Rob Kleier - "Driving the Customer Experience"

Rob Kleier

Director, Solutions Development

Customer

Quality Environment

360◦ View

Customer Quality Environment

How are we going to get there?

• Strategic principles to consider in creating a quality customer experience

• Implementation Framework of a “Customer Quality Environment”:

– Directs the guiding principles of customer satisfaction

– Ensures the customer has a voice

– Develops alignment throughout the organization

Strategic Principles

• Develop Driving Principles:

– Client involvement

– Employ a “Fix it Once and Forever” mentality

– “NILL” - ensure Nothing Is Left to Linger

– Make data transparent internally and externally

Strategic Principles

• Develop Driving Principles:

– Communicate with clients succinctly and often

– Proactive detection and resolution of issues

– “EE” - Escalation Empowerment

Preemptive Strike - commonly refers to an attack made upon an enemy as a

precautionary response to an anticipated or impending war.

- Wikipedia

Implementation Framework

Understand the Business Challenge

Define what customer service means

Get buy-in from the top

Form a client advocate “Steering Committee”

Prioritize customer satisfaction milestones

Form the SMO project group

Get the word out

Envision & Architect the Solution

Deliver the RightIntegrated Solution

Define roles &responsibilities

Develop a GAP analysis

Assess approaches to close gaps

Develop project plan

milestones

Develop a change management approach (FIOF / NILL)

Build an execution plan for each area of the company

Execute against milestones – “Customer Satisfaction is Collaborative”

Continually improve by testing the environment

“Success is getting what you want.

Happiness is wanting what you get”

Dale CarnegieDale Carnegie

The goal is to keep the clients you have!!

Thank you!! Thank

You!Thank you!!

You!