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Work-at-Home Top Performer Spotlight – Pitney Bowes

As the work-at-home situation continues to evolve for customer service operations, we’ve been fortunate to feature top performing companies to provide practices and ideas that have helped take their operations to the next level. During this on-demand webinar, William Steenburgh, Senior Vice President at Pitney Bowes Global Services, chats with our customer service advisory practice lead, Mark Miller, about the following:

  • Crisis preparation
  • Pitney Bowes’ 5 step response to adversity
  • Pitney Bowes’ experience with work-at-home
  • Pitney Bowes’ “Tips from the Trenches” and practical insight for work-at-home models

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Episode 7: VoC through VoE with Global Experience Specialists, Inc.

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.

In Episode 7, Cora Danielson from Global Experience Specialists, Inc. returns to talk about GES’ VoC through VoE board.

Episode 3: Representative Feedback Best Practice with Freeman

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.

In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about “The Drop” – Freeman’s process for gathering, sharing, and acting on representative feedback.

Episode 1: QA Calibration with Global Experience Specialists, Inc.

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.

In Episode 1, Mark sits down with Cora Danielson, Senior Director of the National Servicenter at Global Experience Specialists, Inc. to talk about how they’re taking their QA calibration process to the next level.

The JD Power VoX Approach to Improving the Customer Experience

The JD Power Voice of Experience (VoX) approach helps companies deliver a world-class customer experience and achieve positive financial results.  It combines more than 45 years of our rich, unparalleled experience in:

  • Knowledge of the competitive landscape garnered from Voice of the Customer research
  • A wealth of research and industry expertise
  • A reputation as a trusted and recognized brand in consumer ratings

This experience allows us to conclude that companies that overcome today’s biggest challenges of delivering award-winning customer experience and reap the financial rewards adhere to FIVE KEY PRACTICES, or what we call the JD Power VoX Approach to Improving the Customer Experience: 

Customer Experience Model

KEY PRACTICE #1)  Your Customers ARE the Business

To begin with (and perhaps most importantly), to be a top performer you need to put your customers first. They can’t be seen as part of the business—they ARE the business. Decisions start by looking through the lens of the customer, not by assessing risk or cost, and then considering the environmental impact on the customer.

KEY PRACTICE #2)  Understand Customer Drivers

You need to understand the reality of the market in which you compete. JD Power’s benchmarking studies are the first step in understanding what’s really important to customers, where their pain points are, what drives their decisions and actions, what differs by customer segments, and what changes over time.

INDUSTRY BENCHMARKING STUDIES:

KEY PRACTICE #3)  Develop Strategy and Action Plan

Your organization needs to be strategically aligned with the opportunities that market realities reveal. Your value proposition or brand promise is clear and consistent. You’ll need to create a management structure that nurtures and sustains customer focus as well as continuous improvement. It starts with the JD Power VoX Customer Experience Strategic Assessment >

Customer Experience Model

KEY PRACTICE #4)  Optimize Customer Interactions

Optimizing your customer touch points can mean the difference between winning and losing customers and business. JD Power provides solutions to ensure your frontline and digital channels are performing at their best.

CHANNEL SOLUTIONS:

KEY PRACTICE #5)  Measure and Manage

Top-performing companies continuously measure performance and manage to close gaps between what’s expected and what’s delivered. It’s not about simply measuring, it’s about managing. They use all the information gathered to drive the right actions.

Request a JD Power VoX Platform Demo>

Master the 5 Key Practices of Top-Performing Companies

Ready to get started? Allow JD Power to show you how the JD Power VoX approach can help your organization master the five key practices of top-performing companies.

JD Power VoX: Master the Five Key Practices

Solutions | Certified Call Center Program

Interaction with your company’s call center has a large impact on how customers perceive your brand. As customer needs become more complex and their expectations rise, it is increasingly important for your call center to deliver exceptional customer service and to understand where improvements could be made.

The Solution

The JD Power Certified Call Center ProgramSM sends a clear and unequivocal message to consumers that your company’s call center focuses on providing the highest levels of customer satisfaction. For call centers in service industries seeking to distinguish themselves in a highly competitive marketplace, certification provides a distinct advantage.

