Session 708: The Path to Service ExcellenceNancy Van Elsacker LouisnordPresident TOPdesk USA10+ yrs Service Management#SharedServiceManagement#ServiceExcellence
nancyvelsackernancyvanelsacker
Service Excellence
• Age of the Customer
• Effect Chain
• Steps
• Conclusion
Age of the Customer
“Over the next decade literally every company will compete on the basis of customer experience”Manning and Bodine – Outside In. The Power of Putting Customers at the Center of your Business, New Harvest, 2012
Age of the Customer
Time
Emo
tio
n
McKinsey research shows CX transformation leads to:
• Increase in client satisfaction scores of 15 to 20 points
• Reduction of 15 - 20 % in cost to serve
• Increase in employee satisfaction of 10 - 15 %
McKinsey, When the customer experience starts at home
Service Excellence Effect Chain
Reviews and social mediaInternal: Glassdoor
External: Gartner peer insights, TrustRadius, Capterra, …
Service Excellence
Service Excellence means making sure your organizationand its employees consistently deliver an excellent customer experience.
Steady Foundation
Service Excellence
Understand your audience
CultureEmployee +
Partner Engagement
Collaboration
Step 0: Steady foundation
• People
• Process
• Tool
Steady Foundation
Service Excellence
Understand your audience
CultureEmployee +
Partner Engagement
Collaboration
Step 1: Understand your audience… Intimately understand:• Explicit wishes and demands
• Goals
Step 1: Understand your audience…• Personalization
• Convenience
• Increase value
…and act on it
Step 1: … and act on it
Personalization• Customer persona’s
• Customer journeys
Step 1: … and act on it
Convenience• Minimize the points of confusion and frustration
• Increase availability of support
• Empower your customer
Step 1: … and act on it
Increased value• The Service Desk is an important link in the chain, linking
customer wishes and possible solutions to drive value to the business.
Steady Foundation
Service Excellence
Understand your audience
CultureEmployee +
Partner Engagement
Collaboration
Step 2: Culture
Culture of Service Excellence• Base decisions on Service Excellence strategy
• Shift focus from performance to service excellence
• Put the right people in the right place
Steady Foundation
Service Excellence
Understand your audience
CultureEmployee +
Partner Engagement
Collaboration
Step 3: Employee and partner engagement
Employee:• Empower your employees
• Let values guide your employees’ decisions, not rules
Step 3: partner engagement
Agreements Motivation
Freedom
Penalty clauses
Contracts
Loyalty
Shared interest
Expertise
Insight
Elbow room
Clear expectations
MEANINGFUL PARTNERSHIPS
SELECTION PART OF THE TEAM
Collaboration + knowledge sharing
Steady Foundation
Service Excellence
Understand your audience
CultureEmployee +
Partner Engagement
Collaboration
Step 4: Collaboration
Shared Service Management• Consistent, seamless digital interface
• Organized back office processes
Conclusion
On the path to Service Excellence, keep in mind:
• Service Excellence is not a goal, it is an ongoing journey
• You need commitment at all levels of the organization
• To empower employees, suppliers and customers
• Values and relationships trump rules and procedures
