LilG_UnX Flashcards
What Viva Engage and/or Teams page can you go to learn from your teammates and share your own best practices for supporting Unrivaled CX?
Unrivaled CX Influencer
What Unrivaled CX Experience Workflow is defined as: “Earned Customer Growth/Loyalty, Moments that Matter, Engagement & Recognition”?
Xfinity Love
These incentive programs were built to reflect how different groups of employees are expected to contribute to the business, are based on achievement of our Customer Experience ScoreCard/CES metrics.
Bonus programs (Frontline Bonus/FLB and Comcast Incentive Plan/CIP)
Comcast Business Strategy, Business Partner Management, NPS Huddle Revitalization, and Customer Contact Engagement all are Workstreams under this Unrivaled CX Experience Workflow umbrella
NPS Work Practices
Name the 7 Unrivaled CX Experience Workflows
Xfinity Love, NPS work practices, Reliability, Customer and teammate effort, Customer Experience Scorecard (CES) 2.0, CX Communications and One Quality
This initiative is made up of 6 core workflows and is our framework to becoming a best loved brand.
Unrivaled CX or Unrivaled Customer
Celebrate and create brand love moments to give customers and prospects more positive things to talk about to increase earned customers
Xfinity Love
This Unrivaled Cx Workflow means to drive CX focus across all Journeys and bolster NPS work practice engagement throughout the enterprise
NPS Practices
This Unrivaled CX Workflow means to create a continuous drumbeat of Unrivaled messaging to keep the story top of mind for all employees
CX Communcations
Be recognized as a world class leader in Reliability with best-inclass experiences that people can trust
Reliability
Enhance customer satisfaction and loyalty by minimizing the effort required to achieve their goals and resolve issues
Customer +Teammate Effort
Reimagine the Customer Experience Scorecard to better align with both our customer and teammate needs
CES 2.0
This Unrivaled CX Workflow means to align on customer interaction rhythm (guides the conversation using repeatable steps and Quality Behaviors)
One Quality
We all play a role! What group’s role is to “Stay focused on reducing customer effort by leveraging our Quality Behaviors and solving customer concerns the first time, every time”?
Frontline Teams
We all play a role! What group’s role is to “Focus on ways to improve Transactional NPS and Relationship NPS (Residential and Commercial)”?
Leadership and HQ Teams
We all play a role! What group’s role is to “Double down on NPS work practices to identify opportunities to reduce customer effort.”?
All of Us
We all play a role! What group’s role is to “Activate promoters through Xfinity Love to show our customers appreciation and drive growth through referrals”?
All of Us
Representatives who receive strong recognition are this percentage more likely to be proactive innovaters.
33
Companies with recognition programs that are effective at improving teammate engagement have this percentage of lower voluntary turnover.
31
This is the amount of compliments received via thx@comcast.com, social media,
handwritten letters, NPS surveys and executive emails
12688
When teammates send Xfinity Love to customers to celebrate moments in their lives, what percentage feel more positively about Xfinity?
81
The 3 key principles of NPS are tied to our Unrivaled CX Experience; what are the principles?
Listen, Learn, Act
Callbacks and Writebacks are part of this NPS key principle in our Unrivaled CX Experience.
Listen
Elevations are part of this NPS key principle in our Unrivaled CX Experience.
Act
