November 15, 2012 1 Comment
I often speak with Karl Sharicz, Manager of Customer Experience at SimplexGrinnell (a Tyco Company), because he’s a very active board member of the Customer Experience Professionals Association. During one of our recent conversations he gave me an update on the company’s NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans. It’s a great practice that other companies may want to “borrow” so I pulled together this post.
Here’s an overview of the Next Improvement in Customer Experience (NICE) Workshop program:
- It’s a highly focused 5-hour interactive on-site session for key district personnel (managers, admin, and front-line) to develop an action plan for improving their customer experience with district service delivery.
- In small teams, workshop attendees are exposed to their district CSAT metrics and customer verbatim comments drawn from 80 to 100 of their customers that were surveyed over the past 12 months.
- Using that customer feedback, they identify and agree upon their most prevalent service delivery challenges. They brainstorm new and best service practices to implement within the next 30 days that will begin to make an impact on customer satisfaction (and NPS scores) within the next 90 days.
- Implementation details:
- A high-potential district employee is selected as a Customer Champion and is trained to become a workshop facilitator. All facilitators must have attended a NICE Facilitator Training session. A member of the Customer Experience team participates remotely in each workshop via phone and will serve as the “subject matter expert” in case any questions cannot be addressed by the local facilitator.
- The district selects up to 18 workshop attendees (maximum) from among inspectors, technicians, service supervisors, dispatchers, project managers, contract administrators, construction managers, etc.
- The primary deliverable from the ½-day NICE workshop is a list of 15-20 potential action items aimed at improving service delivery. Those potential actions will be further refined over the next 30 days to select 3 to 5 actions or service process improvements that the district can immediately implement that will begin to change customers perceptions on services delivered by the district.
- These workshops should be conducted each year at or near the anniversary date of the original workshop—based on customer survey data for that district collected over the previous 12 months. This ensures sustainability.
Karl was nice enough to answer a series of questions:
To begin with, how would you describe your role? Read more of this post