Tag Archives: CVS Caremark

Driving Business Results through Expanded Leadership and Employee Engagement

Total Customer Experience Leaders Summit Chairman, Scott Swift, says that a good customer experience or VOC program must have a well-known, identifiable goal. An organization must understand why they’re creating and executing a customer experience program and know the benefits and outcomes that are expected from the program.

The Total Customer Experience Leaders Summit will give you the insights and skills necessary to make your customer programs a success. Find out how creating a customer-centric culture within your organization, through expanded leadership and employee engagement can drive business results.

Sessions focused on the Customer Culture include: 

‘ Driving Good Profits by Building a Customer-Centric Culture, Safelite AutoGlass
‘ How Can Customer Centricity be Profitable? The Wharton School, University of Pennsylvania
‘ Outside In: The Power of Putting Your Customers at the Center of Your Business, Forrester
‘ Leadership Engagement Strategies, Janet LeBlanc + Associates
‘ Creating Culture: Driving Business Results through Expanded Leadership and Employee Engagement, Crested Butte Mountain Resort, Leadership Learning Systems, Okemo Mountain Resort, Triple Peaks

Trends in Customer Experience…from Conference Chair, Scott Swift: 

According to Scott Swift, Vice President, Customer Information, Hunter Douglas, social media is one of the biggest trends in customer experience today.

While social media may complicate the customer experience process, and be seen as a challenge, the opportunities are endless. Organizations can take this time to focus on their customer’s experience through every touch point, to simplify and streamline their customer approach.

Hear more about customer experience and social media from Scott here.

Join customer-focused leaders from CVS Caremark, eBay, Eli Lilly and Company, Facebook, JetBlue, Nationwide, Toyota Financial Services and more as they share best practices with their own customer programs that drive business results.

Registration Information:
Please mention your Blog priority code: TCEL13BLOG to save 15% off the standard rate.
http://bit.ly/149naTZ
Email: register@iirusa.com
Phone: 888.670.8200

How to Make Smarter Decisions in a Data Overloaded World

Big Data is a small idea; according to Christopher Frank it’s all about being able to use the information to make smarter decisions. However, according to a recent study by McKinsey, the United States will soon face a shortage of up to “1.5 million managers and analysts to analyze big data and make decisions from their findings.”*

The Total Customer Experience Leaders Summit will explore the skills needed to sift through the Big Data to uncover and understand the insights that lead to better business decisions. Customer-focused leaders from eBay, Facebook, Forrester, Hunter Douglas, JetBlue, Safelite AutoGlass, Toyota Financial Services and more will share best practices with their own customer programs that drive business results.

Christopher Frank

Keynote Spotlight: Curating the Customer Conversation: Making Smarter Decisions in a Data Overloaded World
- Christopher Frank, Vice President, American Express, Author, Drinking from the Fire Hose

Just about everyone these days suffers from information overload the 24/7 explosion from our computers, smartphones, media, colleagues and customers. Information is essential to making intelligent decisions, but more often than now, it simply overwhelms us. It’s like trying to drink from a fire hose.

How do you find the truly essential nuggets of information and use them with confidence? From first-hand experience from Fortune 100 companies and start-ups, Christopher Frank will share insights to drive your customer experience agenda forward.

NACCM 2010: CVS Caremark Engages Colleagues in their Mission, Vision, and Values

Presented by: Candy Clay & Tracy Fields, CVS CAREMARK

CVS Call Centers focus more on PBM Members. This is unique because their employer has provided the benefit. The users of PBM are captive audiences, as their contracts connect them to CVS. They look at the client and the users of the products and services (the client’s employees).

Why is CVS different? They focus on their hiring profile. Seasonality is a major focus in their call center customer care, as health insurance is a usually renewed at these times. They’ve put in place a reserves system. They need their workers to make an emotional connection with their customers. In training, they begin with the call centers. They like to hire people who can connect with their parents, I.E. those who have cared for individuals before: healthcare workers, parents, work in the class room, etc.

Training is a key to educating their employees at CVS. They are educated in a classroom for two weeks, then to the call center, and back to the classroom. This is an evolving model to stay in-tuned with the customer.

The Voice of Your Customer must come through the Voice of your Employees. Continuing from this morning’s Stew Leonard’s session: For a customer, it can’t be a great place to shop/work with unless the employees are happy.