Stacy Sherman
Director of Customer Experience
Schindler Elevator Corporation
UK
Appointed in 2018 as director of customer experience, Stacy and her team were tasked with fostering a customer-centric culture, capturing customer feedback, improving employee engagement and creating a differentiated customer experience.
Therefore, her team's KPIs were a combination of qualitative (i.e. rolling out a new CX programme) and qualitative (i.e. increasing NPS, closing the feedback loop within a set timeframe and reducing detractor scores).
Having conducted a substantial number of customer surveys, Stacy and her team identified that improving communications internally and externally (customer) was crucial to achieving the CX goals. Internal efforts have focused on the establishment of regular meetings with the frontline teams and sales and operations teams, where CX best practices are shared, action plans based on territory metrics are presented, and workshops are held. The team also developed a roadshow deck and deployed ‘CX champions’ to spread the message across the organisation.
Elsewhere, efforts to improve communication with customers has been facilitated by the implementation of a new customer SMS programme that keeps customers informed about the status of their repairs and the whereabouts of their technicians. As part of this programme, an electronic survey platform was also rolled out to gauge customer views on the SMS programme and ensure it is running successfully. The feedback on it so far has been very positive, and sharing the customer survey results with Schindler employees has had a positive impact on the company’s "first reaction" and "closed loop" metrics.
The result has been record figures in the first half of 2019, with the company achieving the lowest detractor score and highest NPS score recorded at Schindler (USA), which in turn has contributed to other business KPI milestones.
“From an internal perspective, we know that customer experience is more ingrained into our business culture. Our CX roadshows and workshops have made everyone more aware and involved in delivering customer excellence.”
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