Last week we asked you to dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. Now it's time to find your ballot: We know the winners.
Just yesterday, the Customer Experience Professionals Association (CXPA), a global non-profit organization created to guide and enhance customer experience management, named five winners from a list of 14 semifinalists.
Winners were announced at the CXPA's fourth annual Insight Exchange event, which continues today in Atlanta.
Come on ... Admit it. You're eager to know who they are.
The Envelope, Please
The CX Innovation Awards, now in their third year, recognize new practices that "improve customer experience, result in strong business impact and advance the field of customer experience for other organizations."
- Akbank: Voice of the Customer -- Daily, Personal and Fascinating!
- Cisco: Winning with Words
- National Car Rental: In The Driver’s Seat: National Car Rental Leads the Way by Collaborating Directly with Consumers
- Oklahoma City Thunder: CLICK Like a Champion
- Safelite AutoGlass: Mobile Technicians App Streamlines Customer Experience
What's So Innovative?
Akbank, a Turkish bank, initiated a project to give "just in time" direct feedback to employees. The target was to measure daily customer satisfaction and transfer feedback to the specific employee who served the customer. Randomly selected customers receive a call within 24 hours following service to determine the customer service level, competency of the staff, general staff behavior and more. General satisfaction scores are shared daily with the specific branch employees by notification pop ups. The feedback is designed to be "simple and sympathetic," because Akbank believes "easy to understand, timely feedback is the key to creating employee focus. "
Cisco took an overlooked, basic skill and used it to drive a cultural change across a $50 billion dollar company: language. The problem? Employees used jargon to talk with each other, but customers had a hard time understanding them, which "was bad for the business, bad for sales and the Cisco brand." The brand experience team helped the company focus on simpler and more distinctive language — and communicate things in ways customers can understand. "To make it stick, the team created guidelines and playbooks, translated them into 14 languages and developed curriculum and a training program that has trained nearly 2,000 people worldwide."