Post on 17-Oct-2014
description
Voxeoʼs Unique Business Culture Building a World Class Service Organization Anne Bowman, Voxeo President Ryan Campbell, Voxeo Chief Culture Officer
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Science
FOCUS on solving the right business problems
Listen to our customers
Identify the right positions & recruit the right talent to fill them
Create the environment for that talent to execute
Identify the right metrics and constantly monitor them to determine our progress
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
BHAG - Circa 2000
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
To be recognized as the place to develop and deploy communications applications.
BHAG - Today
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
2010 Cultural Focus
PROJECT SALES New Sales Scientist Leader
Year of the Partner
Deep Customer Relationships
Solve Business Problems
Sales SLA
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Science
Focus on solving the right business problems
Listen to our customers
Identify the right positions & recruit the right talent to fill them
Create the environment for that talent to execute
Identify the right metrics and constantly monitor them to determine our progress
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
NetPromoter Defined Measure of customer loyalty that fuels
profitable growth
Leading indicator of CHURN
It is a result of world class service
We obsess over creating experiences that build trust and deepen loyalty with our partners.
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
1 2 3 4 5 6 7 8 9 10
Not at all likely
Neutral Extremely likely
Detractors Passives Promoters
= NPS % of PROMOTERS
- % of DETRACTORS
Net Promoter Scoring
“How likely is it that you would you recommend Voxeo to a friend or colleague?”
Voxeo Achieved 57% NPS in 2010
0
Source: “The Ultimate Question” by Fred Reichheld http://www.netpromoter.com/netpromoter_community/index.jspa
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Where weʼre going
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Science
Acute focus on solving the right business problems
Listen to our customers
Identify the right positions & recruit the right talent to fill them
Create the environment for that talent to execute
Identify the right metrics and constantly monitor them to determine our progress
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
TopGrading Defined
What is it? A process for creating high performance teams
A system that increases the success rate for picking the right people
How does it work? Scorecards for all roles throughout the organization
Periodic Talent Reviews for all Voxeons
Consistently use a highly structured interviewing/ hiring process (CIDS)
Develop and maintain a Virtual Bench of future potential Voxeons
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
What does TopGrading do for Voxeo?
Maximize the number of top performers throughout Voxeo
Manage & maximize talent within teams
Retain our top talent
Identify & hire top candidates
Minimize hiring mistakes
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
StrengthsFinder Defined
What is it?
A tool to build awareness of natural talents & insight into personality
Focuses on strengths, not weaknesses
Similar to Meyers Briggs or “personality tests” you may have taken on the web or Facebook
How does it work?
Online test which takes about 30 minutes
Produces personalized detailed assessment
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Benefits For Voxeons
Uncover blind spots for teams and create partnerships
Manage to Voxeons’ strengths
Ensure that Voxeons have the opportunity to do what they do best every day
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Science
Focus on solving the right business problems
Listen to our customers
Identify the right positions & recruit the right talent to fill them
Create the environment for that talent to execute
Identify the right metrics and constantly monitor them to determine our progress
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Core Values
Customer Obsession. We obsess over earning customers for life.
Unlocked Communications. We unlock the neglected potential of communications.
Passionate Problem Solving. We embrace innovative ways of
thinking, communicating and working.
Unconventional Community. We are a family that works hard, laughs often and
embraces individuality.
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Customer Obsession
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Unlocked Communications
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Passionate Problem Solving
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Unconventional Community
UNCOVENTIONAL COMMUNITY
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Culture Office
Human Resources PMO IT
Customer Experience
Account Management
Product Management Voxeo U
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Voxeoʼs Path
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Building Engaged Voxeons
Florida’s Best Companies • Top 20 in 2009 • On again in 2010
Q12 • Employee
Engagement Peer Reviews • Keep, Start, Stop
Focus on Goals
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
Voxeo University
Orientation for every Voxeon • Culture • Product • Core Values
Management training • First Break All the Rules • Five Dysfunctions of a Team • Now Discover Your Strengths
Continuing Education for Voxeons
Partner Training
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
We do things differently
Everyone is in Customer Support
Set Goals That Others Wouldn’t Attempt
Weekly All Hands Meeting
Customer Obsession Award
Culture Crew
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Science
Focus on solving the right business problems
Listen to the customer
Identify the right positions and recruit the right talent to fill them
Create the environment for that talent to execute
Identify the right metrics and constantly monitor them to determine our progress
© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation
The Metrics that Matter