The Benefits

Participating companies will have access to annually updated benchmarks and certification criteria that are aligned with customer needs, allowing your company to set performance goals at levels currently demonstrated by some of the highest-performing call centers. Qualifying for the Certified Call Center Program provides your company with distinct and unique benefits that:

  • Recognize call centers for providing an “Outstanding Customer Service Experience”
  • Include certification from the most trusted name in customer satisfaction—JD Power
  • Allow participating call centers to identify and focus on the critical areas that impact customer satisfaction
  • Support call center initiatives for performance improvement and revenue enhancement
  • Provide independent, third-party feedback derived from customers
  • Provide a mechanism to measure the impact of operational changes and their effect on customer satisfaction
  • Set performance standards at the highest levels to create and increase operational efficiencies
  • Provide access to leading practices and strategies that are updated annually to reflect current best practices
  • Offer unique networking events with other certified organizations and informational sessions exclusively reserved for JD Power client

Contact Center Operational Performance Assessment

The Challenge

Whether working to develop the most effective operation or preparing for JD Power certification, contact center managers must be careful to choose the right activities against which to deploy limited resources. Pursuing ineffective activities wastes time and money, reduces staff morale, and puts high-potential employees at risk.

The Solution

The JD Power Operational Performance AssessmentSM delivers both a snapshot of your contact center’s current operation and prescriptive guidance on how to increase performance or to identify what actions to take before pursuing JD Power certification. The Operational Performance Assessment includes the following:

Contact Center Benchmarking Toolkit:

  • Top drivers of customer satisfaction in order of importance, offering clarity on what customers expect your contact center to deliver
  • Contact Center Best Practices Scorecard assesses your operation against the same 175 standards used in the JD Power certification program, including appraisals of the Web self-service channel, interactive voice response (IVR) and self-service channels, and phone channel

Three-day onsite assessment and self-service channel assessments by industry experts:

  • An in-depth contact center operational audit at your key contact centers
  • A final score and gap analysis compared with the JD Power Contact Center Best Practices Scorecard,SM which mirror the assessment used in the JD Power Certified Call Center ProgramSM
  • A detailed report and readout (and optional half-day working session) that quantifies performance gaps and provides recommendations on what specific next steps

The Benefits

The Contact Center Operational Performance Assessment provides companies with detailed and critical information about their contact center performance, offering the insights and tools needed to drive superior results quickly and at low cost. This assessment is designed for companies that want to develop the most effective operation and understand how the highest performers have achieved it or want to prepare for the JD Power Certified Contact Center Program.

Social Media and Text Analytics

Social Media and Text Analytics

Consumer opinions are everywhere. Open-ended survey responses, call logs, and social media sites are just a few of the many sources that now contain important, unstructured data that may hold valuable insights for your company.

Our social media and text analytics solutions are designed to enable you to make the most of consumer conversations, wherever they may occur.

BENCHMARKING

Updated annually, our benchmarks are drawn from millions of consumers and small businesses across dozens of industries, telling us what drives an outstanding experience and what consumers value most.

Social Media Benchmark Study

Engage with consumers through social media interactions to strengthen the image and value of your brand and to demonstrate the value of social media efforts to internal stakeholders:

  • Measure your social media efforts and compare them to your competitors
  • Identify the right amount and type of social media content to share with your consumers
  • Learn how to adapt the best social media practices of high performers to your organization

Learn more about the Social Media Benchmark Study >

ANALYSIS

Let JD Power’s analysis solutions put the voice of your customers to work for you.

Social Media Intelligence

Learn from our experts how to collect and sort the abundance of consumer information found online, as well as how to find actionable insights and make that information relevant:

  • With our Insight Composerv tool, extract actual consumer perceptions from social media, and understand what your consumers love (and hate) about brands, categories, issues, and trends
  • This program can be tailored to meet your social media needs

Learn more about Social Media Intelligence >

Social Media Pulse Program

Harness your unique social media stream of data to address key problems and opportunities in real time:

  • Sift through noisy, messy information to find relevant pieces of dataKeep up with the speed and volume of your social media data
  • Move beyond “monitoring” and toward “finding true insights”

Learn more about the JD Power Pulse Program >

ADVISEMENT

JD Power’s proprietary solutions and subject matter expertise may help you navigate the world of unstructured data.

