Customer Experience Platform

Extension colleagues,

We want to thank you all for your outstanding work planning and participation in the 2017 Extension District Conferences. WE did it!

Rich Bonanno and Rosalind Dale_N.C. Cooperative Extension leadershipWe recognize that a lot of time was invested in preparation, travel and execution, and are pleased that it all came together so well. We also felt that our two universities showed a strong partnership and camaraderie that was reflected in all of the events statewide.

On behalf of leadership for both NC State Extension and Cooperative Extension at N.C. A&T, we are proud of your collective effort and the contributions of each and every one of you. You all deserve a big round of applause.

We’ve laid the groundwork and charted our course, now let’s get started!

~ Rich & Rosalind

Dr. Rich Bonanno
Director, NC State Extension

Dr. Rosalind Dale
Administrator, Cooperative Extension at N.C. A&T State University

~

SECTION OVERVIEW

This section provides a comprehensive overview of Extension’s customer experience initiative, which is a multifaceted, long-term effort that will reinforce our value to North Carolina through a stellar customer experience. This is your online “HQ” for all things related to this priority initiative, serving as a central resource for information, materials and updates.

Currently, much of the content includes reference resources to help employees see the bigger picture. We’ll be developing and sending additional details regarding next steps in advance, as well as updating the site on a regular basis – check back often!

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Moving Forward

Conference Resources

Moving Forward

All Extension employees gathered for a day of learning and looking ahead at one of six Extension conferences that took place across the state from October 23 through November 1, 2017. Since the meetings, you have continued to set yourselves up for success and practice the behaviors you identified during and after conference.

Being a great leader means working on you first!

Customer Experience Phases Overview

The chart below illustrates a rough target timeline for specific phases of our customer experience initiative. The timeline should be considered fluid at this point and is subject to change moving forward.

We will communicate specific details, expectations and examples in advance of each phase throughout the process.

N.C. Cooperative Extension | Customer Experience Initiative Phases Overview

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What’s Next?

Our first phase is improving how we all work together as a team. Spend some time individually reviewing the graphic below and thinking about the following questions: What is your team doing well? What areas are ripe for improvement?

Team Best Practices for Customer Experience

Team Best Practices for Customer Experience (PDF)

After you have considered your team’s strengths and opportunities, reflect on how you contribute to both. How would your team benefit if you did more of the behaviors in the left column? What would your team be if you curbed behaviors in the right column?

Update on Phase I: Teammates as Customers (Jan. 31, 2018)

Welcome back! It has been a slow start to the new year with the snow; for most, this will be only the second full week of work since the year started. We’ve revised the timeline for the Customer Experience Initiative phases (see above), though the process remains fluid.

As was mentioned during district conferences, we’re “building as we fly the plane,” and we want to make sure the materials truly align with Extension. The due dates will be reset by leadership as we progress, and you will be kept informed of the changes as we go.

Leading by Example: On January 10, 2018, the Northeast District CEDs spent a couple of hours discussing the book The Five Dysfunctions of a Team, by Patrick Lencioni. While the the group didn’t have the opportunity to fully digest or discuss the book, there were two notable outcomes:

  1. The idea of one team and what it means to them. View this video tutorial In summary, your “first team” would be the team to which you directly report. This alignment reduces the impact of competing priorities and personal agendas, and creates a unified focus.
     
    Organizations that have adopted and implemented this point of clarity and powerful call-to-action improve their impact.
  2. The need for a consistent delivery method. This begins the adoption of the one-team concept. It ensures that the importance of viewing teammates as customers is a consistent message. The following Northeast District CEDs — Shannon Brooks, Cameron Lowe, Ellen Owens, Stephanie Parker-Helmkamp and Natalie Wayne — are creating a plan and additional materials to be used in their counties.
     
    Their intent is to create materials usable by all N.C. counties and to make the process simple and time efficient. The “real work” happens on the job.

Discover More at the Lunch & Learn
On February 7, 2018, Steven Greer, Extension director for the northeast district, will lead a College of Agriculture and Life Sciences “Lunch and Learn” session. The theme of this year’s CALS Proud Lunch & Learn Series is Teams. Steven will be presenting, “Having a Functional Team.”
 

