Customer centricity has long been a mantra for support teams, marketers, salespeople, and even product teams devoted to improving customer experience. But it turns out the benefits of a customer-focused culture extend beyond keeping your buyers happy: SurveyMonkey CMO Leela Srinivasan shares our latest research which found companies that prioritize customer centricity are likely to have significantly better employee engagement. https://www.surveymonkey.com/

1. Leela Srinivasan
CMO, SurveyMonkey
@leelasrin @SMforHR

2. EX meets CX
(HR Marketing)

3. 3
1977 1987 1997 2007 2017
10%
20%
30%
50%
60%
The pace of disruption is
accelerating
% of companies that are new relative to the list 10 years prior
Fortune 10
CONFIDENTIAL
Failure to keep employees
actively engaged is costly
Customer loyalty is harder
than ever
of online consumers are less likely to return to a site
after a bad experience
Source: The Gomez report published in 2010, Why Web Performance Matters
88%
Cost of lost productivity in the United States each year
$483B - $605B
Source: Gallup 2016 State of America Workplace report

4. 4
Precise insights driven from people’s voices, ideas, and sentiments
Measure Benchmark Act
SurveyMonkey delivers
People Powered Data
@SMforHR @leelasrin

5. Trusted by 98% of the Fortune 500
60M
Registered customers
2.5M
Survey takers every day
20M
Questions answered
every day
300K+
Organization domains

6. @SMforHR @leelasrin
Shameless customer groupie...
...who is super-passionate about work

7. Anecdotally,
what did the best
employees have
in common?
@SMforHR @leelasrin

8. They’d walked
a mile (or 200)
in their customers’
shoes

9. We were curious...

10. ...so we surveyed 1,000+
people in the US who
work for customer-
serving companies

11. 11
Customer connection
is correlated with
finding work meaningful
@SMforHR @leelasrin
Finding #1

12. Employee empathy for customers Perceived impact on customers

13. Thinking about customers Making CSAT is a priority

14. 14
Customer-centric cultures
are associated with
less employee attrition
@SMforHR @leelasrin
Finding #2

15. 15
Companies lose
33% of a worker’s
annual salary each
time they leave
Source: Employee Benefit News research @SMforHR @leelasrin

16. Perception on company empathy Perception on customer-facing

17. CSAT is a priority for company

18. 18
Want to
engage your
employees?
Get them
closer to your
customers
@SMforHR @leelasrin

19. 19
Three ways we establish customer
centricity at SurveyMonkey
Quarterly all-hands
speakers
NPS and customer
feedback
Customer
interaction reports
@SMforHR @leelasrinCONFIDENTIAL

20. CIRs in
action

21. CONFIDENTIAL AND ATTORNEY-CLIENT PRIVILEGED
Do you have a
culture of customer
centricity?
Use our free survey
template to find out!
www.surveymonkey.com/mp/customer-centricity-survey-template
@SMforHR @leelasrin

22. CX + EX
3 golden rules that
apply to HR and
marketing alike

23. 23
#1
Listen
throughout
the lifecycle
@SMforHR @leelasrin

24. Customer and employee lifecycles share a lot in common
Acquisition SuccessOnboarding Loyalty Churn
Mkg
HR

25. How employee
feedback drives
decisions at
SurveyMonkey
@SMforHR @leelasrin
Office environment1 |

26. @SMforHR @leelasrin
Vendor benefits2 |
How employee
feedback drives
decisions at
SurveyMonkey

27. @SMforHR @leelasrin
Growth * Impact * Goals
GIGs are:
● Meaningful conversations
● Informal, quarterly
● Focused on impact
● Facilitated with a growth mindset
Quarterly GIGs3 |
How employee
feedback drives
decisions at
SurveyMonkey

28. For more ideas, see
Employee feedback
for the win
www.surveymonkey.com/resources/premium/employee-feedback-for-the-win/

29. 29
#2
Unlock advocacy
to accelerate your
[hiring / acquiring]
@SMforHR @leelasrin

30. CONFIDENTIAL AND ATTORNEY-CLIENT PRIVILEGED
Customer
advocates
in action
@SMforHR @leelasrin

31. CONFIDENTIAL AND ATTORNEY-CLIENT PRIVILEGED @SMforHR @leelasrin
Employee
advocates
in action

32. 32
#3
Make culture
your top priority

33. 33
Company
culture is now
front page news
@SMforHR @leelasrin

34. 34
● Get it here:
www.surveymonkey.com/mp/inclusion-
survey-template/
● Understand what drives inclusion
by measuring:
○ Growth mindset
○ Belonging
○ Objectivity
● Developed in partnership
with Paradigm
Free Belonging and
Inclusion template

35. CX + EX
How to partner
with marketing to
create a compelling
employer brand

36. 36
Our mission:
To power
the curious
Our EVP:
Where the
curious come
to grow
@SMforHR @leelasrin

37. At SurveyMonkey, we're devoted to supporting the curious and inspiring their growth. We welcome
the world's innovators, soft-spoken thinkers, and change agents. Our company is where forward-
thinking individuals, who are looking for more than just a job, can make a lasting impact.
Our workplace is collaborative and inclusive, a place where curiosity is celebrated. We move with the
agility of a startup, but enjoy the perks of being an industry leader. And we carefully design our
benefits and programs to support the wellbeing of everyone in our troop. We're not a company where
paths are dictated, but one where they're discussed. At SurveyMonkey, it's easy to speak up, share
your opinion, and work as a team to turn good ideas into amazing ones.
As an organization, we want to make a positive impact that extends far beyond our office doors. From
fundraising for global charities to helping our local communities, we know the easiest way to live in a
better world is to start building it. And we take that idea to work with us every day. We've built an
environment where the curious are inspired and energized, and each and every person is given
unique and varied opportunities for professional and personal growth.
Statement of Belief

38. @SMforHR @leelasrin
● Bring data to the table!
● Be clear about your target audience
● Think about your unique selling proposition (USP)
● Give us a little creative license
● Leverage our expertise (social, demand gen,
creative, channel strategy & more)
Keys to a successful
employer brand partnership

40. 40
Powerful survey
platform
Improve employee
engagement
Streamline
applicant selection
From recruitment to
retention, get the expertise,
speed, and scale you need
to understand the entire
employee lifecycle with
SurveyMonkey.
Create a happier,
healthier, more productive
workforce. Get a user-
friendly experience and
a modern engagement
methodology with
SurveyMonkey Engage.
Easily manage employee
and community scholarships,
innovation awards, research
grants, sponsorships,
and more with
SurveyMonkey Apply.
Questions?
www.surveymonkey.com/mp/hr-solutions
@SMforHR