Embed Size (px)
Citation preview
How to Run a Pilot
1
Problem
2
3
Most vendors assume their customers are happy.
Customer Delivery Gap A study by Bain Consulting
80% of businesses believe they deliver a superior customer experience.
4
Most of those assumptions are wrong.
Customer Delivery Gap A study by Bain Consulting
80%
8% of customers agree.
of businesses believe they deliver a superior customer experience.
5
Actions that drive assumptions.
Anecdotal Feedback
No Process
Annual Survey
Limited Access
Low Customer Awareness
No Awareness
Biased Awareness
Point-in-time Awareness
Selective Awareness
High Customer Awareness
6
Without process, assumptions are inevitable.
Anecdotal Feedback
No Process
Annual Survey
Limited Access
Low Customer Awareness
No Awareness
Biased Awareness
Point-in-time Awareness
Selective Awareness
Assumptions
High Customer Awareness
Solution
7
8
getSayDo makes vendor feedback easy to share.
9
Reducing the need to make assumptions.
10
By putting feedback in the palm of
employees hands.
11
Employees make fewer assumptions about customers.
CUSTOMER EXPERIENCE
Time
VENDOR PERFORMANCE
Pilot getSayDo
12
13
View Feedback in Real-time anywhere, on any device.
Get completely setup in 1 hour. Then getSayDo manages the process automatically.
One-time Setup Overview
0m 5m
15m
20m
30m
40m
50m
60m
Customer Notification
Personal Profile
Request Feedback
Create Membership
Go
Employee Notification
Add Contacts
Business Administration
14
Integrate customer accounts in phases.
Account Coverage Q1 Q2 Q3 Q4 Q5
Regional Account ✔ ✔ ✔ ✔ ✔
Regional Accounts ✔ ✔ ✔ ✔
Division-wide ✔ ✔ ✔
Company-wide ✔
Feedback Request Schedule Train-the-trainer Rollout across Account Portfolios
Account Manager
A
Account Manager
B
Account Manager
C
Account Manager
C
By the way…it’s really easy.
16
The requirements are streamlined.
To Request Feedback
Administrator(s)
• Uploads employee information
• Schedules automatic feedback requests frequency
• Approves users
17
The requirements are streamlined.
To Request Feedback
To Provide Feedback
Administrator(s)
• Uploads employee information
• Schedules automatic feedback requests frequency
• Approves users
Customers
• Respond to an automated email on any device
• Provide vendor feedback in about 1 minute.
18
The requirements are streamlined.
To Request Feedback
To Provide Feedback
To View Feedback
Administrator(s)
• Uploads employee information
• Schedules automatic feedback requests frequency
• Approves users
Customers
• Respond to an automated email on any device
• Provide vendor feedback in about 1 minute.
Employees
• View a common, real-time dashboard, accessible on any device.
Putting Insights to Use
19
20
21
Stay aware of how often customer expectations are met.
Consistency by Business Function
by Management Level
by Geography
22
Aggregate opinions by profile, across the business.
84
65
73
92
88 68 57
45
37
27
8
76 60 =
Total Health Score
out of 100
Anonymous Aggregated
84
Industry Home Services
Function Sales
Position Director
Location Illinois
Ratings are tied to profiles. The results are automatically aggregated.
45
65
23
Manage customer trends more objectively.
Q1 Q2 Q3 Q4
82
39
48
Executives Mid-level
Front-line
Administrators
24
Drive knowledge of the customer experience.
Identify risks and opportunities by
location and cause.
25
Drive knowledge of the customer experience.
Identify risks and opportunities by
location and cause.
Monitor how the customer experience affects likelihood to
recommend.
26
Drive knowledge of the customer experience.
Identify risks and opportunities by
location and cause.
Maintain employee-customer alignment.
Monitor how the customer experience affects likelihood to
recommend.
ROI
27
28
The investment is efficient.
Employees
$500 per month
$50 per month
Employees
Vendors
Public
$250 per month
$25
per month
Employees
Vendors
$375 per month
$37.50 per month
Reach Choose who can access your feedback results?
Base Price Includes access for 5 employees.
Each Additional Employee
Details 29
The ROI is immediate.
~$1,000 savings
x ____ Account managers
x ____ Account reviews = $ __________ total savings
Save time capturing feedback
over classic approaches
IMMEDIATE ROI
$
Private & Confidential 30
Vendors and their customers
LACK A shared view of how often customer expectations are met.
31
Share vendor feedback, while respecting employees’ time @ work.
Share Vendor Feedback
33
Total time needed to review vendors.
Request Vendor Feedback 11h
Provide Vendor Feedback >1m
Employees View Selective Results 25.5h
Classic Approach
Employees & Vendors View Shared Results 30m
Provide Vendor Feedback 1m
Request Vendor Feedback 1h
36.5h
1.5h vs.
∆=35h Upfront Savings 35h savings x $75k salary/hr. ($39/h) = $1,365 /vendor mgr. Ongoing Savings / Review 25h savings x $75k salary/hr. ($39/h) = $975 /vendor mgr. ROI Overview
34
Time needed to request vendor feedback.
Classic Approach 1. Determine topics to seek answers. 2. Write questions to get answers. 3. Build a survey. 4. Write survey invitations. 5. Upload contacts. 6. Schedule requests.
TIME
11h
TIME
1h
Determine topics that need answers.
Write questions that will get answers.
Build a survey.
Write survey invitations.
Upload contacts.
Send manual requests.
Classic Approach
3h 3h 2h 2h 30m 30m
Upload contacts.
Set automated requests.
ROI Overview
35
Time needed to provide vendor feedback.
Click on an email.
Read each question.
Select a number for each question.
Type open-end responses.
Load multiple web pages to complete.
Classic Approach
Click submit on same page.
TIME
>1m
TIME
1m
Read a welcome screen.
Click on an email.
Move a dial for each dimension.
ROI Overview
36
Time needed to view vendor feedback.
Compile & organize data.
Analyze data.
Choose insights.
Create a report.
Share report with employees.
Employees digest results.
Classic Approach
2h 10h 5h 7h 1h 30m
Employees and/or customers digest aggregated results in real-time.
TIME
25.5h
TIME
30m
ROI Overview
