30th October 2015

Part of LEXDEN’S MASTERCLASS IN FINANCIAL SERVICES CUSTOMER EXPERIENCE

AN OUTSIDE-IN

PERSPECTIVE – THEY

ARE SOMEONE

ELSE’S CUSTOMERS

TOO

Presented by Brian Simpson, CX Expert

Should I stay or should I go?

The success of any strategy

depends on one thing…

The ability to execute it

Satisfaction surveys always show

Bad

Poor

OK

Good

Excellent

This really means…

Never

again

On the

way out

Waiting for something better to come along

OK

so far

Telling my

friends

Recent research shows…

• 70% of culture change initiatives fail

• 42% leave manager, not the company

• Managers manage the job, not people

Impact of Silos

Recent research shows…

• 83% CEO’s said Silos exist in the organisation

• 97% Silos impact negatively on the business

• Managers act in interests of Silo, not company

Employee experience strategy…

A role for HR AND Marketing?

Role HR Marketing

Attract Talent Clients

Retain Create environment for talent to flourish

Happy clients… ongoing revenue

Develop Positive experience through continuous induction nurturing

Relationship to Partnership and

increase ROI

HR and Marketing strategy

Engaged

Impact on culture / morale

Wholly engaged – no ripples

Not engaged – large ripples

Partly engaged

– medium ripples

Mostly engaged – small ripples

Engagement and experience model

Success Inspired

Teamwork Motivated Helping

Others

Everyone

Wins

Mission,

Vision,

Values

Personal

Pride