Become a Beloved and Prosperous Company
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Evaluate Your Company POWER COREMake Customers a True Priority of Your Business
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
1
A C R U C I A L S T E P
F O R K N O W I N G H O W
T O P R O C E E D
Your Company Power Core©
(Where to Gain Traction First)
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
The Six Basic Power Cores©
(Where to Gain Traction First)
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
VulnerabilityStrength
Reliability in Key
Customer Contacts
Clarity in Silo
Hand-offs
Deliver What
Customers Value
Rewards Based on
Operational Metrics
Integrated Customer Experience
FeedbackDrives
Improve- ment
1. MARKETING Power Core“Brand” may not connect across the silos. Marketing communications define
the tenor and tone of the relationship. Strong focus on campaigns and tactics.
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
VulnerabilityStrength
2. SALES Power CoreMotivation to make the numbers. Performance measured in short-term targets.
After sale experience doesn’t always deliver on the promise of the sale.
Reliability in Key
Customer Contacts
Clarity in Silo
Hand-offs
Deliver What
Customers Value
Rewards Based on Operational Metrics
Integrated Customer Experience
FeedbackDrives
Improve- ment
Rewards Based on
Operational Metrics
Become a Beloved and Prosperous Company
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Resources and success metrics center on product development, not automatically customer focus.
VulnerabilityStrength
3. PRODUCT Power Core
Reliability in Key
Customer Contacts
Clarity in Silo
Hand-offs
Deliver What
Customers Value
Rewards Based on Operational
Metrics
Integrated Customer Experience
FeedbackDrives
Improve- ment
Become a Beloved and Prosperous Company
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Executing internal tasks (ex: insurance) is how success is defined & measured and forms the core of power. Easy to lose sight of the customer.
4. VERTICAL Power Core
VulnerabilityStrength
Reliability in Key
Customer Contacts
Clarity in Silo
Hand-offs
Deliver What
Customers Value
Rewards Based on Operational
Metrics
Integrated Customer Experience
FeedbackDrives
Improve- ment
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
VulnerabilityStrength
5. IT / ENGINEERING Power CorePowerful impact as an inordinate of the business is dependent on their
capacity, scheduling and prioritization process.
Reliability in Key
Customer Contacts
Clarity in Silo
Hand-offs
Deliver What
Customers Value
Rewards Based on Operational
Metrics
Integrated Customer Experience
FeedbackDrives
Improve- ment
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
When the Power Core is the Customer:
Product
Marketing
Customer
Sales
ITEngineering
6. CUSTOMER Power CoreCompany decisions come from understanding what will drive the greatest
value to customers in the short and long-term.
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
What Is Your Company Power Core? What predominant priority in our organization drives the action? How do werank each of these, starting with the priority that most drives the corporate agenda? Mark your primary Power Core “A” and your secondary “B”
Sales – Quarterly targets and sales goals pull the weight in the company. “The sale” is the focus, sometimes at the expense of the rest of the experience.
Product – Resources, success metrics center on product development, not necessarily customers focus.
IT – Drives the agenda / priorities of the organization as the majority of projects are driven by their prioritization.
Other – You may have another power core, such as finance.
Customer – You begin with customer needs and build your operation from there.
A Vertical Business –Execution in the vertical business (such as insurance) is how success is defined and measured and forms the core of power.
Marketing – the marketing department “owns” the tenor and tone of the relationship with customers
Boot Camp Exercise 1: Identify Your Company Power Core
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
Integrated Customer Experience
Deliver What
Customers Value
Reliability in Key
Customer Contacts
Rewards Based on
Operational Metrics
Clarity in Silo Hand-Offs
Feedback Drives
Improvement
Your Power Core Impacts Traction
In the Customer DNA Competencies:
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
Your Power Core Impact on Driving Customer DNA:
Integrated Customer Experience
Deliver What
Customers Value
Reliability in Key
Customer Contacts
Rewards Based on
Operational Metrics
Clarity in Silo Hand-Offs
Feedback Drives
Improvement
Boot Camp Exercise 2: Assess Your Power Core
Vulnerability
Strength
Vulnerability
Strength
Vulnerability
Strength
Vulnerability
Strength
Vulnerability
Strength
High Moderate Low
Vulnerability
Strength
Become a Beloved and Prosperous Company
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1. Gain agreement for scope of work.
2. Create process and change management competencies.
3. Map customer experience/priority contacts.
4. Manage priority contact performance.
5. Introduce Guerrilla Metrics.
MARKETING Power Core Kick-Start
Become a Beloved and Prosperous Company
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NPS/Recommend by Customer Segment
Renewals by Segment
New Customers by Volume and Value
Net gain or loss of customers by value.
Lost Customers, Volume And Value With Reasons
0
20
40
6080
100
Profitability/Revenue by
Customer Segment
MARKETING Power Core Kick-start:
Guerrilla Metrics: Elevate Customers
as the Asset of Your Business
Become a Beloved and Prosperous Company
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PRODUCT Power Core Kick-Start
1. Focus on product development, based on customer priorities.
2. Establish a customer feedback system.3. Create initial performance standards.4. Institute tracking and reporting.5. Introduce Guerrilla Metrics.
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
SALES Power Core Kick-Start
1. Commit to customer retention, not just acquisition.
2. Establish a defector pipeline.3. Commit to no more than five new actions to
manage retention.4. Begin to track and manage retention
performance.5. Introduce Guerrilla Metrics.
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
MARKETING Power Core Kick-Start
New CustomerAddress questions or issues two weeks after purchase
Claim CustomerFollow-up mid-stage and after claimIs closed
Managing Across the Defector Pipeline
Service Issues Follow up after inbound service call or poor feedback on outbound survey
Win-back Contactcustomers who left to resolve their issues and regain their business
Service Renewal One month prior to renewal – resolve issues before reselling
Become a Beloved and Prosperous Company
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1. Redefine business for customer relevance.2. Clarify what you want to deliver and why. 3. Map the experience and top ten customer
interactions.4. Begin to track and manage performance in
top ten interactions.5. Introduce the Guerrilla Metrics.
VERTICAL BUSINESS Power Core Kick-Start
Become a Beloved and Prosperous Company
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Redefine Purpose for Customer Relevance:
Delivering The American Dream Home Builder
Customer Escape Artist
Spa Technician
VERTICAL BUSINESS Power Core Kick-Start
Become a Beloved and Prosperous Company
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INFORMATION TECHNOLOGY Power Core Kick-Start
1. Make IT a partner in the customer mission.2. Identify the customer priorities. 3. Create an oversight process for aligning IT
resources with customer priorities. 4. Recast IT priorities = customer priorities. 5. Engage IT in the Guerrilla Metrics.
Become a Beloved and Prosperous Company
www.customerbliss.com All Rights Reserved ©Jeanne Bliss 2010. CustomerBLISS
From Lip Service to Passionate Action:Chief Customer Officer Virtual Boot Camp.
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