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Learn how the property and casualty research is stacking up in customer experience.
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Employee trends
That matter To customer experience By Sean McDade, PeopleMetrics
Want the slides? info.peoplemetrics.com/auda
Age of Manufacturing
Age of Distribution
Age of Information
Source: We Have Entered The Age of the Customer, Forrester
Age of Manufacturing
Age of Distribution
Age of Information
Age of Disruption
Source: We Have Entered The Age of the Customer, Forrester
a new age We have entered
88% of CEOs say getting closer to the customer is a top business priority
Source: 2010, IBM Report: “Capitalizing on Complexity: Insights from the Global Chief Customer Officer Study.”
results Cx leads to business
Source: The Watermark Consulting 2013 Customer Experience ROI Study
Getting Everyone is
better
Listening to customers
The insurance industry? Why is this important for
Property and Casualty
(n=491)
in the property and casualty industry Trust drives the customer experience
This sector is clearly winning at trust
But, not all providers are created equal
The Employees are changing perspectives
And employee interactions are key So I get it, cx is important
…So where do I start?
With your culture.
“Culture is what people do…
…when no one is looking.”
Findings from that study? What are some of the
We uncovered 5 dimensions of a customer centric culture…
We uncovered 5 dimensions of a customer centric culture…
And calculated a cx culture score
75%
64%
58% 48% Cx Gotten
Worse
Cx Stayed Same
Marginal Improvement
Significant Improvement
Engaged employees 71%
62% 54%
Engaged Employees
On-the-Fence Employees
Disengaged Employees
We found 5 dimensions
How we hire, reward, and manage
How we hire, reward, and manage Rewards are driven by
customer success
Customer commitment is important in hiring
How we hire, reward, and manage
How we make decisions
How we hire, reward, and manage
How we make decisions Emphasize retention
over acquisition We use language that is easily understood
How we hire, reward, and manage
How we make decisions
How we work together
How we hire, reward, and manage
How we make decisions
How we work together Delivering exceptional internal
experiences is emphasized Leaders seek ideas and
suggestions from employees
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about We make it a habit to
share external feedback We regularly tell
stories about customers
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect The customer experience
shapes the way work happens Customer promises result
in solid actions
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
How we • hire, reward, manage 57%
• make decisions 57%
• work together 59%
• talk about 65%
• expect 78%
What we
Performance differs across dimensions
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
Delivering exceptional internal experiences is emphasized
Leaders seek ideas and suggestions from employees
24 pts 70% 46% Engaged Employees Disengaged Employees
How We Work Together Point difference indicates a differentiator.
Working Together Drives Employee Engagement and Fosters Trust
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
How we hire, reward, and manage
How we make decisions
How we work together
What we talk about
What we expect
Rewards are driven by customer success
Customer commitment is important in hiring
10 pts 62% 52% High Cx Performers Starting Outs
How We Hire, Reward, Manage Point difference indicates a differentiator.
One aspect differentiates
CUSTOMER TRUST IS A DIRECT RESULT OF YOUR EMPLOYEE INTERACTIONS
THE BOTTOM LINE IS THAT
How we • hire, reward, manage
• make decisions
• work together
• talk about
• expect
What we
Summing it all up
Overall Cx Culture Score
Employee Engagement
External Customer Experience
Now I ask you…
Is your
here? Customer
Are you ? Sure
Get a sense of where your Cx is – and advice on how
to improve
Join the Movement
Ask me about a
complimentary Cx Consultation with instant Cx IQ score
Thank you! Sean McDade, CEO sean.mcdade@peoplemetrics.com @PeopleMetrics www.peoplemetrics.com
Want the slides? info.peoplemetrics.com/auda
Questions?
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