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Page 1: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

Proprietary/Confidential

VoiceoftheCustomer:MoreThanSurveys

July11,2017

©2017HarlandClarke.Allmarksarethepropertyoftheirrespectiveowners.Allrightsreserved.

Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.

Havequestions?Usethequestionspanel– we’llfieldthemaswegoandduringtheQ&Arecapattheendofthecall.

Page 2: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

Presenters

2

StephenNikitasSeniorStrategist Director,HarlandClarke• 30yearsexperience,includingseniorexecutiveatfinancialinstitutions

inNewYork,CaliforniaandMassachusetts

• Providesconsultativeservicestobanksandcreditunionsthatresultinsignificantgrowthratesinloans,deposits,accountsand retention

JohnBeriganExecutiveVicePresident,CustomerServiceProfiles(CSP)• Morethan20yearsincustomerexperience

• Providesstrategicleadershipandprimarycontactforclientprojects

©2017HarlandClarke.Allrightsreserved.

Page 3: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

Today,We’llDiscuss…

3

● Customerexperience:Perceptionvs.Reality

● Qualitysurveymethodology

● Beneficialbenchmarkingdata

● Insightsfromkeydriveranalysis

● Performanceimprovementassessments

©2017HarlandClarke.Allrightsreserved.

Page 4: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

CustomerExperience:MorePerceptionthanReality

4

Source:BankAdministrationInstitute.(2016).RetailBankingOutlook[PowerPointslide].Retrievedfromhttp://bai.adobeconnect.com/p46pkgu8ivk

HowBanksSeeThemselvesvs.HowtheConsumersSeeThem

©2017HarlandClarke.Allrightsreserved.

Page 5: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

Ittakesmorethanasurveytochangeconsumerperception

5 ©2017HarlandClarke.Allrightsreserved.

Page 6: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

UncoverYourCompetitiveAdvantage

VoiceoftheCustomer OtherSolutions

SurveyChannels&Methodology• Multipleoptions,includingcustomerpanelsurvey

• Fullycustomizable

• Pre-packaged• Fewoptions• Littlecustomization

Benchmarking

• Peergroupcomparisonby:o Assetsizeo Regiono State

• Nocomparativebenchmarking

Consultation&DataAnalysis

• Real-timedataviaweb-basedreporting

• Keydriversforeverychannel• Executivesummarypresentedbydedicatedcustomerexperienceexpert

• Noidentifyingkeydrivers• Noexecutivesummary;usermustinterpretdataandreports

ClientEducation• ChangeManagement• Managerdevelopmentandtraining

• Notrainingorimprovementplan

6 ©2017HarlandClarke.Allrightsreserved.

Page 7: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

GainFaster,BetterInsights

AdvantagesofanOmni-ChannelApproach

Methodologies• Customerpanel• Web• Mobile• Phone• Combination

Advantages• Customizablesurveyquestions• Unbiasedfeedback• Statisticallyrelevantdata• Varietyandmulti-branchdemographics• Customerverbatimcomments• Identifiesemployee• Actionableinsight

7 ©2017HarlandClarke.Allrightsreserved.

Page 8: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

ImprovetheCustomerExperienceThroughBenchmarking

IndustryComparisono Channelo Assetsizeo Geography

Real-time,Web-basedReportingo Executivedashboard

8

Source:CSPdata

©2017HarlandClarke.Allrightsreserved.

Page 9: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

IdentifyKeyDriverstoCreateActionableData

99

Runseveralstatisticalanddiagnostictestsonyourdata• Academicallyrigorous,valid,reliable• Stablewaytocomparetheimportanceofallsatisfactioncriteria

PinpointKeyDrivers

Identifyemployeebehaviorswiththemostimpact• Plus,analyzewhichtransactionbehaviorsareconnectedtooverallsatisfaction

• Customerserviceskills*+

• Professionalism*• Timelymanner*

Definedbythecustomeras:• Greetcustomer*• Actinaprofessionalmanner*• Makecustomerfeelwelcome*

*Indicateskeydriverofcustomersatisfaction+Positivelyinfluencesloyaltyindexscores

KeyDrivers

Employeebehaviorthatinfluencescustomersatisfactionandloyalty

Howyourcustomersdefine“satisfaction”behaviors

EmployeeBehaviors

©2017HarlandClarke.Allrightsreserved.

Page 10: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

10

Whatdowedowiththisdata?

Whatisittellingus?

WhatreportsshouldIlookat?

HowdoIcoachmyteams?

Whatshouldourfocusbe?

CycleofSuccess– OtherCXVendors

©2017HarlandClarke.Allrightsreserved.

Page 11: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

11

CycleofSuccess– OurApproach

©2017HarlandClarke.Allrightsreserved.

Page 12: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

Q&AWrapUp

Typeyourquestioninthequestionspanel

Stephen NikitasSenior Strategy Director, Harland Clarke

John BeriganExecutive Vice President, Customer Service Profiles (CSP)

Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.

Visitharlandclarke.com/webcastsforthisandpreviousevents.

harlandclarke.com/LinkedIn

harlandclarke.com/Twitter

www.harlandclarke.com/webcasts

12 ©2017HarlandClarke.Allrightsreserved.

Page 13: Voice of the Customer - More Than Surveys 2017-07-11...Jul 11, 2017  · Uncover Your Competitive Advantage Voice of the Customer Other Solutions Survey Channels & Methodology

ThankYou


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