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Move Over Gut Feel , Emotions are all About Data Monday Feb 19 2:20pm - 2:40pm

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Page 1: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

M o v e O v e r G u t F e e l ,

E m o t i o n s a r e a l l

A b o u t D a t a

Monday Feb 19

2:20pm - 2:40pm

Page 2: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Loraine de Vr ies

Manager Customer Service

@Eurof lor ist : 2017

Working in the industry s ince 1996

w w w . l i n k e d i n . c o m / i n / l o r a i n e d e v r i e s 2 0 1 8

Page 3: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

W h o a r e w e ?

Page 4: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

We he lp peop le ca re

and make o the rs f ee l

l oved

Page 5: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Bouquets International

Same day delivery

Florists

Handcrafted Quality

Fresh

Network Worldwide

Page 6: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Order & Shipping journey

Order created

*Offline (by florist)

*Online

Internal order

process

Order send

to florist

Florist creates product

Florist delivers

Arrival at recipient

Page 7: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

W e c a n n e v e r f a i l , a n d w e h a v e

o n l y 1 c h a n c e t o d o i t r i g h t !

Page 8: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

V o i c e o f t h e c u s t o m e r

Page 9: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Voice of the Customer team

Project man.

Product captain

Finance captain

BI

IT captain

Sales captain

eComcaptain

Understand our customers and translate into action

M

T

s

p

o

n

s

o

r

s

Page 10: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Building the VOC

program

Objectives

Recourses

Roadmap

Communication

Education

System requireme

nts

Expert

support

Page 11: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters
Page 12: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Understand our

customers

and translate

into action

Page 13: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Surveys

NPS

CES

CSAT

Relational

Transactional

Transactional

Transactional

Page 14: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Analysis

Dash

board

Data

Feed

back

Real time overview

Available for everyone

Daily insights and individual actions

Cross check and comparing with other data (financial, volume, etc.)

Translating comments into data and usable information

Alerts

Relevant information to specific stakeholders

Follow up specific cases

Page 15: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Actions

KPI’sWords into numbers

• Specific improvements per period

• Measurable and achievable (%, not #)

• Driving NPS and CSAT

• Contributing to OKR’s

Page 16: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Maintain CSAT

Maintain NPS

CX role model

Customer Centricity

VOC

Page 17: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

PreparationSupportersCaptainsCommunicationEducationFollow upInsightsMake it actionable

Page 18: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters
Page 19: M o v e O v e r G u t F e e l - INSIGHT INNOVATIONinsightinnovation.org/images/2018/02/EU/Loraine.pdf · 2018-02-28 · CX role model Customer Centricity VOC. Preparation Supporters

Continue the

conversation with

Qualtrics – booth no 4


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