PhillyForce 2015: Moving from Firefighting to Prevention with Voice of the Customer (VOC)

Chad Meyer@chadmeyer_ic

Follow on Twitter: @icsfdc

About Internet Creations

• Supportforce (Service Cloud) since 2004

• Salesforce Consulting & AppExchange Apps

#1 Rated App for Agent Productivity &4 of the top 10 rated apps for Customer Service

Member of Cloud Collective: AppExchange Category Leaders

“Moving from Firefighting to Prevention with Voice of the Customer (VOC)”

By John A. Goodman

Customer Experience 3.0High-Profit Strategies in the Age of Techno Service

• What is Voice of the Customer (VOC)?

• The Customer Experience (CX) Imperative

• How Dyn, Inc leverages Salesforce for transactional surveying

• How Internet Creations solicits criticism and improves with feedback

Agenda

Voice of the Customer (VOC)What do your customers want and need?

Aggregate & analyze data from multiple sources & touch-points

Continuously improveproducts, services, and processes

Collect feedback on experiences & expectations (unsolicited & solicited)

• 10-20X more profitable to deliver great service*

• Every department has an interest in CX

• Technology is key to VOC and CX

* from “Customer Experience 3.0” - Available on Amazon

The Customer Experience (CX) Imperative

Causes of Customer Dissatisfaction

- Mismanaged expectations- Marketing miscommunication- Broken processes

- Fails to follow policy- Attitude

- Wrong expectations- Customer error

From “Customer Experience 3.0” - Available on Amazon

60% - 80% of contacts are preventable

Customers are everywhere

About Dyn• Internet Performance company

• Customers include Twitter, Zappos, Netflix, and Box

• Customer advisory board• Collects feedback with surveys

- Fred Reichheld, creator of the Net Promoter System℠

http://ic.force.com/whyideletedyoursurvey

“Why I deleted your survey”

Simple Survey for Salesforce increases response ratesRespond with 1 click from within email: Landing page after clicking email:

41% of emailswere opened onmobile devicesin 2013CampaignMonitor.com

53% of emailswere opened onmobile devicesin 2014Litmus.com

• Systematic processto continuously improve

• Intervene early

• Celebrate success andrecognize accomplishments

Take action.

Don’t wait until it’s too late!

Turn Rants into Raves!

“…I went from a mindset where you would be getting a 1 or 2… now you will be

getting a 10…within an hour, my case was with a senior support rep…

How can that not be a 10? Bravo.”

A great customer experience startswith a great agent experience.

“Voice of the Agent (VoA)”

• Use Salesforce Ideas to unleash the visionary in everyone

• Eliminate clicks & save time; continuously innovate!

• Recognize success with Salesforce Work.com

Customer Service Culture

Visibility throughout the office on TVs

Everybody has an interest in Voice of the Customer

• Marketing: retention, word of mouth, and image

• Sales: happy customers spend more

• HR: fewer problems leads to happier front line and lower turnover

• Finance: increased margin & cost reduction

360-degree view of VOC data in Salesforce

Questions or [email protected]