Voxeo Summit 2010: Voxeo's Unique Business Culture

Voxeoʼs Unique Business Culture Building a World Class Service Organization Anne Bowman, Voxeo President Ryan Campbell, Voxeo Chief Culture Officer

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation

The Science

  FOCUS on solving the right business problems

  Listen to our customers

  Identify the right positions & recruit the right talent to fill them

  Create the environment for that talent to execute

  Identify the right metrics and constantly monitor them to determine our progress


BHAG - Circa 2000


To be recognized as the place to develop and deploy communications applications.

BHAG - Today


2010 Cultural Focus

PROJECT SALES   New Sales Scientist Leader

  Year of the Partner

  Deep Customer Relationships

  Solve Business Problems

  Sales SLA


The Science

  Focus on solving the right business problems






NetPromoter Defined   Measure of customer loyalty that fuels

profitable growth

  Leading indicator of CHURN

  It is a result of world class service

  We obsess over creating experiences that build trust and deepen loyalty with our partners.


1 2 3 4 5 6 7 8 9 10

Not at all likely

Neutral Extremely likely

Detractors Passives Promoters

= NPS % of PROMOTERS

－ % of DETRACTORS

Net Promoter Scoring

“How likely is it that you would you recommend Voxeo to a friend or colleague?”

Voxeo Achieved 57% NPS in 2010

0

Source: “The Ultimate Question” by Fred Reichheld http://www.netpromoter.com/netpromoter_community/index.jspa


Where weʼre going


The Science

  Acute focus on solving the right business problems






TopGrading Defined

What is it?   A process for creating high performance teams

  A system that increases the success rate for picking the right people

How does it work?   Scorecards for all roles throughout the organization

  Periodic Talent Reviews for all Voxeons

  Consistently use a highly structured interviewing/ hiring process (CIDS)

  Develop and maintain a Virtual Bench of future potential Voxeons


What does TopGrading do for Voxeo?

  Maximize the number of top performers throughout Voxeo

  Manage & maximize talent within teams

  Retain our top talent

  Identify & hire top candidates

  Minimize hiring mistakes


StrengthsFinder Defined

What is it?

  A tool to build awareness of natural talents & insight into personality

  Focuses on strengths, not weaknesses

  Similar to Meyers Briggs or “personality tests” you may have taken on the web or Facebook

How does it work?

  Online test which takes about 30 minutes

  Produces personalized detailed assessment


Benefits For Voxeons

  Uncover blind spots for teams and create partnerships

  Manage to Voxeons’ strengths

  Ensure that Voxeons have the opportunity to do what they do best every day


The Science







Core Values

Customer Obsession. We obsess over earning customers for life.

Unlocked Communications. We unlock the neglected potential of communications.

Passionate Problem Solving. We embrace innovative ways of

thinking, communicating and working.

Unconventional Community. We are a family that works hard, laughs often and

embraces individuality.


Customer Obsession


Unlocked Communications


Passionate Problem Solving


Unconventional Community

UNCOVENTIONAL COMMUNITY


Culture Office

Human Resources PMO IT

Customer Experience

Account Management

Product Management Voxeo U


Voxeoʼs Path


Building Engaged Voxeons

Florida’s Best Companies •  Top 20 in 2009 •  On again in 2010

Q12 •  Employee

Engagement Peer Reviews •  Keep, Start, Stop

Focus on Goals


Voxeo University

  Orientation for every Voxeon •  Culture •  Product •  Core Values

  Management training •  First Break All the Rules •  Five Dysfunctions of a Team •  Now Discover Your Strengths

  Continuing Education for Voxeons

  Partner Training


We do things differently

  Everyone is in Customer Support

  Set Goals That Others Wouldn’t Attempt

  Weekly All Hands Meeting

  Customer Obsession Award

  Culture Crew


The Science


  Listen to the customer

  Identify the right positions and recruit the right talent to fill them




The Metrics that Matter

Voxeo Summit 2010: Voxeo's Unique Business Culture

Technology

passionate

customer obsession

science focus

unconventional

constantly

unlocked communications

positions

business problems