phillyforce 2015: moving from firefighting to prevention with voice of the customer (voc)
TRANSCRIPT
Chad Meyer@chadmeyer_ic
Follow on Twitter: @icsfdc
About Internet Creations
• Supportforce (Service Cloud) since 2004
• Salesforce Consulting & AppExchange Apps
#1 Rated App for Agent Productivity &4 of the top 10 rated apps for Customer Service
Member of Cloud Collective: AppExchange Category Leaders
“Moving from Firefighting to Prevention with Voice of the Customer (VOC)”
By John A. Goodman
Customer Experience 3.0High-Profit Strategies in the Age of Techno Service
• What is Voice of the Customer (VOC)?
• The Customer Experience (CX) Imperative
• How Dyn, Inc leverages Salesforce for transactional surveying
• How Internet Creations solicits criticism and improves with feedback
Agenda
Voice of the Customer (VOC)What do your customers want and need?
Aggregate & analyze data from multiple sources & touch-points
Continuously improveproducts, services, and processes
Collect feedback on experiences & expectations (unsolicited & solicited)
• 10-20X more profitable to deliver great service*
• Every department has an interest in CX
• Technology is key to VOC and CX
* from “Customer Experience 3.0” - Available on Amazon
The Customer Experience (CX) Imperative
Causes of Customer Dissatisfaction
- Mismanaged expectations- Marketing miscommunication- Broken processes
- Fails to follow policy- Attitude
- Wrong expectations- Customer error
From “Customer Experience 3.0” - Available on Amazon
60% - 80% of contacts are preventable
Customers are everywhere
About Dyn• Internet Performance company
• Customers include Twitter, Zappos, Netflix, and Box
• Customer advisory board• Collects feedback with surveys
- Fred Reichheld, creator of the Net Promoter System℠
http://ic.force.com/whyideletedyoursurvey
“Why I deleted your survey”
Simple Survey for Salesforce increases response ratesRespond with 1 click from within email: Landing page after clicking email:
41% of emailswere opened onmobile devicesin 2013CampaignMonitor.com
53% of emailswere opened onmobile devicesin 2014Litmus.com
• Systematic processto continuously improve
• Intervene early
• Celebrate success andrecognize accomplishments
Take action.
Don’t wait until it’s too late!
Turn Rants into Raves!
“…I went from a mindset where you would be getting a 1 or 2… now you will be
getting a 10…within an hour, my case was with a senior support rep…
How can that not be a 10? Bravo.”
A great customer experience startswith a great agent experience.
“Voice of the Agent (VoA)”
• Use Salesforce Ideas to unleash the visionary in everyone
• Eliminate clicks & save time; continuously innovate!
• Recognize success with Salesforce Work.com
Customer Service Culture
Visibility throughout the office on TVs
Everybody has an interest in Voice of the Customer
• Marketing: retention, word of mouth, and image
• Sales: happy customers spend more
• HR: fewer problems leads to happier front line and lower turnover
• Finance: increased margin & cost reduction
360-degree view of VOC data in Salesforce
Questions or [email protected]