Employee Programs: Where CX Meets EX · Where CX and EX Intersect “” ZIG ZIGLAR You don’t build a business, you build people and then people build the business

Employee Programs: Where CX Meets EX

Customer Panel moderated by Julia Markish

Medallia © Copyright 2017.

Really?

2

Employee NPS 0 Customer NPS 75?


EX and CX Feed Off One AnotherImpact on relative revenue growth

Cus

tom

er s

atis

fact

ion

Hig

hLo

w

Employee engagementLow High

Source: Fleming, John and Jim Asplund (2007). Human Sigma, Gallup

5.2

4.5

3.8

2.5

1.8

1.0

3


“”

GALLUP, 2016

Business units with top quartile employee engagement are 21% more profitable compared with those in the bottom quartile.

4


Our SpeakersFrom running a market to running a Net Promoter System

Carla ArchambaultFormer GM, Seattle

Graham TuttonVP Customer Insights

5


Our Focus

The intersection of

CX and EX

The results of taking a combined

approach

Our panelists’ learnings

(aka failures)

1 2 3

6

Medallia © Copyright 2017. 7

Who is Zipcar?Our Core Values

Obsess About the Member ExperienceBuild trust and confidence among our member community by delivering leading convenience dependability and service excellence

1Be the Best We Can Be

Support personal growth, impact, and excellence

2Deliver Results

Create enduring value through growth

3Keep it Simple

Win through simplicity and continuous innovation

4Have an Impact

Change the world through urban environment transformation

5

The Member at the Centerin Each Market

“”SIMON SINEK

Customers will never love a company until the employees love it first.

Where CX and EX Intersect

“”ZIG ZIGLAR

You don’t build a business, you build people and then people build the business.

Results When Combining Both Voices

▶ Employee Engagement

▶ Member Loyalty

▶ Employee Retention

What We Learned and Where We Can Do Better

Build TrustAnonymity

Participation (Huddle Captain)

1Make TimeSurvey/huddle cadence

Huddle timing

2Take ActionAction plan

Follow-through

Communication

3

14NYC 060627_2016baselinesummary_v...

eNPSOverviewApril20,2017


OurMissionTomakecustomerexperienceourbestproduct


TwoVoicesintheRoom


Listentoourcustomersand

eachother

Learnfromemployeeandcustomerfeedback

Acttogiveoutcustomers

greatservice


NPSDeploymentStatusAsofMarch2017

ASOFTODAY

50K teammembersdeployed60%ofcompanydeployed

Sources:Medallia;ComcastNationalHierarchyFile

West16Kfrontline4Ksupport

NCOE2Kfrontline10support

NED5Kfrontline50support

Central16Kfrontline700support

HQ200frontline3Ksupport

100%

75%

50%

25%

0%

%DeployedbyBusinessGroup

Business2Kfrontline150support


NetPromoterSystemKickoffEvents



NetPromoterSystemRollout


Operations↑

EX&CX↑

Financials↑

SoWhat?

CONSISTENCYandTRUST

Q&A

Documents

Employee Programs: Where CX Meets EX · Where CX and EX Intersect “” ZIG ZIGLAR You don’t build a business, you build people and then people build the business