Elevating Employee Experience to Improve Customer Experience
The Business Challenge
One of the largest media, entertainment, and communications companies in the US was under nationwide scrutiny for negative customer experiences, declining satisfaction, and poor NPS scores.
Adopting a “Learn from the Best” Approach
Humbled by their poor public ratings, many initiatives to improve customer experience were already underway when Aveus began working with this client. Aveus designed an approach to knit together – not duplicate – activities underway in a cohesive context; raising up and explaining ideas that were already showing signs of effectiveness in the field and exposing disconnects in the 40,000+ sales employee experience that were inhibiting progress in improving the customer experience.
Focusing on the Right Metrics
Like many organizations struggling with experience challenges, this company had thrown significant resources and effort into outcomes data and performance measures with little focus on progress metrics to connect actions to specific outcomes. Together we prioritized sources, created “listening posts” to capture dynamic activity and results, and created a simple objectives-based dashboard to inform daily decisions and actions.
Developing Internal Competencies
Working with the corporate sales CX team and a core team of cross-functional leaders, we developed and executed a new sales framework that built experience-based competencies and alignment across all sales channels and geographies. Aveus mentored the corporate sales CX team as they led the field implementations. We also recommended practice and policy changes that elevated the employee experience, increasing employee freedom to act and enhancing their ability to solve customer needs.
Additional Benefits Realized
Beyond the direct experience results, the company achieved leadership alignment across all sales channels and geographies and shifted from “boiling an ocean of data” to a progress dashboard that can support ongoing improvements as the company continues its experience improvement efforts.
Engagement Timeline (8 Months)
The thing that I most liked is that the really smart folks that met with us on day one stayed through the project. You all remained thoughtful and strategic in your approach to our work, but also got tactical when needed. I appreciate how smart and thought provoking you are while being real at the same time.
Executive Director, Consumer EngagementFortune 100 Media, Entertainment and Communications Company
The Business Challenge: A leading Canadian data and analytics company was experiencing revenue challenges and loss of market share to aggressive competitors.
The Business Challenge A large hospital system had a goal of becoming the safest hospital in America as measured by a set of key quality metrics after receiving significant penalties from CMS. A Human-Centered Approach Hospital executives recognized an opportunity to use design thinking to create a different approach and new outcomes for patients and…
The Business Challenge One of the largest media, entertainment, and communications companies in the US was under nationwide scrutiny for negative customer experiences, declining satisfaction, and poor NPS scores. Adopting a “Learn from the Best” Approach Humbled by their poor public ratings, many initiatives to improve customer experience were already underway when Aveus began working…