“THE CUSTOMER’S PERCEPTION IS YOUR REALITY”

SPLICE Software Presents…CUSTOMER EXPERIENCE BEYOND SURVEYS

, and Germany, and Germany

About the hostFounded in 2006. Headquartered in Calgary, Albertawith offices in Chicago, Toronto, and Germany.

Our Mission is to improve Customer Experiencethrough data driven, linguistically optimized human-voiced messages.

Oh, the places you will go…Fundamentals & best practices that work to move the needle on customer experience:

Journey Mapping Net Promoter Score® How to bring them together

Founder, JG Pepper ConsultingCertified Customer Experience Professional

Certified Property Casualty Underwriter

Leveraging her M.A. in Psychology anda B.B.A in Marketing, Joan has spentmore than 20 years leading Fortune500 organizations through steadygrowth by creating customerexperiences that positively andprofitably influence corporate profits.

Joan Pepper

Net Promoter® Certified Marketing Specialist

Chelsea Kaefer

How the customer explained it.

How the Project Leader understood it.

How the Analyst designed it.

How the Business Consultant described it.

How the project was documented.

What operations installed.

How the customer was billed.

What the customer really needed.

High turnover and low trust signal serious relationship issues.

Trust score by class:• Supermarkets: 84%• Banks: 82%• Car manufacturers: 80%• Online shopping sites: 78%• Insurance Companies: 70%• Pharmaceutical companies: 68%

Ernst & Young Global Consumer Insurance Survey

Frequent, meaningful, and personalized communicationsConsumers want more

• 57% of consumers want to hear from their insurers semi - annually• 47% of consumers have heard from their insurance company in the past year

Who runs your company?

72 Percent of CEO’sConsider Themselves In Charge

of Customer Experience.Only 27 percent of their management colleagues believe that is the case.

32 Percent of RespondentsIn IT Believe their CIO is in Charge

Only 5 percent of their colleagues in sales, marketing and general management agree.

35 Percent in Sales & Marketing Believe their CMO is in Charge.

Only 13 percent of their general management and 6 percentof their operations colleagues believe that was the case.

I want a cup of coffee

Homeowner life-cycle, for example

The Customer

1Become Aware /

Research

2 Purchase

3 Set-up

4 Seek Help

5 Pay Bill

6 Submit Claim

7 Review/ Update

8 Expand/ Extend

9 Renew

Become Aware / Research1. Become aware of

insurance needs2. Identify specific

insurance needs and understand carrier value proposition

Purchase1. Request and receive

quote 2. Compare options3. Negotiate coverage

and rates4. Bind coverage, submit

supporting documentation, and receive policy materials

Set-up1. TPA versus internal2. Collateral3. Mailing address for

documents4. All contacts in our

systemSeek Help1. Manage and resolve

basic account issuesSubmit Claim1. Report claim and receive temporary

arrangements for loss2. Participate in claims investigation / settlement 3. Check claim status and raise claims inquiry4. Participate in restoration of assets5. Receive payment

Review / Update1. Request and submit policy change2. Receive and renewal quote3. Compare options4. Negotiate coverage and rates5. Bind coverage, submit supporting

documentation, and receive policy materials

Expand / Extend1. Receive and review information

on additional insurance needs2. Request and receive quote3. Compare options4. Negotiate coverage and rates5. Bind coverage, submit

supporting documentation, and receive policy materials

Renew1. Receive information on coverage

and rate changes2. Compare options3. Negotiate coverage and rates4. Bind coverage, submit supporting

documentation, and receive policy materials

Pay Bill1. Receive bill / alert2. Make / authorize

payment3. Raise billing inquiry4. Adjustments

Lifecycle PhaseLifecycle

Customer Experience (CX)

DEVELOP PAYMENT OPTIONS.

THIS IS HORRIBLE!I CAN’T BELIEVE THIS HAPPENED TO ME!WHAT DO I DO??DO I HAVE TO LIVE WITH MY MOTHER-IN-LAW?

THEY WILL TELL ME WHAT TO DO.THEY KNOW THIS IS HARD.TALKING TO REP.

WHEN WILL THIS BE FIXED?:I’M TIRED OF LIVING WITH MY MOTHER-IN-LAW!

THIS IS AS IMPORTANT TO THEM AS IT IS TO ME.FAST.

PERSON CARES.KNOWS WHAT THEY ARE DOING.SAME PERSON EVERY TIME.

EVERYTHING IS COVERED.FAIR.FAST.

