The Account Experience Podcast

10 Years of CX Success From a One-Page Strategy with Wolters Kluwer

Today's hosts: 
 
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe, an Australian-based consulting company and CustomerGauge reseller that Helps B2B organizations grow with customer feedback, Net Promoter Score, and retention services.
 
Today’s guest: 
 
Janine Scott, Direction Operations for Wolters Kluwer Asia Pacific. Janine is based in the Sydney Australia HQ and has evolved the customer experience program over a decade, and also had a variety of roles, all with a customer flavor in areas of commercial, process, or strategic.
 
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe talk with Janine Scott about how the B2B feedback and Net Promoter program evolved at Wolters Kluwer. They dive into how they kept up “organizational momentum” as well as how the market has changed. We touch on how you can get different feedback by asking in-app or offline. Transparency is very much part of the Wolters Kluwer program, and Janine adds her tip for success: have a “Strategy One-Pager” and make sure you keep it alive! 

100% Response Rate, 98% Retention Rate, 80% Referral Rate, Oh My!

In today's episode of the Account Experience Podcast, Adam Dorrell is talking with the CEO of ICON, Helen Hickin. You read the title correctly. Helen and her team have been able to achieve a 100% response rate, a 98% retention rate, and an astonishing 80% of new business comes from referrals. If that's not a world-class experience program, I don't know what is.
Sit back a listen to Helen as she discusses the nuts and bolts of the ICON experience program and how it works.

Your Passives and Non-Respondents Need More Attention!

Adam and Dave talk with Customer Experience Guru, Maurice FitzGerald. Maurice has had an extensive career in CX working with some of the largest tech companies in the world. In this episode he dives into predictive NPS, why it's so important to spend more time with your passives, the most important people to get to respond to your surveys, and the best (and worst) department for a B2B experience team to live.

How Briggs Went From Single Digit Response Rate To Over 20% In 8 Months

They say "Every day is a school day", and I continually learn from our guests on The Account Experience™ Podcast. Today's lesson was how Briggs Equipment doubled their CX response rate, by thanking customers and giving to charity!I was delighted that GEMMA BEDDOW from engineering equipment specialist Briggs shared details of their #AccountExperience program with myself and Liam Prince. She discussed how they turned around their #NetPromoter program to deliver the best #b2b experience to their clients. Gemma explained how they tie #NPS to #retention, make sure that staff embrace all feedback (positive or negative or bad) and make sure that they get real time information to key account staff.A great takeaway is how a 9 or 10 score from a customer triggers an internal email to the relevant employee to relay a hearty “Thank You”.She also explained that to boost response, they started to make a donation to charity. And as a result, they have raised more than GBP4000 for Prostate Cancer UK, which is something that the company (and the clients) are very proud. A great listen for b2b service program managers - Briggs just do it right!

The Role of VoC at Amdocs

Adam and Dave are talking with Tzachi Ben-Sasson, Organizational Psychologist and Head of Global Voice of the Customer at Amdocs. Tzachi talks about how he uses WIIFM (What’s in it for me?) to create a better experience for their customers.  The idea is to create win-win situations for all parties participating in the program, including C-suite, account managers, and also customers, who often can be resistant to feedback programs.
Tzachi also goes into the importance of tying revenue to your program;  making sure account managers are bonused on getting feedback and then enacting it to make the difference to show the value for customers.

The One Book That Will Change Your B2B CX Program Forever

Adam is joined by Ian Luck, VP of Marketing at CustomerGauge to talk about the latest book, "The State of Account Experience, B2B NPS and CX Benchmarks Report". In the book you'll not only find industry benchmarks, but you'll also learn actionable tips on measuring feedback, acting on feedback, growing revenue from your program, cultural changes to make it work, and stories from some of the best B2B companies in the game. Download the book for free here: https://customergauge.com/ebook/b2b-nps-and-cx-benchmarks-report

How Rentokil Is Building Their Brand On Exceptional Experience

Adam and Dave are joined by Randolph Carter, Director of Marketing at Rentokil to talk about how Rentokil is building a global brand on experience. 

How SugarCRM is Using Account Experience to Build Customers for Life

Everything SugarCRM does from a strategic planning standpoint if rooted in one question: Will the help us turn this into a customer for life? Today Adam and Dave are talking with Chris Pennington, Chief Customer Officer at SugarCRM to see exactly how they're making that a reality.

Building a World Class Experience Program at DHL Supply Chain

DHL is doing Account Experience right. With 60% contact response rate, over 90% account response rate, and 100% close the loop rate they know a little something about putting processes in place to build a world-class program. In today's episode, Adam and Dave are talking with Markus Engel, VP CDO Performance Management at DHL Supply Chain about how he's been able to achieve this and what's next.

How Just Eat Takeaway.com is Bringing the Restaurant Experience to Home Delivery

Today Adam and Dave are joined by Lucinda Anderson, Commercial Excellence Manager at Just Eat Takeaway.com. Lucinda is going to share how they used customer feedback to revolutionize home food delivery during the past year.