Becoming Customer Centric: Finding the Voice of the Customer
Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017 · Uncover Your Competitive...
13
Proprietary / Confidential Voice of the Customer: More Than Surveys July 11, 2017 © 2017 Harland Clarke. All marks are the property of their respective owners. All rights reserved. Presentation materials and video replay will be provided within one week. Have questions? Use the questions panel – we’ll field them as we go and during the Q&A recap at the end of the call.
Transcript of Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017 · Uncover Your Competitive...
Proprietary/Confidential
VoiceoftheCustomer:MoreThanSurveys
July11,2017
©2017HarlandClarke.Allmarksarethepropertyoftheirrespectiveowners.Allrightsreserved.
Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.
Havequestions?Usethequestionspanel– we’llfieldthemaswegoandduringtheQ&Arecapattheendofthecall.
Presenters
2
StephenNikitasSeniorStrategist Director,HarlandClarke• 30yearsexperience,includingseniorexecutiveatfinancialinstitutions
inNewYork,CaliforniaandMassachusetts
• Providesconsultativeservicestobanksandcreditunionsthatresultinsignificantgrowthratesinloans,deposits,accountsand retention
JohnBeriganExecutiveVicePresident,CustomerServiceProfiles(CSP)• Morethan20yearsincustomerexperience
• Providesstrategicleadershipandprimarycontactforclientprojects
©2017HarlandClarke.Allrightsreserved.
Today,We’llDiscuss…
3
● Customerexperience:Perceptionvs.Reality
● Qualitysurveymethodology
● Beneficialbenchmarkingdata
● Insightsfromkeydriveranalysis
● Performanceimprovementassessments
©2017HarlandClarke.Allrightsreserved.
CustomerExperience:MorePerceptionthanReality
4
Source:BankAdministrationInstitute.(2016).RetailBankingOutlook[PowerPointslide].Retrievedfromhttp://bai.adobeconnect.com/p46pkgu8ivk
HowBanksSeeThemselvesvs.HowtheConsumersSeeThem
©2017HarlandClarke.Allrightsreserved.
Ittakesmorethanasurveytochangeconsumerperception
5 ©2017HarlandClarke.Allrightsreserved.
UncoverYourCompetitiveAdvantage
VoiceoftheCustomer OtherSolutions
SurveyChannels&Methodology• Multipleoptions,includingcustomerpanelsurvey
• Fullycustomizable
• Pre-packaged• Fewoptions• Littlecustomization
Benchmarking
• Peergroupcomparisonby:o Assetsizeo Regiono State
• Nocomparativebenchmarking
Consultation&DataAnalysis
• Real-timedataviaweb-basedreporting
• Keydriversforeverychannel• Executivesummarypresentedbydedicatedcustomerexperienceexpert
• Noidentifyingkeydrivers• Noexecutivesummary;usermustinterpretdataandreports
ClientEducation• ChangeManagement• Managerdevelopmentandtraining
• Notrainingorimprovementplan
6 ©2017HarlandClarke.Allrightsreserved.
GainFaster,BetterInsights
AdvantagesofanOmni-ChannelApproach
Methodologies• Customerpanel• Web• Mobile• Phone• Combination
Advantages• Customizablesurveyquestions• Unbiasedfeedback• Statisticallyrelevantdata• Varietyandmulti-branchdemographics• Customerverbatimcomments• Identifiesemployee• Actionableinsight
7 ©2017HarlandClarke.Allrightsreserved.
ImprovetheCustomerExperienceThroughBenchmarking
IndustryComparisono Channelo Assetsizeo Geography
Real-time,Web-basedReportingo Executivedashboard
8
Source:CSPdata
©2017HarlandClarke.Allrightsreserved.
IdentifyKeyDriverstoCreateActionableData
99
Runseveralstatisticalanddiagnostictestsonyourdata• Academicallyrigorous,valid,reliable• Stablewaytocomparetheimportanceofallsatisfactioncriteria
PinpointKeyDrivers
Identifyemployeebehaviorswiththemostimpact• Plus,analyzewhichtransactionbehaviorsareconnectedtooverallsatisfaction
• Customerserviceskills*+
• Professionalism*• Timelymanner*
Definedbythecustomeras:• Greetcustomer*• Actinaprofessionalmanner*• Makecustomerfeelwelcome*
*Indicateskeydriverofcustomersatisfaction+Positivelyinfluencesloyaltyindexscores
KeyDrivers
Employeebehaviorthatinfluencescustomersatisfactionandloyalty
Howyourcustomersdefine“satisfaction”behaviors
EmployeeBehaviors
©2017HarlandClarke.Allrightsreserved.
10
Whatdowedowiththisdata?
Whatisittellingus?
WhatreportsshouldIlookat?
HowdoIcoachmyteams?
Whatshouldourfocusbe?
CycleofSuccess– OtherCXVendors
©2017HarlandClarke.Allrightsreserved.
11
CycleofSuccess– OurApproach
©2017HarlandClarke.Allrightsreserved.
Q&AWrapUp
Typeyourquestioninthequestionspanel
Stephen NikitasSenior Strategy Director, Harland Clarke
John BeriganExecutive Vice President, Customer Service Profiles (CSP)
Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.
Visitharlandclarke.com/webcastsforthisandpreviousevents.
harlandclarke.com/LinkedIn
harlandclarke.com/Twitter
www.harlandclarke.com/webcasts
12 ©2017HarlandClarke.Allrightsreserved.
ThankYou
