The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

5 rules for a highly successful customer experience implementation with amazing ROI! - A case study


Listen Later

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

 

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson, a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months. What’s more is they also experienced a 10 percent increase in shipping volumes.

 

Implementation was a big part of that success. To that end, in this episode we share the five rules of a successful customer experience implementation. Michel Patterson takes the lead on this one, as a career-long believer in continuous improvement providing the following five rules she used in her first, and very successful, project with customer experience improvement:

 

 

  1. Define: What are you trying to accomplish?
  2. Measure: How will you know if what you do is working?
  3. Analyze: What changes are possible that might improve experiences?
  4. Improve: How can you roll these changes out on a larger basis?
  5. Control: How can you keep things moving in the right direction?

 

In this episode, we cover these five rules and how they played out in our highly successful Customer Experience implementation for the world’s largest shipping container company. 

 

 

Key Ideas to Improve your Customer Experience

 

If you know anything about Lean Six Sigma, you probably recognize the five rules. These phases of the implementation serve as excellent guideposts in a customer experience project like this one. Michel Patterson says that for her first project in the implementation area, these five areas were the natural inclination for organizing their efforts with Maersk. 

 

Here are a few key moments in the discussion:

 

  • 06:44  Michel Patterson explains how she didn’t have a lot of experience with handling customer experience improvement projects, so she relied on her Lean Six Sigma background and project management structure, starting with Define.
  • 14:43  Michel Patterson explains the concept about putting Measure second in the list and why it is essential it is there.
  • 22:04  We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure.   
  • 25:00  Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation. 
  • 26:52 After you improve your experience in a bigger way based on the first three steps, you land at Control, which is where you keep things going and improving continuously.  
  • 30:58  Colin adds in some details he remembers from the implementation and how they played into the success of the overall project.

 

 

Please tell us how we are doing! Complete this short survey. 

 

Customer Experience Information & Resources

 

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

 

Click here to learn more about Professor Ryan Hamilton of Emory University. 

 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

 

 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

...more
View all episodesView all episodes
Download on the App Store

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBy Colin Shaw, Beyond Philosophy LLC

  • 4.7
  • 4.7
  • 4.7
  • 4.7
  • 4.7

4.7

48 ratings


More shows like The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

View all
HBR IdeaCast by Harvard Business Review

HBR IdeaCast

1,855 Listeners

How I Built This with Guy Raz by Guy Raz | Wondery

How I Built This with Guy Raz

30,261 Listeners

Cold Call by HBR Presents / Brian Kenny

Cold Call

191 Listeners

Masters of Scale by WaitWhat

Masters of Scale

3,962 Listeners

Creative Confidence Podcast by IDEO U

Creative Confidence Podcast

127 Listeners

The Diary Of A CEO with Steven Bartlett by DOAC

The Diary Of A CEO with Steven Bartlett

6,721 Listeners

Worklife with Adam Grant by TED

Worklife with Adam Grant

9,259 Listeners

The Best One Yet by Nick & Jack Studios

The Best One Yet

9,557 Listeners

Nudge by Phill Agnew

Nudge

170 Listeners

The Happiness Lab with Dr. Laurie Santos by Pushkin Industries

The Happiness Lab with Dr. Laurie Santos

14,461 Listeners

Think Fast Talk Smart: Communication Techniques by Matt Abrahams, Think Fast Talk Smart

Think Fast Talk Smart: Communication Techniques

776 Listeners

A Bit of Optimism by Simon Sinek

A Bit of Optimism

2,166 Listeners

ReThinking by TED

ReThinking

614 Listeners

How to Age Up by The Atlantic

How to Age Up

1,422 Listeners

HBR On Leadership by Harvard Business Review

HBR On Leadership

148 Listeners