Vocabulary Review. Transformer A device for increasing/decreasing voltage.
How CX Impacts “Increasing & Decreasing”€¦ · How CX Impacts “Increasing & Decreasing”...
Transcript of How CX Impacts “Increasing & Decreasing”€¦ · How CX Impacts “Increasing & Decreasing”...
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How CX Impacts “Increasing & Decreasing”
What Is, What Isn’t, And What Should Be Going Up or Down?
Presented by Ryan Suydam, Co-Founder, Client Savvy
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©2016 Deltek, Inc. All Rights Reserved 2
Every executive has their own priorities in the “increasing and decreasing” game.
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So How Do We Increase / Decrease?
©2016 Deltek, Inc. All Rights Reserved 13
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Storyboard“The storyboard was a galvanizing
event in the company. We all now
know what “frames” of the
customer experience we are
working to better serve.”
-Nate Blecharczyk, Co-Founder,
Airbnb
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SO, WHAT IS CX?
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That’s a job?
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WHAT IF YOUR FIRM COMMITTED TO CX?
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GROWTH THROUGH LOYALTY
91% of marketing leaders believe they will be
competing primarily on of the customer
experience (Gartner)
2% increase in client retention has the same
effect as decreasing cost by 10%
Acquiring new customers cost 5X more
than satisfying and retaining current
customers (PSMJ)
91%
2%
5X
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THE VALUE OF LOYALTY
Stay Longer Buy More ServicesCost Less to
Serve
ID Ways to Reduce Costs
Bring Us New Clients
Happy Clients = Happy PM’s
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©2016 Deltek, Inc. All Rights Reserved 30
On Time? On Budget?
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MIND CX THE GAP
80%
CEO’s
YES
CX
GAP
8% CUSTOMERS SAY YES
FAILURE TO RENEW CX
CAPABILITIES
FAILURE TO EXECUTE
FAILURE TO DESIGN
Bain & Company 2006
362 CEO’s Surveyed
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CX MATURITY IMPACTS OUTCOMES
MaritzCX90%+
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INVESTIGATE – CX Moments (ex: AR)
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LISTEN (AND FIX)
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“Unfortunately, we cannot respond to specific issues raised via this survey.”
REALLY?
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Even best friends need help. Let me tell a story.
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Interesting! I wonder why she said that? Curiosity will lead to empathy
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Changing the change-order
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Ten “Listen and Fix” tips
Go deep with ten
Go wide with eighty
Start conversations (micro)
Establish governance (macro)
Solicit and mine
Ask early and often
Process > Results
Combine metrics
Commit and Lead
Lead and Commit
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DEFINE AND DESIGN
Empathy map
Journey map
Prioritize
Increment
Measure!
Entice Enter Engage Exit Extend
Questions
ID Needs
Thinking
Feeling
Saying
Doing
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SOLVE NEW PROBLEMS
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ALIGN AND LEAD
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Voice-of-Client
• Clearly Understand Client Expectations
Elevate
• Leverage feedback to grow top and bottom line
Optimize
• Define and Design our Desired CX for KLF Clients
Differentiate
• A-ha Moments of Revealed Unmet Client Needs (Industry vs. KLF)
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ENCULTURATE
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What is your firm doing to drive loyalty?
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WHAT YOU CAN DO
Weekly CX Moment
Empathy Mapping Session
Interview 10 Clients
Start Measuring CX
Accountable Follow-Up
Journey Map
Design Your Experience
Decide Thru CX Lens
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©2016 Deltek, Inc. All Rights Reserved 57
CX = INCREASING Loyalty (and revenue, profit, success, happiness, and love for life!)
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©2016 Deltek, Inc. All Rights Reserved 58
Is your CX increasing?
Increasing CX:
– Increasing revenue
– Increasing margin
– Increasing differentiation
– Increasing loyalty
– Increasing referrals
– Increasing staff retention
– Increasing staff engagement
– Increasing brand reputation
– Increasing share of wallet
– Increasing win rate
– Increasing success
Stagnant CX:
– Decreasing revenue
– Decreasing margin
– Decreasing differentiation
– Decreasing loyalty
– Decreasing referrals
– Decreasing staff retention
– Decreasing staff engagement
– Decreasing brand reputation
– Decreasing share of wallet
– Decreasing win rate
– Decreasing success
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Please submit a survey for this session via the
mobile app.
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60
Learn More
Get plugged in
• Join a user group (regional, virtual)
• Interact in Kona – Client Advisory Council
(CAC) and more! ([email protected])
• Join the MVP program
Visit the Vision kiosks in the Expo Hall
Follow the Vision Blog @ http://bit.ly/Vision_Blog
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Client
Experience
in the
Increasing & Decreasing GameRyan Suydam, Chief Experience Officer, Client Savvy
919-271-7680 [email protected]