Great customer experiences are at the heart of everything we do at Intuit. Delighting customers is a crucial part of our mission, it’s in our DNA. And this is why we are so excited to share that Intuit’s® Professional Tax Group received the 2013 Customer Experience Excellence (CxE) Award from the Temkin group.
The CxE Awards recognize the best of the best… organizations across all industries that find new and innovative ways to improve and transform the customer experience.
Intuit’s Professional Tax group (PTG) won the 2013 CxE award for programs designed to help professional tax preparers save time in the work they do for their clients and grow their businesses.
Here are a few examples of how the Pro Tax group delivers truly awesome customer experiences:
Accountant Council: The council consists of 12 to 15 accounting and tax practitioners who visit Intuit’s Mountain View, California campus twice a year to learn about and provide feedback on PTG’s strategy, roadmap, and offerings. The enables Intuit to gain early feedback on new ideas and innovation and also the opportunity to improve the end-to-end customer experience based on feedback from those who use and recommend our products.
Closed-loop Program: Pro Tax frontline managers contact every single customer who is classified as a “detractor”… someone who shared feedback that they would not promote Intuit based on their experience. This is done within 48 hours of the survey response and the manager works with the customer to better understand the issue and manage it to resolution… turning “detractors” into “promoters.”
Innovation Catalysts (D4D): The Pro Tax Group has more than ten Innovation Catalysts (ICs) who lead and coach the design of great customer experiences. As part of this work, these catalysts gather deep customer understanding through in-depth interviews and on-site observations to uncover innovative ways to make offerings and interactions productive, helpful, and delightful.
According to Tim Rollins, PTG Customer Experience Leader at Intuit, the team is truly committed to delivering great customer experiences and knows that doing so requires a deep understanding of what it takes to create delight. “We build great relationships with customers by regularly asking them how we are doing and where we can get better. That feedback is instrumental in helping us improve the design of our products and services and every interaction our customers have with us.”
For more information on the Customer Experience Excellence Award and the Temkin group, visit their website.
