We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

Engagement of Virtual and Home Based Employees through the Voice of the

Customer

Susan KresselCustomer Experience Manager

World Travel Holdings

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

2

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

3

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

4

Gathering the data & analyzing it

• Clearly defined customer experience metrics

• Understanding what those metrics are telling us through data analysis

• We are collecting the voice of the customer through post-call survey & welcome home email survey

• Post-call surveys generated after each sales & service call immediately following agent interaction (Uptivity)

• Welcome Home surveys sent post travel (Key Survey)

Sharing the data & taking action

Inspire

• Data entered into shared reporting resource (Cognos)

• Data also sent to agent real-time as clients submit it

• Dedicated CE recovery team to immediately connect with clients as applicable

• Individual agent scorecard presented monthly via email with all customer experience metrics

• Agent Dashboard (see example)• Dedicated Intranet page (see example)

• Taking action on trends and initiating collaboration efforts solely based on the voice of the customer (marketing, accounting & product teams)

• Rewards & recognition program in place via Achiever's platform (monetary and non monetary awards)

• Work-life balance • Coming in 2015….Creating CEO’s

(Customer Experience Owners)

Taking survey data from analysis to action to inspiration

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

5

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

6

We Deliver A Remarkable ExperienceWorld Travel Holding Confidential © 2014 - All Rights Reserved.

7

• Focusing on good things makes more good things happen

• Hearing directly from customers creates a more engaging experience

• Nothing is stronger than the voice of the customer

Key Takeaways