employee programs: where cx meets ex · where cx and ex intersect “” zig ziglar you don’t...
TRANSCRIPT
Employee Programs: Where CX Meets EX
Customer Panel moderated by Julia Markish
Medallia © Copyright 2017.
Really?
2
Employee NPS 0 Customer NPS 75?
Medallia © Copyright 2017.
EX and CX Feed Off One AnotherImpact on relative revenue growth
Cus
tom
er s
atis
fact
ion
Hig
hLo
w
Employee engagementLow High
Source: Fleming, John and Jim Asplund (2007). Human Sigma, Gallup
5.2
4.5
3.8
2.5
1.8
1.0
3
Medallia © Copyright 2017.
“”
GALLUP, 2016
Business units with top quartile employee engagement are 21% more profitable compared with those in the bottom quartile.
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Medallia © Copyright 2017.
Our SpeakersFrom running a market to running a Net Promoter System
Carla ArchambaultFormer GM, Seattle
Graham TuttonVP Customer Insights
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Medallia © Copyright 2017.
Our Focus
The intersection of
CX and EX
The results of taking a combined
approach
Our panelists’ learnings
(aka failures)
1 2 3
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Medallia © Copyright 2017. 7
Who is Zipcar?Our Core Values
Obsess About the Member ExperienceBuild trust and confidence among our member community by delivering leading convenience dependability and service excellence
1Be the Best We Can Be
Support personal growth, impact, and excellence
2Deliver Results
Create enduring value through growth
3Keep it Simple
Win through simplicity and continuous innovation
4Have an Impact
Change the world through urban environment transformation
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The Member at the Centerin Each Market
“”SIMON SINEK
Customers will never love a company until the employees love it first.
Where CX and EX Intersect
“”ZIG ZIGLAR
You don’t build a business, you build people and then people build the business.
Results When Combining Both Voices
▶ Employee Engagement
▶ Member Loyalty
▶ Employee Retention
What We Learned and Where We Can Do Better
Build TrustAnonymity
Participation (Huddle Captain)
1Make TimeSurvey/huddle cadence
Huddle timing
2Take ActionAction plan
Follow-through
Communication
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eNPSOverviewApril20,2017
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OurMissionTomakecustomerexperienceourbestproduct
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TwoVoicesintheRoom
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Listentoourcustomersand
eachother
Learnfromemployeeandcustomerfeedback
Acttogiveoutcustomers
greatservice
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NPSDeploymentStatusAsofMarch2017
ASOFTODAY
50K teammembersdeployed60%ofcompanydeployed
Sources:Medallia;ComcastNationalHierarchyFile
West16Kfrontline4Ksupport
NCOE2Kfrontline10support
NED5Kfrontline50support
Central16Kfrontline700support
HQ200frontline3Ksupport
100%
75%
50%
25%
0%
%DeployedbyBusinessGroup
Business2Kfrontline150support
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NetPromoterSystemKickoffEvents
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NetPromoterSystemRollout
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Operations↑
EX&CX↑
Financials↑
SoWhat?
CONSISTENCYandTRUST
Q&A