PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. Her story offers a great example of how you can create amazing customer experiences, and even win an award for the effort.
Creating a Short-List Creates Quick Action
Michelle leads the Enterprise Client Experience program at Crowe Horwath LLP. When Michelle joined the firm in late 2012, the organization had already progressed toward its goal of delivering an exceptional Client Experience.
A partner of PeopleMetrics since 2010, the firm had established a relentless focus on increasing the proportion of Fully Engaged clients by emphasizing performance on a short-list of key drivers of the experience. In addition, the firm's leadership had established a habit of listening to, and acting on, client feedback following key milestones and engagements.
Michelle stepped into a high-performing organization and made it better.
Remember to Recognize Your Employees
Her impact award recognizes her efforts in driving organizational adoption and accountability, as well as establishing a pay-it-forward system for sharing client kudos throughout the firm. Employees can recognize team members and support staff for their help in delivering exceptional client experiences. She also established a firm-wide training curriculum focused on client experience (CX).
Keep Improving Amazing Experiences
True to form, given the opportunity, Michelle pays the recognition forward by acknowledging her team. “Impact can’t be achieved without the hands of many and the leaders who believe in creating something better,” Michelle says. “I am honored to work with amazing people at Crowe who are willing to work hard and take risks in order to deliver better experiences for our clients. The journey is far from over. But every day we risk doing something different so that our clients wouldn’t consider doing business with anyone else.”
We’d like to offer our congratulations to Michelle and wish her continued success in her work at Crowe Horwath LLP.
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