Terryberry has recently made some big changes to the structure of our 360 Recognition Team, allowing us to better focus on specific tasks, make improvements to the platform, and most importantly serve our customers.  One of the biggest changes that the 360 Recognition Team made was the addition of a Customer Success role.

We understand that each of our customers may have a different definition of what a successful program looks like. We want to make sure that we’re doing all that we can in order to deliver, maintain, and grow a program that you define as successful.  Specifically:

The goal of the Customer Success role is to aid our customers in defining and benchmarking success in their program, to educate our customers on employee participation, and to analyze programming fit and discomfort and provide an action plan to increase satisfaction.

Let’s break our goal into three separate pieces and discuss how each one will impact you.

First, we want “to aid our customers in defining and benchmarking success in their program.” What does that mean? We want you to tell us what you’re expecting to get out of your program, and what impact you’re hoping to see it make within your organization.  If you’re unsure of where to start or what to expect, we can help.  We’ll provide you with statistics from your industry, from similarly sized organizations, and from programs that we’ve set up that closely resemble yours. This will help you set attainable short and long-term goals for your program that we can monitor and measure, in order to keep the program on the path to success.  We understand that these goals may look wildly different from one company with the next, and that’s why we want to partner with you in order to achieve your definition of success within your program.

Secondly, we want “to educate our customer on employee participation.” This includes an in-depth analysis of how your employees are engaging with the site. We want you to be aware of how employees interact with each other, how managers interact with their employees, and what elements of your nomination and award process are being used most frequently.  The more we understand your expectation for employees using the system, the better we’ll be able to provide insights into their actual engagement.  As part of this drive, the 360 Recognition Team has been working on improved reporting and analytics features that will help your administrative team, your managers, and our team monitor and interpret the data generated by your program.

Finally, we want “to analyze programming fit and discomfort and provide an action plan to increase satisfaction.” We’re proud of the fact that 360 Recognition is one of the most flexible and customizable platforms in the marketplace. We understand that sometimes that same flexibility and customization can be troublesome. We want to discuss those areas of discomfort with you, getting to the root of the problem, and proposing minor program changes that may offer administrative relief and increased ease of use; making sure that your program is effective, easy to manage, and comfortable for employees to use.  If there are pain points, please let us know and we will work with you on an action plan to resolve and overcome them.

Now you’re probably thinking that all of this sounds nice, but how is it going to work? Glad you asked.

We will be reaching out to the customer admin teams based on your program launch date.  We’ll schedule a time to meet where we can walk you through a formal review of your program to date. If there are specific topics that you would like to address, you’ll be able to let us know ahead of time and we’ll prepare what we can for those conversations.  After the review meeting and the discussion it entails, we will follow up with an action plan (if necessary) in order to improve your program.

For our new customers, we’re implementing a formal Year 1 plan that includes Program Success meetings 30 days after launch, 90 days after launch, 9 months after launch, and following the 1 year anniversary of your program launch.  Each meeting will be focused on different aspects of program success, designed to make sure that the program starts off on the right foot, works as intended, is comfortable for both admins and users alike, and will be successful going into the future.

The Terryberry 360 Recognition Team is very excited to get the ball rolling, and we hope you are too.  If you have additional questions about your 360 Recognition program or our customer success process, please don’t hesitate to reach out to your 360 Specialist.

“You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers’ Desired Outcome and get all of those things.” – Lincoln Murphy