EXPERIENCE LOSS

CALL INSURANCE COMPANY

WAIT TALK TO ADJUSTER WAIT

GET/AGREE TO SETTLEMENT

RECEIVE CHECK OR COMPLETE REPAIRS. IN HOME.

STAGES

THOUGHTS + ACTIONS`

EXPECTATIONS

EMOTIONAL STATE

OPPORTUNITIESFOR IMPROVEMENT

NOT IN HOMEWHAT IS TAKING SO LONG?I’VE PAID FOR 20 YEARS AND NO ONE WILL CALL ME?!

WOW, SHE GETS IT.WHAT IS WRONG WITH THIS PERSON??WHY DO I HAVE TO GIVE EVERYONE MY INFO OVER AND OVER?

THEY AREN’T BEING FAIR.THEY ARE GREAT!I LOVE MY AGENT.TOOK LONG ENOUGH!

I CAN NOT BELIEVE HOW TRAUMATIC THIS HAS BEEN.I’LL TWEET EVERYONE.

EVERYTHING IS COVERED.THEY CAN HELP ME.

EMPATHETIC.KNOWS HOW HARD THIS IS.FAST.GET ANSWERS RIGHT AWAY

I KNOW EXACTLY WHAT IS GOING ON.THEY ARE GOING TO MAKE IT RIGHT.WILL BE FAST.

EVERYTHING WILL BE BACK TO NORMAL.I WILL HAVE ENOUGH COVERAGE.EXPERTS IN ALL THEY DO.

PREVENT LOSS WITH INFORMATION

EMPLOYEES WITH EMPATHY ANDARMED WITH RIGHT TOOLS.REPORT HOWEVER INSURED WANTS TO.

INSTANT COMMUNICATIONRAPID PAY.

STABLE STAFF.EDUCATED.ARMED WITH RIGHT TOOLS.HAVE AUTHORITY.

REAL TIME COMMUNICATION.FIX WHATEVER CAUSES THE DELAY.

WELCOME HOME BASKET.

Know the FORCEVertical

Marketing

Sales

Product

IT

Other (Operations, Finance, Legal, Actuarial)

DelightExceed customer expectations.

Surprise?Delight should be the norm.

• 65% of Insurers switched at least oneof their providers due to poor service.

• Banks are losing customers at anaverage of 12.5% per year.

• 91% of unhappy customers will not dobusiness with their Retailers again.

Accenture Global Consumer Pulse Survey

Financial Publishing Services

Lee Resources

It’s not enough

The ultimate question

How likely are you to recommend us to a friend or colleague?

Occur shortly after a customer has interacted with an organization.

Transactional NPS® surveys

Occur at regular intervals (quarterly or bi-annually) and askabout the customers’ overall experience with the company.

Relationship NPS® surveys

Promoters (score 9-10)Are loyal enthusiasts who will keep buyingand refer others, fueling growth.

Passives (score 7-8)Are satisfied yet unenthusiastic customerswho are vulnerable to competitive offerings.

Detractors (score 0-6)Are unhappy customers who can damageyour brand and impede growth throughnegative word of mouth.

Customer categoriesHow likely are you to recommend us to a friend or colleague?

Analysis shows that companiesthat achieve long-term profitablegrowth—have NPS® two timeshigher than the average company.

Bain&Company

Satmetrix

The ROI of NPS ®

Promoters Defect Less

Satmetrix

Promoters Buy More

Satmetrix

• Promoters account for 80% of referrals in most businesses.• Detractors account for 80% of negative word-of-mouth.

Promoter System

Promoters Drive Business

2015 Industry Benchmarks

DetractorWithin 48 hours

NPS SurveyCompany

Listen to VoC & VoE

Contact Customer

Within 5 Bus. Days

ImplementImprovements& watch yourbusiness grow!

Closed LoopPromoter

Use data to inform customer journey

“It is not the strongest ofthe species that survives,nor the most intelligentthat survives. It is the onethat is most adaptable tochange.”

- Charles Darwin

eNPS® survey shows happy employees.

NPS® survey shows correlation.

NPS® survey shows “not having drive-

through” correlates with detractor

VoE survey “not enough

staff” correlates

NPS® showsdetractors dueto “wait time”

Employee NPS® for Shop 3 is highest

Bringing it all together

“The way you treatyour employees is theway they will treat yourcustomers”

- Richard Branson

Are you interestedin listening?

Q&A

Thank You!

@SPLICESoftware

Visit our website to learn more www.SPLICEsoftware.com