Understanding and anticipating customer needs has been the keystone of EMC’s success. Not only do we deliver products that meet customers’ needs, but we also deliver them in a way that can help their journey to sustainability. Driving our efforts is the Total Customer Experience (TCE).
Total Customer Experience
Our TCE operating model is a company-wide commitment to exceed customer expectations for quality, service, innovation and interaction. One way this model comes to life is through the extensive Voice of The Customer survey which evaluates our entire relationship with customers. We use these findings to establish initiatives in critical areas, prioritize projects, and identify metrics and goals that are important to our customers. Within the survey, we explicitly request customers’ views on sustainability concerns to ensure their voices are integrated into our strategy and programs.
To drive the importance of TCE at EMC, an annual TCE Excellence Award is presented to an individual or team who best demonstrates our commitment to the Total Customer Experience. In 2011, 35 candidates were nominated by EMC executives for the TCE Excellence Award. For the second consecutive year, we awarded recipients in the following three categories:
- The 2011 TCE Excellence Award was awarded to an organization that instituted a holistic and customer-centric quality and customer experience program to manage a diverse set of products. The initiative was recognized for its innovation and facilitation of the overall customer experience by leveraging operational key performance indicators (KPI’s) to drive product and process improvements.
- The 2011 TCE Excellence Field Award recognized a team that responded to customer needs in the aftermath of the magnitude 9.1 earthquake in Japan. This support team braved hazardous travel conditions to bring its customer back online. As a result, this particular account enabled EMC Secure Remote Support to streamline future support services.
- The 2011 TCE Excellence Individual Award recognized an EMC employee who provided outstanding service to the United States Air Force. As a trusted advisor, this individual partnered with the Air Force to deliver high system availability, protecting the lives of American soldiers.
The TCE program also leverages EMC’s annual Innovation Conference to recognize innovative approaches to customer service and engagement. The 2011, the TCE Innovation Award was awarded to a team that integrated Big Data analytics with customer environment information to drive performance improvements. To learn more, visit Innovation Network.
EMC places high importance on measuring customer satisfaction (CSAT), maintaining industry-leading levels and using feedback to continually drive improvements. This includes setting quarterly CSAT targets both across “the field” and remote organizations, as well as posting the surveys on our internal dashboard site for EMC’s Customer Support Services to reference.
- Our Global Customer Support group achieved EMC’s “TCE Proven” status, demonstrating their commitment to TCE improvements and sustained performance.
- We introduced “Your Support Experience,” an EMC Community Network that engages customers with discussion forums and highlights our commitment to CSAT and TCE.
- We launched Advancing Customer Experience and Satisfaction (ACES), an internal forum for employees to discuss and share insights about CSAT.
The Information Technology (IT) Leadership Council – formerly EMC Customer Council – is EMC's premier program to help customers accelerate their IT transformation. It helps us to share our vision, validate strategy, and foster continuous engagement with EMC’s most important constituents – our customers. In 2011, we hosted more than 100 IT leaders from around the globe to participate in a unique peer-to-peer workshop. Customers had the opportunities to chart their IT strategy, understand EMC’s architectural vision, engage with their peers and EMC executives, and deepen their relationship with us.
In addition, our Chief Technology Officer (CTO) meets with a select group of customers that comprise an Industry Technical Advisory Council. They discuss IT challenges and how our evolving technical strategy can help develop solutions.
EMC Community Network
The EMC Community Network (ECN) on EMC.com launched in 2008 and continues to evolve. The site is a social network that links stakeholders – our employees, customers and partners – who have common interests in collaborating and innovating on everything from EMC products to industry practices. Members can find and share ideas through blogs, social networking tools and RSS feeds – providing a direct connection to our leaders, experts and products teams. As of December 2011, approximately 200,000 people have registered as members.
Executive Briefing Program
EMC founded the worldwide Executive Briefing Program in 1994 and has since hosted more than 30,000 individual customer briefings across the globe. The briefings are designed to bring EMC customers together with executives and experts, in order to encourage multi-way discussions about industry-leading technology and strategy. The meetings are catered to specific customer needs and the local market, but we have noticed a reoccurring interest in the topic of sustainability and EMC’s efforts in this area.
We have briefing centers located in Hopkinton, Massachusetts; Santa Clara, California; Bedford, Massachusetts; Cork, Ireland; Bangalore, India; Singapore; and Tokyo, Japan and we have future plans to open centers in Beijing, China and Rio de Janeiro, Brazil. To learn more, visit EMC Worldwide Executive Briefing Program on EMC.com.