responses
Use the last row of the table
#4 Step
Use this data to:
1) Set goals for your product development
2) Track your goals
#5 Step
NPS Score
Set goals for NPS of your Product Development
Track the goals monthly
NPS Score
#1 Step
1)Date Range: Select the last quarter that you want analyze
2)Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: All
7) Host Entity: Your country
For LC
6) Home LC: All
7) Host LC: Your LC #2 Step
#3 Step
NPS Score
See the current number of NPS Socore of the quarter
#4 Step
Use this data to:
Set goals for your product development
Track your goals
#5 Step
Response Rate
Get the Response Rate to know if you have enough responses (sample) to be representative
Response Rate
#1 Step
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
6) Home Entity: All
7) Host Entity: Your country
For LC
6) Home LC: All
7) Host LC: Your LC
#2 Step
#3 Step
Response Rate
1) Look at the Responses (second chart – NOT response rate) of the quarter
2) Identify if you have enough responses and your analyses could be representative:
3) Calculate the sample size needed:
http://www.raosoft.com/samplesize.html
Margin of error: 5%
Confidence lecel: 95%
Population: Number of matches in the quarter
Than you will know the minimum sample needed!
4) Compare this minimum with the number of responses in the quarter (sum the 3 months responses)
5) You need to be sure if you have sufficient responses to do product development
#4 Step
Who should do thisMCVPs Operations, ICX, OGX or MCPs
LCPs, LCVPs ICX or OGX
How oftenEvery Quarter
How to give this information to the LC’sGive national initiatives to LCs to implement it quarterly
Creating the leadership the world needs requires a product the youth desires
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