Vigilant Visionary
Improve key digital, physical and social touchpoints
What is promised as part of Canada Post's CX vision?
Experiential Customer Life Cycle
What mindset is most difficult for process- and systems-driven colleagues at CPC?
"As a result of your revenues being lower than forecasted, you will be downgraded....?
What is a customer message that has been removed from communications?
Relevant training and communications
What needs to be developed as part of our CX take to company plan?
Water bottle from my university
What was Nancy's first memorable exposure to Secret Service?
Employees, small and large businesses
What customers does Canada Post's vision serve?
Customer Experience Cycle workshop
What is Nancy leading in October with our process team?
Scorecards reward employees for following policy
What is a a big cause of defects at Canada Post?
The question "What was your most memorable great customer experience and what made it great"?
What is a question we've added to all interviews within the CX team?
Stemmed wine glass at the bar
What secret service surprised Claudia at the Marriott?
Aligned customer experience aspirations within Executive team
What has been the most challenging obstacle to creating a vision at Canada Post?
Adding viable alternative solutions to customer care agents scripts
What did Nancy take from the No Game in Q3 to implement in customer care hubs?
Bad weather, floods, forest fires
What is a challenge at Canada Post that is out of our control but is our problem?
"Capture mindshare of our employees to capture market share of our customers"
What is the goal of Employee Empowerment as part of CPC's Service Vision?
Customer Intelligence Alerts
What are our service reps using to give personalized support to our customers?
Integrated customer-focused process design, "friendly technology", relevant training
What are the pillars of CPC's vision?
Marble Room, Marriott Bar, Rock Hall of Fame, etc
What have been great times learning FORD of my colleagues during DiJulius training?
Ship, Receive, Support, Working at CPC
What are the 4 Customer Journeys that will be reviewed for service defects in 2019?
Employee ideas are captured in focus groups
What is being implemented to create better customer experiences and employee engagement?
Jaime, Brittany, Joe, Tanya/Shannon, Peyton, and more!
Which Secret Service Saints did Nancy steal ideas from in class?