Own The Moment
Published on Nov 21, 2015
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MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
CUSTOMER LOVE
HOW TO ENGAGE HEADS, HEARTS, AND HANDS
THREE SIMPLE STEPS
- Moments we own
- MOments we create
- Moments we sustain
LEADERS+EMPLOYEES
CREATE THE EXPERIENCE FOR CUSTOMERS
OWN IT
CREATE THE MOMENT, DON'T WAIT FOR IT
CREATE IT
DO THE RIGHT THINGS, NOT JUST DO THINGS RIGHT
SUSTAIN IT
ENGAGE, CONNECT, SHARE
Myth #1
Customers complain
70-90% don't
Myth #2
Invest in marketing and advertisement
WHERE'S THE LOVE
- No onboarding/embedding
- Weekly learning bursts
- 30-60-90 check in
SPREAD THE LOVE
- Storytelling
- Be in the moment
- Take your time on the call
- Behavioral analytics
LEAD BRILLIANTLY
- Ask vs. Tell
- Appreciation language
- Tiny pulse check in
TEAM OWNERSHIP
- Consistency
- Understand the patient
- Culture of accountability
- Nano learning (15 min)
- Storytelling
CASE STUDY - HEALTH CENTRAL HOSPITAL
- Patient satisfaction score
- 1500 employees
- 4 different cultures
- Health central university
- Acquired by larger system
CASE STUDY - ISLAND ONE RESORT
- 25 yrs - zero investment in ppl
- 1,000 employees
- Start with 200 leaders
- Worked on 4 standards
- Expedia.com selected them #1
START TODAY
- 30 days - change in behavior
- 90 days - improvement in Scores
- 1 year - transformed culture
MATTERSIGHT PREDICTIVE BEHAVIORAL ROUTING
- Route callers to best available agent
- Personality, communication style, history
- 23.9% reduction in average talk time
- 25% reduction in detractor scores
- 5% increase in Promoter scores
CASE STUDY - BGE
- Bge smart energy rewards
- Real-time electric usage
- Bge specialized call center
- Specialized training
- Positive social media feedback
CASE STUDY - E.ON (UK)
- One page strategy
- Customer journey
- Touchpoints
- I join, i move, i pay, i query, i renew
- Ownership by senior leadership
