Cvent: A Case Study in Launching a Customer Satisfaction Program...
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SESSION 509 Thursday, April 14, 11:15am - 12:15pm Track: The Customer Experience Cvent: A Case Study in Launching a Customer Satisfaction Program Jamie Stannard Director, Support and Training, Cvent [email protected] Emily Gotosa Senior Manager of Client Services, Cvent [email protected] Session Description Are you feeling stuck on how to launch a customer satisfaction program? Measuring customer satisfaction is such an important part of understanding and improving your customer experience, but it can be difficult to know where to start. In this session, Jamie Stannard and Emily Gotosa will present practical tips for measuring and improving customer satisfaction and address the cultural changes that follow from a new focus on customer satisfaction. You;ll walk away with a clear path forward to understanding customer satisfaction and adjusting your internal culture to be more data-centric. Speaker Background Jamie Stannard is currently the director of support and training at Cvent and has twenty-plus years of experience in the technical support industry. He earned his BSBA, MBA, Master Black Belt in TPI, and he is a certified HDI Support Center Manager and KCS Principles credential-holder. Jamie became a member of HDI in 2000 and is currently the president-elect of the HDI Atlanta local chapter. Emily Gotosa is a senior manager of client services at Cvent, where she manages service delivery operations for multiple groups. Emily started her career as a product consultant, assisting customers with developing feedback programs and interpreting results. She specializes in process design, implementation, and improvement, and she has initiated quality and productivity KPIs for Cvent. Emily received her BS in psychology from James Madison University and her HPMT certification from COPC.
Transcript of Cvent: A Case Study in Launching a Customer Satisfaction Program...
SESSION 509 Thursday, April 14, 11:15am - 12:15pm
Track: The Customer Experience
Cvent: A Case Study in Launching a Customer Satisfaction Program
Jamie Stannard Director, Support and Training, Cvent [email protected] Emily Gotosa Senior Manager of Client Services, Cvent [email protected]
Session Description Are you feeling stuck on how to launch a customer satisfaction program? Measuring customer satisfaction is such an important part of understanding and improving your customer experience, but it can be difficult to know where to start. In this session, Jamie Stannard and Emily Gotosa will present practical tips for measuring and improving customer satisfaction and address the cultural changes that follow from a new focus on customer satisfaction. You;ll walk away with a clear path forward to understanding customer satisfaction and adjusting your internal culture to be more data-centric. Speaker Background Jamie Stannard is currently the director of support and training at Cvent and has twenty-plus years of experience in the technical support industry. He earned his BSBA, MBA, Master Black Belt in TPI, and he is a certified HDI Support Center Manager and KCS Principles credential-holder. Jamie became a member of HDI in 2000 and is currently the president-elect of the HDI Atlanta local chapter. Emily Gotosa is a senior manager of client services at Cvent, where she manages service delivery operations for multiple groups. Emily started her career as a product consultant, assisting customers with developing feedback programs and interpreting results. She specializes in process design, implementation, and improvement, and she has initiated quality and productivity KPIs for Cvent. Emily received her BS in psychology from James Madison University and her HPMT certification from COPC.
Session 509Cvent: A Case Study in Launchinga Customer Satisfaction Program
Jamie Stannard Emily Gotosa
Presenter Introductions
Jamie StannardDirector, Support and Training
Emily GotosaSr. Manager, Client Services
• 7+ years in Customer Service & Technical Support
• HDI member since 2015• HPMT Certified by COPC• Bachelor’s of Science in
Psychology from James Madison University
• 22+ years in IT and Technical Support• HDI member since 2000• HDI Atlanta President• Lean Master Black Belt in TPI• MBA from Kennesaw State University• Support Center Manager Certification• KCS Principles Certification
• Timeline
• Challenges with The Survey
• Challenges with Technology
• Challenges withChange Management
• Challenges with Accountability
• Risk factor: losing your focus
• Beyond the numbers
AGENDA
Results
95.79%
2.47% 0.99%
96.63%
2.46% 1.30%
96.34%
2.80% 0.73%
96.19%
2.40% 1.13%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
OSAT(%) ODSAT(%) VDSAT(%)
14-Jun 14-Dec 15-Jun 15-Dec
Timeline
November, 2013Initiate Survey Project
February 4, 2014Create Surveys
February 19, 2014Launch Surveys
July 7, 2014Daily Reporting on CSAT
April, 2015Agent Reports for CSAT
October 5, 2015Automate Closed Loop
November, 2015Mythic Service Initiative
CHALLENGE #1The Survey
Survey Best Practices
#1 – Overall satisfaction rating
#2 – Driver question:“What most influenced your rating?”
Ask for satisfaction with all drivers
Include a comment box
The Questions
Survey Triggers
Limited Resources
• Short & sweet – 10 questions max
• Think ahead to the data you want to see
– Work backwards to write the questions
Survey Writing Tips
Sample Survey
CHALLENGE #2Technology
Survey response logged in Salesforce
Trigger to Management
Survey Response
Target Workflow
Email invitation to survey
Interaction closed in Salesforce
Automating Triggers
Access to Reporting
Closed Loop Automation
CHALLENGE #3Change Management
Socialization
Internal Systems
CriticalAssumption
CHALLENGE #4Accountability
Accountability
for Managers for Agents
SeismicShift
Executive Sponsorship
CHALLENGE #5Losing Your Focus
Thank you for attending!
Emily GotosaSr. Manager, Client Services
Please don’t forget to complete a session evaluation!
Email: [email protected]/in/emilyebersole
Jamie StannardDirector, Support and Training
Email: [email protected]/in/jamiestannard
