{"id":28397,"date":"2022-09-03T13:39:44","date_gmt":"2022-09-03T17:39:44","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=28397"},"modified":"2022-09-03T13:39:44","modified_gmt":"2022-09-03T17:39:44","slug":"5-rules-for-a-highly-successful-customer-experience-implementation-with-amazing-roi-a-case-study","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/5-rules-for-a-highly-successful-customer-experience-implementation-with-amazing-roi-a-case-study\/","title":{"rendered":"5 rules for a highly successful customer experience implementation with amazing ROI! &#8211; A case study"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/24261162\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p><em>A lot of the behavioral sciences can feel intimidating. However, it doesn&#8217;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.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>In my 20 years as a consultant for <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">Customer Experience<\/a>, I have been involved in several successful implementations. The Maersk Line project that I worked on with <a href=\"http:\/\/linkedin.com\/in\/michelpatterson\" rel=\"nofollow noopener\" target=\"_blank\">Mich\u00e9l Patterson<\/a>, a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score\u00ae (NPS)&nbsp;over 30 months. What&#8217;s more is they also experienced a 10 percent increase in shipping volumes.<\/p>\n<p>&nbsp;<\/p>\n<p>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. 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:<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li><strong>Define:<\/strong> What are you trying to accomplish?<\/li>\n<li><strong>Measure:<\/strong> How will you know if what you do is working?<\/li>\n<li><strong>Analyze:<\/strong> What changes are possible that might improve experiences?<\/li>\n<li><strong>Improve:<\/strong> How can you roll these changes out on a larger basis?<\/li>\n<li><strong>Control:<\/strong> How can you keep things moving in the right direction?<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p>In this episode, we cover these five rules and how they played out in our highly successful Customer Experience implementation for the world&#8217;s largest shipping container company.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Key Ideas to Improve your Customer Experience<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>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. Patterson says that for her first project in the implementation area, these five areas were the natural inclination for organizing their efforts with Maersk.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>Here are a few key moments in the discussion:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>06:44<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Patterson explains how she didn&#8217;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.<\/li>\n<li><strong>14:43<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Patterson explains the concept about putting Measure second in the list and why it is essential it is there.<\/li>\n<li><strong>22:04<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<strong><span class=\"Apple-converted-space\">&nbsp; &nbsp;<\/span><\/strong><\/li>\n<li><strong>25:00<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li><strong>26:52<\/strong> 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. <strong><span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong><\/li>\n<li><strong>30:58<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin adds in some details he remembers from the implementation and how they played into the success of the overall project.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Please tell us how we are doing!<\/em><\/strong> <a href=\"https:\/\/bit.ly\/3P6z0MI\" rel=\"nofollow noopener\" target=\"_blank\"><strong>Complete this short survey.<\/strong><\/a><span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Customer Experience Information &#038; Resources<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><em>LinkedIn recognizes&nbsp;<\/em><a href=\"https:\/\/bit.ly\/3lfmiMy\" rel=\"nofollow noopener\" target=\"_blank\">Colin Shaw&nbsp;<\/a><em>as one of the &#8216;World&#8217;s Top 150 Business Influencers.&#8217; As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of&nbsp;<\/em><a href=\"http:\/\/bit.ly\/2qCyo5s\" rel=\"nofollow noopener\" target=\"_blank\"><em>Beyond Philosophy LLC<\/em><\/a><em>, which helps organizations unlock growth by discovering customers&#8217; hidden, unmet needs that drive value ($).&nbsp;<\/em>The Financial Times<em>&nbsp;selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on<\/em><a href=\"https:\/\/bit.ly\/3PnSsnY\" rel=\"nofollow noopener\" target=\"_blank\"><em>&nbsp;LinkedIn<\/em><\/a><em>&nbsp;and<\/em><a href=\"https:\/\/bit.ly\/3eSvft7\" rel=\"nofollow noopener\" target=\"_blank\"><em>&nbsp;Twitter.<\/em><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/bit.ly\/3khNOrw\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Why Customers Buy:<\/em><\/strong><em>&nbsp;As an official &#8220;Influencer&#8221; on LinkedIn, Colin writes a regular newsletter on all things Customer Experience.&nbsp;<\/em><a href=\"https:\/\/bit.ly\/3paYbkD\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to join the other 35,000 subscribers.&nbsp;<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>How can we help?<\/em><\/strong><\/p>\n<p><a href=\"https:\/\/bit.ly\/2JUAey1\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to learn more about Beyond Philosophy&#8217;s Suite of Services.<\/em><\/p>\n<p><a href=\"http:\/\/intuitivecustomer.libsyn.com\/5-rules-for-a-highly-successful-customer-experience-implementation-with-amazing-roi-a-case-study?tdest_id=606730\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A lot of the behavioral sciences can feel intimidating. However, it doesn&#8217;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. &nbsp; In my 20 years as a consultant for Customer Experience, I have been involved in [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-28397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/28397","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=28397"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/28397\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=28397"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=28397"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=28397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}