Voxeo Customer Obsession and Using Net Promoter

Amy Downs, VP Customer Experience

Transcript

1. Customer Obsession and Net Promoter Amy Downs VP of Customer Experience
2. Voxeo’s Service Culture
3. Building Customer Loyalty 1   2   3   4   5   6   7   8   9   10   Not  at  all   likely   Neutral   Extremely   likely   Detractors Passives Promoters    NPS   %  of  PROMOTERS   (9s  and  10s)   ʵ   %  of  DETRACTORS   (0  through  6)   “How  likely  is  it  that  you  would  you  recommend  Voxeo  to  a   friend  or  colleague?”   0   Source:    “The  UlUmate  QuesUon”  by  Fred  Reichheld   hYp://www.netpromoter.com/netpromoter_community/index.jspa  
4. Voxeo’s NPS Journey •  2008 – Introduced Annual NPS Survey •  2010 – Brought NPS to the forefront of our business •  2011 – Introduced Transactional Survey for Ticket transactions •  2011 – Introduced Transactional Survey for Implementations •  2011 – Contact database clean-up
5. 3 NPS Fundamentals 1.  Systematically categorize promoters and detractors in a timely and transparent fashion 2.  Create closed-loop learning and improvement processes and build them into your daily operations 3.  Leadership must treat creating more promoters and fewer detractors as mission critical
6. Categorize promoters and detractors •  Ticket Transaction survey •  Implementation survey •  Quarterly survey •  Annual survey
7. Close the loop •  Implement processes to close the loop into your everyday operations – Root cause analysis – Communicate changes to customers and Voxeons
8. Leadership buy-in •  If … Your leadership team supports the NPS program and employees know NPS has leadership’s support •  Then … All employees are empowered to drive organizational change on behalf of customers each and every day
9. Customer Obsession Defined
10. Path to joining Voxeo’s Community
11. Design Review
12. Implementation Kickoff
13. YOUR Customer Obsession Team
14. YOUR Primary Contacts   Primary business contact   Own overall customer experience   Represent customer business needs inside Voxeo   Drive monthly or quarterly account reviews   Primary operational contact   Own overall customer experience   Represent customer operational needs inside Voxeo   Drive monthly or quarterly account reviews Navigating the Voxeo waters on your behalf!   Primary technical contact   Own technical vision   Solutions architect   Drive monthly or quarterly account reviews BUSINESS RELATIONSHIP MANAGER" ACCOUNT MANAGER" LEAD TECH"
15. Ongoing Customer Obsession
16. Results
17. Voxeo #1 in Software and Telecom -­‐40   -­‐30   -­‐20   -­‐10   0   10   20   30   40   50   60   SATMETRIX  NPS  INDUSTRY  REPORT     2008   2009   2010   62%   81%  YTD  2011  Transac:onal  NPS  
18. THANK YOU!! adowns@voxeo.com