Team Excellence – Live Case Studies
This project focused on turning McAfee into a customer-centric company by implementing a total customer experience framework along with strong project management methods and Lean Six Sigma methodology. The team used net pomoters (NPS—an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others—with well-known tools such as Pareto charts, voice of customer, process maps, critical to X, timeline graphs, customer journey maps, and Kano model for solution identification and final improvement. These implementations resulted in a mapping of customer closed-loop process for corporate/consumer business, precise 20+ metric measurement for brand/products/touchpoint with customer positive/negative sentiments, focused 60+ customer-based initiatives, and a system for ongoing continuous improvement. Strong engagement from key stakeholders throughout the organization was critical in change management and reinforcing our customer-centric culture offset anticipated resistance. Further, independent evaluation by Temkin Group rated McAfee’s product and relationship net satisfaction at 54 percent in 2017 vs. 34 percent in 2013—that’s 20 percent improvement in customer satisfaction. Improved customer experience contributed to an increase of $130 million in revenue from 2015–2016.
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