ECEW 2013 Sam Ellis - Using real-time customer feedback to drive Customer Experience

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In his session Sam will explore how obtaining feedback from customers has been a driving force in what has been a Customer Experience revolution at Atos. He will describe how his team use a sound methodology, effective tooling, followup processes and Continuous Service Improvement to make it really easy for the end users of IT services to leave feedback and see it acted up on quickly, and for Atos to see the behavioural change in their Service Delivery teams to delivering consistently high service levels to its clients. Rather than waste excessive time on results analysis, he shows how human effort can be put to best use in reaching the hearts and minds of those people you thought might never 'get it'. He will talk you through the key principles which have worked well in transforming the service delivered to some of his major clients – as well as vital lessons learnt which would apply to both B2B and B2C industries.

Negócios

13/08/2013
Using real-time
feedback to drive
customer experience

13
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Our ‘End User’ Loyalty Score – an NPS
alternative
Extremely
Poor
1 2 3 4 5 6 7 8 9
Detractors Passives Promoters
EULS
% of PROMOTERS
(6 to 9)=
% of
DETRACTORS
(1 to 4)
-
Outstanding

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Key lessons
» Measure what is accurate – and even then, IS it accurate??
» Free format comments are gold dust
» Make sense of it all
» Stop ANALYSIS PARALYSIS
» Automate to innovate – free up your minds
» Use the right measure but don’t keep changing it
» Immediate Change vs long term change
» Focus on Next Steps and Making Change Happen

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CHANGE: BUT NOT AS WE
KNOW IT
‘There is no change unless there is behavioural change’ –
Leandro Herrero

22
13/08/2013
Ownership Do the right thing Fix things quickly
Make it easy! New ideas Innovate
Communicate Set expectations Meet expectations
Zero E-mail Best advice Business technologists

26
13/08/2013
CommentaryPAPER AEROPLANES: AN AMAZING
COMMUNICATION TOOL
What are you taking away and
leaving behind today?

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