Head of Customer Experience (CX) - North America
Schindler Elevator Corporation
United States of America
Hired by the 145-year-old global elevator company to support Schindler’s ongoing commitment to further develop its customer centric culture, Stacy has spent her tenure at Schindler focusing on improving customer satisfaction across the company's different business lines (new installation, service/repair, and modernization) through customer feedback and training, while reinforcing best practices.
Her team's main goals have been to gather ever-higher numbers of customer surveys (which number in their thousands); reducing detractor scores and increase promoters in partnership with field offices and the frontline; and driving 100% closed-loop compliance to ensure actions are taken by stakeholders. But these goals are shared within the wider organisations and every department is aligned so that every part of the organisations understands that it owns the customer experiences - whether it be sales, finance, HR or supply chain.
Working to demonstrate greater customer empathy and "humanising" the business was a key priority for Stacy during the last 18 months. Rather than normal scripts, customer experience survey reps switched to "Peace of Mind" calls to let customers know that the company was open, and available for them during tough times, while internally the company has worked to accommodate employee needs, while also instituting employee celebrations and recognition on the one hand, and group support for losses.
Other initiatives include launching solutions to notify customers when a technician is dispatched, on site and has completed a job. A collaborative program involving the CX team, IT and the call centre, this project alone has succeeded in reducing Detractor score significantly.
The team has received high iNPS scores measured by the internal HR department (numbers are proprietary) and continue to achieve record-breaking customer NPS results even during company reorganisations, COVID and other big changes.