Customer Experience Initiative  To-Do List_February 2018

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Initial Customer Experience Survey

We have developed a short survey to assess how well we are able to currently execute the exceptional customer experience equation by district. The survey is anonymous and will serve as a guide to your personal development in regards to customer experience.

You should retake the survey several times throughout the year, perhaps after completing each new phase of the customer experience initiative; it will be a valuable tool for measuring your starting point and progress over time.

If you would like to track your personal progress with the survey, please do the following:

  • Complete the survey using a device that will allow you to create and save a PDF.
  • To print and/or save the report, follow the Survey Report Save Instructions (PDF).
  • The survey is available on mobile devices, but you may not be able to save and print your report for future reference.
  • If you do not save or print a PDF report for your files, note that we will not be able to pull the report for you.
  •  
    Take the Initial Extension Customer Experience Survey

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FAQs

We have compiled a list of frequently asked questions (FAQs) from the district conferences and will work to address them, along with other common inquiries that come about during this initiative, in this section.

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Conference Resources

Extension District Conferences Presentation

The PowerPoint file is housed on Google Drive due to its size; if prompted to open in Google Slides, ignore and select the “Download” option.

Setting Yourself Up for Success: Job Aid

Video Resources

N.C. Cooperative Extension | Service Vision Video

Extension holds itself to a high standard in terms of service, providing a customer experience that reflects both our obligation as a land-grant institution and stewards of higher-ed, as well as our leadership in experiential education.

Lay of the Land: Times are Changing

Drs. Tom Melton and Mike Yoder share examples of key changes in the market that will impact the way our N.C. Cooperative Extension partnership operates and approaches the customer experience in the future.

What is Customer Experience? (Temkin Group)

What is Customer Experience? (BrandLove)

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Photo Galleries

View and download pics from each district conference event on Google Drive.

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Awards Summary

Awards were distributed to employees at each local conference event for their service and dedication in various areas. View or download slides with all of the winners from each event using the links below.

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60-Second Pitches

During our district conferences, participants were asked to craft a succinct summary of the event’s key takeaways. If asked what they learned by clients or partners back home, how would employees describe the customer experience effort in one minute?

We received numerous responses, many of which interpreted the task as drafting a brand elevator pitch. Examples of both are provided below. View a summary of all responses (PDF).

CUSTOMER EXPERIENCE PITCHES / RESPONSES

  • Your questions and needs are important to me. I will respond with a fact-based answer or solution in a timely manner. We pay attention and are responsive to your educational needs.
  • Customers should leave with the information they need and a perception that they are valued; their satisfaction with our service is our number one priority.
  • Our goal as Extension professionals is to offer quality, focused attention to our diverse clients. We will offer relevant, research-based information from the public land-grants and our partners in a timely, professional manner with a smile.

BRAND PITCHES

  • N.C. Cooperative Extension provides information you can trust. We help you solve your problems and develop skills using research-based resources. Extension specializes in agriculture, food and nutrition, 4-H youth development and communities.
  • N.C. Cooperative Extension helps farmers and families live happier, healthier and safer through unbiased, research-based educational programming that meets the changing needs of their audiences in the areas of food/nutrition, agriculture, and 4-H youth development. Through NC State and N.C. A&T, Extension builds skills, develops relationships and empowers N.C. citizens to be the best they can be.
  • In a time with growing technology, search engines are used to gain information; however, this information may not be reliable and up-to-date. N.C. Cooperative Extension believes education is a life-long process. Extension is a collaboration of N.C. A&T State and NC State universities and local governments, which provides safe, reliable and up-to-date research-based info to the people of North Carolina. We offer educational programs and individualized technical assistance in agriculture, local foods, health and nutrition, 4-H youth development and community development. We’re your favorite search engine with a personal touch.

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Written By

Photo of Justin MooreJustin MooreDirector of Marketing & Communications, NC State Extension (919) 515-1371 justin_moore@ncsu.eduExtension Administration - NC State University
Page Last Updated: 4 months ago
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