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This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 1 Medallia Experience Final for ... BOS
Net Promoter System
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 2 Medallia Experience Final for ... BOS
Net Promoter System
Survey
“When we want your opinion, we’ll send you a survey”
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 4 Medallia Experience Final for ... BOS
NPS Manifesto
1. Categorize promoter/passive/detractor systematically
2. Close loop with all detractors (sample of passives/promoters)
3. F.R.E.D. is a top leadership priority
4. Teams inspired by customer impact
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 5 Medallia Experience Final for ... BOS
Does not have realty purchased or sold on this one. Have used turbo tax for more than 10 years, worst experience ever.
TurboTax Review on Amazon
Worst experience
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 6 Medallia Experience Final for ... BOS
Does not have realty purchased or sold on this one. Have used turbo tax for more than 10 years, worst experience ever.
Hi Dan, TurboTax Premier should include support for realty purchases. If you'd like our support team would be happy to walk you through this. Simply go to our website and click "Contact us" at the bottom of the page. We look forward to turning this experience around and getting you set to file! I hope this helps. Trevor
TurboTax Review on Amazon
Worst experience
Intuit responds same day
The manufacturer commented on the review (What’s this?)
Turbo Tax Support Today MANUFACTURER
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 7 Medallia Experience Final for ... BOS
Same hotel: different outcomes
My husband and I have been to Orlando about 5 times and have stayed at different hotels. This was our first time to XXX and we will never stay at another hotel in Orlando again! We loved it! Was very clean, relaxing and we loved the pool area! We will be back soon!
While every staff member I met was exceedingly nice, and the grounds are spectacular, I was very disappointed to be told upon check in that the hotel was overbooked so I was being given half a suite and my room had no real bed, just the option of a roll away bed, a sleeper sofa or a couch. Seriously?...I was and am flaming mad and will never stay there again...How dare you sell me a room WITHOUT A REAL BED and call yourself a luxury resort?
“Not a happy customer” Reviewed 2 days ago
NEW
Helpful?
“A happy customer” Reviewed 1 day ago
Helpful?
NEW
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 8 Medallia Experience Final for ... BOS
Integrated Feedback
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 9 Medallia Experience Final for ... BOS
Net Promoter System
Survey
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 10 Medallia Experience Final for ... BOS
Net Promoter System
SURVEY SURVEY
RATINGS SITES
• •
EMBEDDED RATINGS/
SURVEY (UBER)
SOCIAL
• Facebook • Blogs
OPERATION DATA
• Late Flights
• Bad route
CRM DATA
• Call backs
• Purchase patterns • Downgrades
EMPLOYEE VOICE
BIOMETRICS
• Language/tone
• Facial expression • Depart without purchase
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 11 Medallia Experience Final for ... BOS
Great Leadership
The Model
Happy Customers
Profitable Growth
Engaged Employees
Store E
Service Team#1
Service Team #2
Service Team #3
Online Store
Store A
Store B
Store C
Store D
CEO
CFO IT COO CMO HR
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 12 Medallia Experience Final for ... BOS
Employee engagement drops with each organizational layer farther from the CEO
Organizational Layer
(0 = most senior executive team)
80%
60
40
20
0
-20
62
39 31
16 15
4
-2 -5
0 1 2 3 4 5 6 7
Employee Net Promoter Score
Notes: Calculated from Question “On a scale of 0 to 10, how likely are you to recommend your company as a place to work?” Source: Netsurvey/Bain analysis, September 2012 (n=130,000+)
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 13 Medallia Experience Final for ... BOS
HBR March 2016 Caption Contest
“Oh, here’s a good one: ‘Listen to your employees!’”
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 14 Medallia Experience Final for ... BOS
Employee engagement increases as teams review customer feedback more frequently
Research
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 15 Medallia Experience Final for ... BOS
Net Promoter SYSTEM
Huddle
Recognition Prioritize Innovate
Action Plan Escalate
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 16 Medallia Experience Final for ... BOS
Net Promoter SYSTEM
Apologize, Root Cause, Solution
Inner Loop
Huddle
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 17 Medallia Experience Final for ... BOS
Net Promoter SYSTEM
Apologize, Root Cause, Solution
Inner Loop Outer Loop Prioritize and escalate
cross-functional or policy issues
Huddle
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 18 Medallia Experience Final for ... BOS
Bain: A Great Place to Work
Employees’ choice 5 YEARS IN A
ROW
#1 Culture #1 Satisfaction #1 Training
#1 Best Firm to Work For
2012 2012
2003 2004 2005 2006 2007
2008 2009
2010 2011
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 19 Medallia Experience Final for ... BOS
Bain’s Voice of Employee Process
• Team huddles every 1-2 weeks • Case NPS • Client impact • Inspiration • Learn/Grow • Sustainability • Teammate recognition • Recommended change • +Library
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 20 Medallia Experience Final for ... BOS
Bain’s Voice of Employee Process
• Team huddles every 1-2 weeks • Case NPS • Client impact • Inspiration • Learn/Grow • Sustainability • Teammate recognition • Recommended change • +Library
• Integrated processes: • Monthly partner meeting review • Red zone intervention • Staffing • Leadership training/development • Pay/promotion
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 21 Medallia Experience Final for ... BOS
Huddle Best Practices
• Focus on Customer • Prepare in advance (review previous huddle priorities/progress) • Everybody participates • Clear objectives/short • Rotate Huddle Captain • Team must solve most issues (not leader) • But, when exec assistance required, leader clears the path • Everyone leaves with clear priority action • Recognition for team contributions • Culture of Loving Feedback (Training to reinforce)
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 22 Medallia Experience Final for ... BOS
Net Promoter 3.0
CRM
Predicted Promoter Status (0-10)
ENTERPRISE STRUCTURED DATA
Employee Voice
Online behavior
Survey Scores
# call center calls
Segment Payment history
Transaction
Usage history
Operational failures
CUSTOMERS
CSX Close Loop
Marketing campaign
Preemptive Engagement
Experience Upgrade
Competitive Acquire
High-propensity Upsell
ALL UNSTRUCTURED DATA
CALL CENTER
MENTIONS
TWEETS
RATING
APP REVIEWS
CUSTOMERS+
E-MAIL SURVEY VERBATIM
LIVE CHAT
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 23 Medallia Experience Final for ... BOS
The Problem with 5-Star Ratings
The most important advice… THAT CHANGED OUR BUSINESS FOREVER
… better to have 100 people who loved us than 1million people who liked us…
Getting 100 people to love you is hard — getting people to like you is much easier…
the principle is if what you need to do is find 100 people who love you — 5 star is what people expect; for them to love you, you need to do more than what they expect.”
Brian Cheskey, Co-Founder Airbnb Stanford University Class 18:CS183C — Technology-enabled Blitzscaling
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 24 Medallia Experience Final for ... BOS
Typical five star distribution (Loyalty Leaders)
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 25 Medallia Experience Final for ... BOS
Hmmmmmmmm
Good Morning Ms. Jones, In a few days you may receive an e-mail regarding the quality of your most recent service visit. I personally wanted to let you know this survey
is MY PERSONAL report card and anything scored less then a 10 or a Yes is a failing grade for all questions. If for any reason you can not
answer ALL questions 100% favorable please call me or Cody XXXX (my manager) 214-353-xxxx to discuss your concerns. Thank you for the opportunity to serve you and your vehicle's needs. Thank You, Peter XXXX BMW of Dallas 214-353-xxxx
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 26 Medallia Experience Final for ... BOS
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 27 Medallia Experience Final for ... BOS
Elementary School Joke-of-the-Day
Q: Where are mediocre things made?
A: In a satisfactory
