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EMC TCE Final

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by

Jeff Wiggington

on 27 March 2017

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Transcript of EMC TCE Final

Your Experience. Our Passion.
TOTAL CUSTOMER EXPERIENCE
TCE IS...
BUILDING THROUGH
EVERY INTERACTION
TRUST
TCE IS...
THE POWER OF
CONVERSATION
TCE IS...
SHARING CUSTOMIZED
INSIGHTS
TCE IS...
A HOLISTIC
LISTENING
CULTURE
TCE IS...
WHAT MAKES US
DIFFERENT
TOGETHER, WE DEFINE THE
Increase in Net
Promoter Score
Since 2013
86%
Tech Vendor
Based on Net
Promoter Score
TOP 3
Unique Ask the Expert online visitors in 2014
Increase in visitor traffic since 2013
34%
CONTINUOUS IMPROVEMENT:
Program available in all new ECN language
communities (Chinese, Japanese & Spanish)

Expansion into real-time discussions hosted
via Twitter & LinkedIn



C-level Customer Interviews in 6 Countries
27
Survey Countries
154
Customer
Experience Excellence Award
Customer
Commitment Award
Customer
Experience
Impact Award
- Leong Weng Ling, CTO of AIA Singapore
The mere fact that the head of the local business in Singapore will sit down and work out solutions with us is a far cry from other vendors…we can count on everyone. It comes back to how EMC treats their customers—a perfect balance of respect and empathy.

• Surveys
• Community Forums
• Social Media
• Text-based Monitoring
• 1:1 Interviews
• Customer-focused Events
• Direct Account Input

• Voice of Customer
• Voice of Partner
• Voice of EMC Field
• Product Quality Scorecard
70%

of buying experiences
are based on

how the customer feels
they are being treated
Source: McKinsey
Source: Temkin Group
of companies expect to

increase their focus on customer experience
measurements and metrics
84%
Source: Forbes

Only

1%

of customers
feel that vendors
consistently meet their expectations
23
Survey Languages
66,000+
Customer & Partner 2014 Survey Responses
Of customers spend
more than 10
minutes per visit
47%
62,000+
55
Key Improvement
Areas Identified
40%
Increase in
Customer Satisfaction
TOTAL CUSTOMER
EXPERIENCE (TCE)
WHY DOES
MATTER?
TOTAL CUSTOMER EXPERIENCE
HOW WE LISTEN:
HOW WE MEASURE:
Full transcript