EXPERIENCE ‘18 “ADP: WHY CUSTOMER-CENTRICITY IS A MEASURABLE GROWTH … · 2020-05-01 · • Increased NPS scores across portfolio. As is a loyalty metric, sales also increased

EXPERIENCE ‘18

“ADP: WHY CUSTOMER-CENTRICITY IS A MEASURABLE GROWTH ENGINE”

Nicolle Paradise

Senior Director of Client Experience, ADP

Add Your Company © Copyright 2018.

Hello!• 15 years architecting,

measuring, scaling, leading customer-centric organizations

• Senior Director of Client Experience at ADP

• Head of Client Experience for TEDx San Francisco



Connected≠

Connecting


Measuring the Value of EffortlessExperiences

1

Balancing Story-Telling and Story-Doing2


What Does Effortless Mean?

A B

A B


Measuring the Value of Effortless

Voice of the Customer Data

CSAT

NPS

CES

CABCJM

“So What?”

• Qualified: Why does this insight matter to the company and the customer?

• Quantified: How do you know it is true?

• Recommend: What action is recommended?

• Results: “The Strategy of Three”

=


Why Customer Centricity Is a Measurable Growth Engine

EFFORTLESS.CX

“The Strategy of Three”


“Measuring Success” Within Strategy + Execution

Simplify Innovate Grow


I’m really excited by ‘no.’

‘Yes’ bores me.

Amy Pressman, President and Co-Founder of Medallia

New York Times interview, “Bored by 'Yes,’…”


Measuring the Value of EffortlessExperiences

1

Balancing Story-Telling and Story-Doing2


Sto·ry·tell·ing

/stôrēˌteliNG/

An account of connected events.

Sto·ry·do·ing

/stôrēˌdo͞oiNG/

An account of connected events AND measuring their impact.


Perceptions Impacting Growth

Soft and Fluffy

Cost Center vs. Revenue Generating

• Empathy for customer friction points generates loyalty.

• Loyalty leads to advocacy.

• Advocacy leads to sustainable growth and profitability.

• It is ~7x more expensive to acquire a new customer than to retain an existing one. (Bain & Co.)

• Loyal customers are worth ~10x as much as their first purchase. (White House Office of Consumer Affairs)


“How might I measure this

before I message this?”


Results of Our Focus(GMMC)

Reduced Customer Efforts

• Reduced customer calls by 20%

• Increased NPS scores across portfolio. As is a loyalty metric, sales also increased.

Business Results

• Decreased bank fees by 15%

• Reinvested savings into People / Process / Technologies to address global compliance and automation opportunities.

Improved Employee Engagement

• Employee engagement increased by 2% in the first year.

• Over 250 new employees joined Corporate Social Responsibility events in first year.


To be a growth engine, companies must do more than be connected to their customers.

“How might I measure this before I message this?”

Connecting why customers have the experiences they do is the lever for growth.

Add Your Company © Copyright 2018. 17

Thank You!#EXP18Medallia

Documents

EXPERIENCE ‘18 “ADP: WHY CUSTOMER-CENTRICITY IS A MEASURABLE GROWTH … · 2020-05-01 · • Increased NPS scores across portfolio. As is a loyalty metric, sales also increased