How Do Smart Companies Motivate Employees to Create Memorable Customer Experiences

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1 CCNG Connect.Collaborate.Contribute How Do Smart Companies Motivate Employees to Create Memorable Customer Experiences ERIC NEWTON SUPPORT AND RISK LEADER 2014 CareerBuilder 2014 CareerBuilder

2 CareerBuilder

3 CAREERBUILDER EVOLUTION PRE-HIRE PLATFORM ATTRACTION CANDIDATE ACQUISITION CANDIDATE REMARKETING ATS WORKFLOW CANDIDATE SEARCH CareerBuilder

4 Let s get to know one another CareerBuilder

5 I am Eric and I have a customer experience problem CareerBuilder

6 CUSTOMER EXPERIENCE What is Customer Experience? Answer: It is what ever the customer thinks it is CareerBuilder

7 CUSTOMER EXPERIENCE Who drives Customer Experience and how do I measure it? Answer: Everyone and all things associated with your brand vs customer expectations CareerBuilder

8 LET S DISCUSS MY PROBLEM How Do I motivate My team to create memorable experiences for my clients? CareerBuilder

9 IS THERE A FORMULA TO SUCCESS? +Flow = CP 2 x ( S + I + P ) x C +Flow CP 2 Being in the Zone In the groove Firing on all cylinders Knocking it out of the park That point where you are just making it happen Connecting People to Purpose Everyone understanding CB s vision, E&S Vision and CS Teams mission. Giving an understanding in what you do and the impact on the Company. ( S + I + P ) Strengths + Interest + Predisposition Development areas Training Opportunities Predisposition or hidden talents Basically Who you are & what makes you tick Tom L. Daniel, Ph.D. C Challenge Seeking Mastery solve things to drive forward and grow 2014 CareerBuilder 8

10 ERIC S TAKE ON POSITIVE FLOW +Flow = CP 2 x ( S + I + P ) x C + Flow subscribes to the higher self It can only be sustained when the lower self is satisfied (title, money, recognition) Conditions of Positive Flow: Person is involved in an activity with a clear set of goals and progress Performance must have clear and immediate feedback Balance between the perceived challenges of the task and person s perceived skills (person must believe they can do the job) 2014 CareerBuilder

11 POP QUIZ 1. How many resources does a consumer consult before making a purchase? a. 5 b. 7 c. 15 d. 10 Answer: At ClickZ Live San Francisco, Google Analytics Advocate Adam Singer said the average person consults 10.4 sources before finally making a purchase CareerBuilder

MORE OF MY PROBLEMS Hi, You've got a new review. Vincent gave CareerBuilder 1 stars. scam I hate the scam email I keep receiving though this website.

12 MORE OF MY PROBLEMS Hi, You've got a new review. Vincent gave CareerBuilder 1 stars. scam I hate the scam I keep receiving though this website. 1 in 15 s I receive are legit, the others are trying to scam money from you! CB, you need to fix these issues! See review and reply Or see the review on your profile page Warm regards, The Trustpilot Team See this in your browser CareerBuilder

13 Wisdom.. You close your eyes to facts, you will learn through accidents. ~ African proverb CareerBuilder

14 CONDUCT DISCOVERY Listen to your customers but verify the data! If I d have listened to my customers, I d have given them a faster horse! ~ Henry Ford A lot of times, people don t know what they want until you show it to them. ~ Steve Jobs CareerBuilder

15 REVIEW OF FIRST 13 SLIDES The journey is taking place in areas where you may not be It s all about how you make them feel Connect People to Bigger Purpose Listen with your eyes Eric has problems CareerBuilder

16 GREAT EXPERIENCE BRANDS CareerBuilder

17 AND OF COURSE CareerBuilder

18 WHAT DO THEY DO WELL? Personalize Service Immanent Knowledge of Customers Consistency Innovative Practices Invest in Culture CareerBuilder

19 SHOULD I COPY WHAT THEY DO? CareerBuilder

20 IF I CAN T COPY, WHAT THEN? Focus On Core Similarities and make them your own: Intrinsic Value Generated by Brand (Purpose) Focus on making things Easy (Effortless) Evoke Emotion (How Do they Feel) CareerBuilder

21 "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. ~Dr. Maya Angelou CareerBuilder

22 DO YOU LIVE YOUR BRAND? To Make People Happy To Live and Deliver WOW "We are Ladies and Gentlemen serving Ladies and Gentlemen." To be Earth's most customer-centric company where people can find and discover anything they want to buy online CareerBuilder

23 What if I told you Everything should be Easy 2014 CareerBuilder

24 CareerBuilder

25 CREATE NEW METRICS E-SAT Create Effortless Experiences through Speed Accuracy and Transparency CareerBuilder

26 Time to Mickey CareerBuilder

27 QUICK QUIZ 1. If you google excellent customer experience, how many results do you get? a. 90,000,000 b. 35,000,000 c. 55,000,000 d. 68,000,000 Answer: 35,200,000 results displayed via google search 2015/7/ CareerBuilder

28 QUICK QUIZ 1. If you google poor customer servicce, how many results do you get? a. 73,000,000 b. 100,000,000 c. 143,000,000 d. 212,000,000 Answer: 143,000,000 results displayed via google search 2015/7/ CareerBuilder

29 BRAND CHECK Google Your Own Organization and use Company Name Poor & Good Service CareerBuilder Poor Customer Service 459,000 Results CareerBuilder Good Customer Service 13,700,000 Results CareerBuilder Great Customer Service 924,000 Results CareerBuilder

30 ERIC NEWTON CAREERBUILDER CareerBuilder 2014 CareerBuilder

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