Transcript of THINK 14 Presentation for PeopleMetrics
- 1. Want the slides? info.peoplemetrics.com/think By Kate
Feather
- 2. August Wilhelm Von Hoffman (1838-1907) Royal College of
Chemistry in London
- 3. Lets cure malaria!
- 4. Dont we all take work home?
- 5. Chemical mauveine
- 6. Look familiar?
- 7. How about this?
- 8. Yards and yards of purple fabric goes on top
- 9. For Perkin, this stuff
- 10. became this stuff.
- 11. Honestly, why is purple mucus important to my credit
union?
- 12. Source: We Have Entered The Age of the Customer,
Forrester
- 13. Source: We Have Entered The Age of the Customer,
Forrester
- 14. Experiences are a distinct economic offering as distinct
from services as services are from goods. Experiences are memorable
events that engage each customer in an inherently personal way and
thereby create a memory as the hallmark of that experience. -Joseph
Pine II
- 15. The best strive towards the day they leave behind the
safety net
- 16. Business-to-Consumer Auto Parts and Service (Retail) Cable
and Satellite TV Insurance (Auto & Home and Health Insurance)
Internet TV Restaurants Retail Banking Wireless
Business-to-Business Accounting and Tax Telecommunications Office
and Business Supply Services
- 17. In the last 12 months, in your opinion, what has happened
to the state of your credit unions customer experience? It has
gotten worse It has remained unchanged We have made marginal
improvements in customer experience We have made great strides in
improving our customer experience I dont know A b c d e
- 18. of executives said the customer experience delivered by
their bank/credit union has improved in the past 12 months Source:
PeopleMetrics Most Engaging Customer Experiences Study
- 19. of customers said the customer experience delivered by
their bank/credit union has improved in the past 12 months Source:
PeopleMetrics Most Engaging Customer Experiences Study
- 20. CUSTOMERS ranked ONLINE AND MOBILE TECHNOLOGY among their
top three priorities for improvement from their bank
- 21. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER
PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/
IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING
TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR
FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL
BRANCHES 4 1 FALSE
- 22. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER
PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/
IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING
TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR
FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL
BRANCHES 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8
- 23. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on
customer feedback Disciplined decision making around the customer
Common understanding of Cx Established goals for improvement Growth
Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts
- 24. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on
customer feedback Disciplined decision making around the customer
Common understanding of Cx Established goals for improvement Growth
Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts Focus on these
two
- 25. Three Steps to Business Growth
- 26. CUSTOMER UNDERSTANDING REPAIR INNOVATE
- 27. CUSTOMER UNDERSTANDING REPAIR INNOVATE
- 28. Rackers love technology almost as much as they love their
customers.
- 29. Fanatical SupportTM fuels growth $531.9 $629.0 $780.6
$1025.1 $1309.2 $1500.0 2008 2009 2010 2011 2012 2013 Net Revenue
(in millions) 47% 18% 24% 31% 28% 15%Yearly growth %
- 30. CUSTOMER UNDERSTANDING REPAIR INNOVATE
- 31. Source: Forrester Customer Experience Index Enjoyable Easy
Meets Needs T R U S T
- 32. In an increasingly price competitive world, differentiating
on the client experience was Signatures last line of defense
- 33. In 2006, we identified ACCOUNTABILITY as key to their
success
- 34. Daily shift briefings Daily shift meetings
- 35. CUSTOMER UNDERSTANDING REPAIR INNOVATE
- 36. 25ptlift in engagement 16,000 fewer problems 30% increase
in revenue 24% increase in worldwide locations
- 37. CUSTOMER UNDERSTANDING REPAIR INNOVATE
- 38. 9 national bank Net Promoter Score 46 community bank Net
Promoter Score
- 39. 54% of national banking customers LOVE their institution
76% of community bank customers LOVE their institution
- 40. 27% of national banking customers report a neutral or
negative emotional memory 13% of community bank customers report a
neutral or negative emotional memory
- 41. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL
COMMUNITY 15 pts 6 pts 6 pts T R U S T Source: Forrester Customer
Experience Index
- 42. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL
COMMUNITY 15 pts 6 pts 6 pts T R U S T You already have this
Source: Forrester Customer Experience Index
- 43. -Marie Curie Nothing in life is to be feared. It is only to
be understood.
- 44. Kate Feather, EVP kate.feather@peoplemetrics.com Tel: +1
215.979.8037 @PeopleMetrics Want the slides?
info.peoplemetrics.com/think