Innovation in Support Employee Experience & Loyalty

Overview: What You Did

Provide an overview of your Innovation in Support Employee Experience & Loyalty program(s) at a high level. Details might include, among others:

• Challenges faced that led you to create the employee experience and/or loyalty program. Employee survey programs including employee engagement, employee satisfaction, employee effort, employee net promoter, employee social engagement rating, etc.
• Details regarding frequency of surveys, questions asked, managed internally and/or with an external partner will be shared
• Technology used, such as an employee engagement platform
• Changes to hiring, training, and retention programs
• Soft skills or other training programs that were modified or added
• Unique practices for hiring, training, scheduling, monitoring and coaching
• Changes to incentives for employees to encourage and reward desired business behaviors
• Approach to career pathing
• Roadblocks or challenges faced, and how you overcame them
• Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Innovation Has Helped Your Company

Describe how your employee experience and/or loyalty program has impacted business outcomes for your company. Provide supporting evidence*, such as:

• Reduced voluntary attrition for support employees
• Rise in employee satisfaction and/or employee promoter scores
• Reduced training time for new employees
• Increase in highly-skilled applicants for open positions
• Increase in positive brand recognition (i.e., Glassdoor, LinkedIn Top 100, etc.)
• Increased employee productivity
• Decrease in employee absences
• Impact on customer loyalty scores due to increased focus on employees
• Customer churn, renewal, and upsell metrics
• Cost savings
• Improved gross margin metrics
• Overall company revenue and support revenue growth

Customer Impact: How This Innovation Has Helped Your Customers

Describe how your employee experience and/or loyalty program has positively impacted your customers. Provide supporting evidence*, such as:

• Improvements to customer satisfaction scores (CSAT) or customer effort scores (CES)
• Increased renewal rates
• Increased account growth metrics (i.e., expand sell/increased dollar-renewal rate)
• Quicker response times
• Increase in customer success stories
• Increase in referenceable customers

Employee Impact: How this Innovation Has Helped Your Employees

Detail how your innovation has positively impacted your Support Service employees. Provide supporting evidence*, such as:

• Employee satisfaction scores
• Support Service employee attrition
• Support Service employee retention
• Support employee serviceability suggestions
• Employee engagement scores
• Employee net promoter scores (NPS)

Judging Criteria

Your application will be judged on the following criteria:

• The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
• Business Impact: How has this helped your company?
• Customer Impact: How has this helped your customers?
• The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
• The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?