Engagement of Virtual and Home
Based Employees through the
Voice of the Customer
Susan Kressel
Customer Experience Manager
World Travel Holdings
We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
2
We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
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Taking survey data from analysis to
action to inspiration
Gathering the data &
analyzing it
• Clearly defined customer experience
metrics
• Understanding what those metrics are
telling us through data analysis
• We are collecting the voice of the
customer through post-call survey &
welcome home email survey
• Post-call surveys generated after each
sales & service call immediately following
agent interaction (Uptivity)
• Welcome Home surveys sent post travel
(Key Survey)
Sharing the data &
taking action
• Data entered into shared reporting
resource (Cognos)
• Data also sent to agent real-time as
clients submit it
• Dedicated CE recovery team to
immediately connect with clients as
applicable
• Individual agent scorecard presented
monthly via email with all customer
experience metrics
• Agent Dashboard (see example)
• Dedicated Intranet page (see example)
We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
Inspire
• Taking action on trends and initiating
collaboration efforts solely based on the
voice of the customer (marketing,
accounting & product teams)
• Rewards & recognition program in place
via Achiever's platform (monetary and
non monetary awards)
• Work-life balance
• Coming in 2015….Creating CEO’s
(Customer Experience Owners)
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We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
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We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
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Key Takeaways
• Focusing on good things makes more
good things happen
• Hearing directly from customers creates a
more engaging experience
• Nothing is stronger than the voice of the
customer
We Deliver A Remarkable Experience
World Travel Holding Confidential © 2014 - All Rights Reserved.
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