Karine Del Moro, Senior Director, Confirmit delivered the following presentation at the organization's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Delvinia and AskingCanadians.

1. BEST PRACTICES IN BUILDING
A SUCCESSFUL VoC PROGRAM
Karine Del Moro
Senior Director

2. WHY NOW?

4. WHAT IS VoC…
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5. WHAT IS VoC…
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6. KEY STEPS
 Define
 Design
 Capture
 Analyze
 Act
 Review
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7. A VISUALIZATION OF THESE KEY STEPS
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8. DEFINE
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9. DEFINE
Purpose
● Executive buy-in
● Robust business case
● Understand your customers’
journey
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10. EXEC BUY IN
Business Issues
Increased Reduced Culture
Revenue Cost Change
Process Customer centricity /
Reduced churn
improvement Brand promise
Compliance / process Cross functional
Improve cross sell
consistency change
Attract new customers
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11. … AND YOUR BUSINESS ISSUES
1. Promote a customer centric culture
2. Reduce costs through process improvements
3. Attract new customers
4. Reduce customer churn
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12. CUSTOMER JOURNEY MAPPING
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13. DEFINE - TOP TIP
Understand the
landscape
● Your business issues
● Your customer journey
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14. DESIGN
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15. DESIGN
Purpose
● Roadmap
● Robust program architecture
o Sampling
o Channels
o Questionnaires
o Reporting
o Closed loop
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16. A “KILLER” SLIDE
Annual Revenue vs NPS
$16,000
$14,000
$12,000
$10,000
$8,000
$6,000
$4,000
$2,000
$-
0 1 2 3 4 5 6 7 8 9 10
NPS
Lifetime Value by Satisfaction
$1,000
$900
$800
Lifetime Customer Value
$700
$600
$500
$400
$300
$200
$100
$0
0 1 2 3 4 5 6 7 8 9 10
Customer Satisfaction 16
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17. MODULAR DESIGN: CONSISTENT, YET FLEXIBLE
A consistent and
comparable set of
Corporate metrics
A consistent and
comparable
measure of
“People” across
the business
A unique Survey for a touchpoint
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18. DESIGN – TOP TIP
Focus ahead
● Prepare for your “killer slide”
● Flexible Program framework
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19. IMPLEMENT
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20. ENGAGING EXPERIENCES
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21. IMPLEMENT – TOP TIP
Bring it all together
● Use all sources of data
● Engage your audience
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22. ANALYZE
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23. REPORTING DRIVING ACTION?
Action Required
NPS Score 27.3%
Promoters $150,435 Drive word of mouth
Detractors $72,372 Follow up with client
Response Rate 42%
Non-respondents $320,000 Improve response rate
Outstanding Alerts 1 Action Now
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24. MAKE IT EASY…
Action Required
NPS Score 27.3%
Promoters $150,435 Drive word of mouth
Detractors $72,372 Follow up with client
Response Rate 42%
Non-respondents $320,000 Improve response rate
Outstanding Alerts 1 Action Now
Action Required
NPS Score 27.3%
Promoters $150,435 Drive word of mouth
Detractors $72,372 Follow up with client
Response Rate 42%
Non-respondents $320,000 Improve response rate
Outstanding Alerts 1 Action Now
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25. MAKE IT EASY…
Action Required
NPS Score 27.3%
Promoters $150,435 Drive word of mouth
Detractors $72,372 Follow up with client
Response Rate 42%
Non-respondents $320,000 Improve response rate
Outstanding Alerts 1 Action Now
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26. MAKE IT EASY…
Action Required
NPS Score 27.3%
Promoters $150,435 Drive word of mouth
Detractors $72,372 Follow up with client
Response Rate 42%
Non-respondents $320,000 Improve response rate
Outstanding Alerts 1 Action Now
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27. DON’T LOSE THE INDIVIDUAL
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28. ANALYZE - TOP TIP
Take people on a
journey
● Call to action
● Bring data alive
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29. ACT
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30. STRATEGIC AND TACTICAL ACTIONS
Customer
Tactical
Action Closed Loop Capture
Root Cause
Action Analysis
Alert
Prioritize
Strategic Action 30
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31. ACT
Who owns the Program?
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32. ACT
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33. ACT – TOP TIP
Harness the power
● Balance the strategic &
tactical
● Go viral
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34. REVIEW
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35. REVIEW - TOP TIP
 Define
 Design
 Capture
 Analyze
 Act
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36. ANY QUESTIONS
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