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Innovation in Support Employee Experience & Loyalty

This award recognizes the Support Services organization that has successfully launched a support employee experience and/or loyalty program. Support is facing a critical supply-and-demand problem for skilled employees who want to make Support a career. The company will highlight their strong focus on employees, employee engagement, employee emotional connection to the company, and their employee’s drive to be engaged with customers in a meaningful way.

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?

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.