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Customer Experience Professionals Association (CXPA) named
October 6, 2015 as Customer Experience (CX) Day MS joined other companies WW in celebrating
and acknowledging this
dayChance to spread the word and inspire every employee to be Customer Obsessed Promote the “I Can” ChallengeOne WW activity on October 6 that all employees can participate in Land a cultural moment by executing a fun and motivational activity The CX Day 2015 Toolkit provides ideas and resources for fun and motivational activities Participate in CXPA Online or Local Events
I engage with customers, and use insights to shape solutions.
I listen carefully and with empathy.
I’m Empowered to help customers
I anticipate and respond to customer needs, and feel empowered to do the right thing.
How MS Celebrated CX Day
CX Day Plan
Promotion of CX Day on Microsoft Intranet and via Digital Signage across campuses and buildings WW
Yammer: Post to
Corporate-funded prizes for Global “I Can” campaign
Giving Campaign Charity donations
Global “I Can” Challenge to gather “I Can” statements
Optional supplementary activities for Field or Segment execution
“I Can” Campaign
Global Digital “I Can” Challenge for All Employees
On Oct 6, all employees visit CX Portal to upload an “I Can___”
short statement that tells what
do to be customer obsessed, along with uploading a picture.
Employees who participate are eligible to win Microsoft and Windows devices.
Optional ideas for local execution at subsidiaries’/segments’ discretion
Day 2015 Optional Field Activities toolkit
, descriptions, templates, and checklists of potential
Tournament, Trivia Contest, Free Coffee Cart, Tee Shirt Tribute and
CX Day Impact
spanned MS and not limited to “customer-facing” rolesTop-down commitment to Customer obsessed culture via Leadership participation
from CEO, Sales Segment
Leads, Product VPs, other Company LeadersExternal awareness, customer experience and customer connections via Social and Facebook campaigns in Spain, Middle East, Hungary, Canada, UKSkype Consumer team “customer field trip” to learn directly from customersNorway called or met with 1,300 customers and partners!Gulf finalized COS for 22 accountsPoland hosted customers onsite
brought a customer to campus to speak to employeesIndia spent the day with customers and launched a contest for best customer visit storiesIdentified new programs, tools and field practicesLaunched new CX app in Poland
Shared info with the company about VOC toolsWestern Europe contest for CX award nominations. German sub launched “New Era Principle” campaign representing Customer Obsession
Awareness and landing of Customer Obsessed Cultural Attribute behaviorsSignage, posters, activities, newsletters in Poland, Japan, Taiwan, MEA, Canada, WE showcasing behaviors (often by role)CX Lead thought leadership
Subsidiary leads stated how valuable the event was to drive awareness and morale and make connections with leaders and employees