Dow Jones & Co. - Customer Service Department of the Year

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Company: Dow Jones & Co., Princeton, NJ
Company Division/Group: Dow Jones
Company Description: Dow Jones brings together world-leading data, media, membership and intelligence solutions. Our diversity of products and audiences means we deliver what companies and professionals need to tackle the business challenges that define their futures.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries

Nomination Title: Dow Jones

Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Dow Jones Customer Experience & Engagement team is a newly-integrated department that joined together under new leadership in April 2015. We consist of 1st and 2nd-line Customer Service organizations, Customer Experience Design, Customer Data Operations and most recently have added our Customer Intelligence and Customer Data Platforms teams.

As a team, we architect, serve and support all of the customer touch points for millions of members, users and customers. We also manage analytics and provide customer insight to colleagues across the world. Combining these skills helps us to personalize every touchpoint, making them as relevant as possible to the customer. Over the last couple of years, we have worked tirelessly to transform the way that we sell, serve, retain and engage our customers. Our experience principles are simple: to make it work, make it easy and make it valuable for our customers.

The transformation of our Customer Experience team has focussed around three pillars:

1) build a strong foundation
2) be the best at what we do
3) create a great place to work

In the last two years, we have built a strong foundation for a world-class Service and Experience organization. We have completely restructured our team, consolidating our internal operation into three global hubs in Princeton, Hong Kong and Barcelona. Alongside a full restructure, we have completely rebranded our teams internally, and made a significant investment in the physical spaces in which our teams work.

We have invested millions of dollars in upgrading our customer and agent-facing technologies through our Customer Engine program, transforming the way that technology helps us to serve our customers. With the recent integration of our Customer Data teams, we have improved our campaign management and CRM technologies to provide a more relevant, omnichannel and personalized customer experience than ever before.

Great customer experiences start with design. Our Customer Experience Design team mapped over 450 customer journeys and had a forensic focus on improving every experience. The team have trained over 200 colleagues from across the business and supported all of our product launches and projects to ensure that the customer is at the heart of everything we do.

But we also understand that excellent customer service depends so much on our people. Every day, we rely on the passion and determination of our team of over 400 people.

As part of our transformation, we invested heavily in training by creating a competency framework that would support personalized development plans for everyone; we piloted a flexible working program in response to our employee engagement survey; held a global managers meeting and revamped all of our onboarding processes.

In addition, to help improve communication and transparency we held monthly departmental meetings, launched monthly newsletters, started a “lunch with leadership” program and held senior management Q&A panels.

Our teams are more than just colleagues. We hold regular socials, an annual customer service celebration and together have contributed hundreds of hours, and thousands of dollars, in support of local charities.

Our results speak for themselves.

Our Customer Service department has delivered the best results ever. We reduced overall call volumes by 6.5% on our consumer brands. Our improvements to customer experience reduced the number of executive complaints we receive by 70% YoY. Our customer satisfaction and agent skills survey scores are the highest they have ever been. And our post-interaction Net Promoter Score is up more than 15% YoY. We’ve also introduced proactive outbound contact to customers at key moments in the customer lifecycle and have introduced new service recovery capability.

Our Chief Customer Officer has the mantra of “Work Hard, Have Fun, Make History”. In the last two years, we have supercharged the customer experience teams at Dow Jones. We have delivered transformational change in our technologies, our facilities and our people. The results are already excellent. But these early results are just the beginning of a truly customer-centric future for our business.