Voice of the Customer Text Analytics

Let JD Power’s analysis solutions put the voice of your customers to work for you.

  • Extract rich customer information often overlooked when compiling complex and unstructured data
  • Assimilate information in order to understand your customers and identify how to meet or exceed their expectations

Learn more about Voice of the Customer Text Analytics >

Digital Experience Evaluation

JD Power understands the value marketers place on digital outlets, such as websites and apps, to promote and sell their products or services and to communicate brand messages. We’ve helped numerous companies track their customers’ perceptions of their digital presence in order to understand how content or service is impacting their target audience and how customers perceive their brand or design execution. We also identify best practices for serving customer needs via digital platforms and how to apply those practices to a given organization’s digital mediums.

Our digital experience evaluation solutions are designed to address your needs by providing insights and actionable recommendations when it comes to improving your website.

Syndicated Studies

Our syndicated digital experience evaluations provide actionable data to improve your website. They include website best practices, insights and recognition based on Voice of the Customer data.

Manufacturer Website Evaluation Study Cross-Device (MWESxD)

Improve your online vehicle shoppers’ website experience in order to drive traffic to dealerships and increase the likelihood of sales:

  • Understand best practices for improving website navigation, appearance, information/content, and speed
  • Understand which features of your website are important and how to improve them, including vehicle specs, images, vehicle configurators, and pricing/payment information

Learn more about the Manufacturer Website Evaluation Study Cross-Device >

Insurance Digital Experience Study

Positively impact the shoppers’ ability to obtain quote information and an awareness of the benefits your company offers:

  • Understand the design aspects of insurance website navigation, appearance, navigation, clarity of information, range of services, and speed
  • Learn which website Key Performance Indicators (KPIs) have the greatest impact on customer satisfaction

Learn more about the Insurance Digital Experience Study >

Utility Digital Experience Study

Provide an analysis of customer perceptions of your company’s digital presence:

  • Identify the correlation between website and mobile app engagement and user experience
  • Learn about your overall digital proficiency rating assessed by JD Power’s strategic partner, Centric Digital

Learn more about the Utility Digital Experience Study >

Automotive Website Evaluation Study Cross-Device (AWESxD)

The study helps third-party automotive websites identify improvements to make their site more competitive.

  • Maintain a site that stays ahead of the curve in terms of content, appearance, navigation, and speed
  • Estimate return on investment for proposed site changes and enhancements
  • Evaluate competitive site comparison features based on Voice of the Customer data and expert analysis

Learn more about the Automotive Website Evaluation Study Cross-Device >

Proprietary Studies

Our digital experience evaluation proprietary studies offer Voice of the Customer data, subject matter expertise and cross industry best practices to help you improve customer satisfaction with your website and apps.

Digital Experience Evaluation Of Citizen-Centric Government Websites

Track citizens’ perceptions of your agency’s digital presence in order to understand how content or service is impacting the target audience; JD Power experts identify best practices for serving citizens’ needs via digital platforms and provide guidance on how to integrate those practices in your agency’s digital experience offerings.

International Studies

JD Power conducts research worldwide. We offer digital experience evaluation studies in the countries listed below.

Canada Manufacturer Website Evaluation Study

Specific to the market in Canada, improve your auto manufacturers’ website in order to drive traffic to dealerships and increase the likelihood of sales:

  • Understand the design aspects of manufacturer website appearance, navigation, information/content, and speed
  • Understand which features of your website are important and how to improve them, including vehicle specs, images, vehicle configurators, and pricing/payment information

Learn more about the Canada Manufacturer Website Evaluation Study >

Certified and Distinguished Programs | Certified Call Center Program

Certified Call Centers

For call centers seeking to distinguish themselves in this highly competitive marketplace, the JD Power Call Center Certification Program sends a clear and unequivocal message that your call center is focused on providing the highest levels of customer satisfaction, is process-oriented and professionally managed.

JD Power Certified Call Centers