Tim Berry from Microsoft spoke of driving your sales force to enhance the customer experience. Every company should try to become a trusted partner with its customers. Microsoft has gone on a journey toward deeper customer satisfaction. When Microsoft was being perceived less positively, Bill Gates made a decision to start listening to customers. Since then, the company has received more and more positive feedback as it shifted to the Web, and now through the transition to the Cloud. Understand what your moment of truth is: It’s when a customer is most focused on you and when they make their assessment of how satisfied they are with you. The goal is to drive change. Use customer feedback to find out how to make the experience better. This can be measure by the Relationship Management Score (RMS). Have a consistent and predictable customer engagement model. This information can be used to create tools and resources to optimize the sales force. Listen to customers to find how they define success. Create actionable Customer Satisfaction Metrics to hold people accountable ‘ all the way down to the individual level. ‘What gets measured gets done.’ Make sure the data is being used. Here are Tim’s tips to drive relationship health: 1. Consistent Sales Methodology 2. Listening Methods 3. Drive Execution Excellence 4. Close the Loop You must know the value proposition for all your constituents, whether they be external or internal. The sales force needs to be funneled toward execution excellence. Start with a Strategic Relationship Map. Define which roles and relationships are needed and who can fill them. Be sure to communicate the results to customers and to employees. Create an action plan to improve upon what you learned. Focus on having CPE information stay close to the sales team. Formalize Corrective Action Plans ‘ if an issue comes up, be transparent and open. Create a conversation Start this movement from the top down. If the CEO isn’t behind it, others won’t come together either. Create a central group that supports the vision ‘ they will drive the overall strategy. Remember that CSAT is a long-term strategy and every internal and external factor has an impact. Tailor the process to each segment. Create actionable CSAT metrics to drive change. Then measure, and do it all again.
Join Tim Berry, Director, Customer & Partner Experience, US – Enterprise Partner Group, Microsoft at the Total Customer Experience Leaders Summit, taking place October 3-5, 2011 in Phoenix, Arizona for his much anticipated keynote presentation:
This session will focus on how to create an end to end process that can be used as a foundation for accountabilities for your front line customer facing resources.
Key learnings will be shared on the following areas:
‘ Leveraging Senior Leadership to set the correct tone for the discussion
‘ Integrating the feedback into future account plans
‘ Holding your teams accountable
In addition to Microsoft the following companies will also share their inside stories on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM.
AT&T, Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare and more. Download the brochure to see the full program.
The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Register as a reader of our blog with code TCEL11BLOG by July 22, 2011 & save $300 off the standard & onsite rate.