Customer Service Excellence as a Strategy - SEE 2016
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1 Customer Service Excellence as a Strategy Kees Pronk Sr. Director Customer & Partner Experience Microsoft Western Europe
Transcript of Customer Service Excellence as a Strategy - SEE 2016
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Customer Service Excellence as a Strategy
Kees PronkSr. Director Customer & Partner ExperienceMicrosoft Western Europe
Enterprise Midsize Business
Small Business
Consumers
IT ProfessionalsDevelopers
Information Workers
Public Sector
Breadth & Depth Partners
Microsoft’s Business overview
It costs about five times as much to
attract a new customer as it costs to keep an old one.
Direct correlation between customer satisfaction and profitability – it’s true
A dissatisfied consumer will tell between 9 and 15
people about their experience. About 13% of dissatisfied customers tell
more than 20 people.
It takes 12 positive service experiences to make up for
one negative experience
Almost 70% of the
identifiable reasons why
customers left companies
had nothing to do with
the product. The
prevailing reason for
switching was poor
quality of service.
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
2004 - 2006 2007 - 2009 2010 - 2012 2012 +
“What can we do to make it better?”
Net Promoter Score:
100
VSAT 54
SSAT 36
SDSAT 8
VDSAT 2
Unknown
0
%VSAT 54
%DSAT 10
144
Calculation top-
bottom box
TOTAL NSAT
Enter No. of contacts
per score
check : all contacts distributed?
NSAT Calculation Example
# total contacts
NSAT
How likely are you to recommend to a colleague or friend?
Net Promotor Score (NPS)
“What can we do to make it better?”
What we measure
Product Quality
Innovation
Ease
Cares
Security
Cloud
Value
Quality of
Resources
Account
Management
Customer centricity: Voice of the Customer
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
Programs & supportWe’re there to listen and act
Customer Journey Mapping
My users need access
to their apps and data anywhere, anytime
We still wait for new PCs instead of
upgrading
I need devices that get things done, and
that my users will like
Security is a top concern
We’re starting to look for Cloud IT
services
What customers are telling us:
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
Culture & Accountability
$
Role Modeling
Ensure leaders are behaving in the new
way and leading by example
Foster
Understanding and
Conviction Develop a compelling story line of
‘what’ and ‘why’
People know what is expected of them,
agree with it and find it meaningful
Developing Talent
and Skills
Develop the skills and competencies to
behave in a new way
Reinforcing with
Formal Mechanisms
Ensure structures, systems, processes,
rewards and recognitions all reinforce
new behaviours
Behaviour and Mindset Shifts
Customer centricity: Quality & Innovation
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
Feedback drives change and innovation
8.1
Consumer Preview used
by 6M customers
Internally tested
by 30K employees
500k+ social comments
5,000 improvements
*Conceptual illustration only
Current Branch for BusinessCurrent BranchMicrosoftInsider Preview Branch
Broad Microsoft internal validation
Engineering builds
Customer Internal Ring I Customer
Internal Ring II Customer Internal Ring III Customer
Internal Ring IV
Users10’s of
thousands Several Million
Market driven quality: external and internal
Hundreds of millions
Long Term Servicing Branch*
Deploy for mission critical systems via WSUS
Windows Insider Preview Branch
Specific feature and performance feedback
Application compatibility validation
Ongoing engineering development
Feedback and asks
Stage broad deployment via WU for Business
Current Branch For Business
Deploy to appropriate audiences via Windows
Upgrade
Test and prepare for broad deployment
Current Branch
*Enterprise or Education edition required
Customer journey
Questions
