Shannon Denniston, CCXP
  • Home
  • Expertise
  • Portfolio
  • Contact

Portfolio

Customer Experience Strategies

Picture
CUSTOMER EXPERIENCE FRAMEWORK
Intent:
  • To align CX mission with long and short-term corporate objectives that result in creating positive perceptions out of exceptional experiences.
​
​See full strategy and solution...
Picture
CX LEARNING & DEVELOPMENT
Intent:
  • To establish a universal (clear, consistent, company-wide) understanding of Client Experience within the organization.

See full strategy and solution...
Picture
CUSTOMER INSIGHT & ANALYSIS
Intent:
  • To build a cohesive (360 degree) view of the customer by translating client intelligence into practical solutions that pave a clear path to improving the overall experience.

​See full strategy and solution...

Picture
CUSTOMER CENTRIC DESIGN
Intent:
  • To establish governance around how internal partners design and develop customer related experiences, maintaining a customer-centered focus throughout.
​
​See full strategy and solution...


Corporate Communication | Retention Strategies

Picture
Corp Form Letter Overhaul
Intent:
  • ​To ensure customer account notifications are: a) necessary, b) communicate intended message, and c) maintain consistent look and feel.
​
​See full strategy and solution...
Picture
Product Sunset Notification
​Intent:
  • To make customers aware of upcoming product sunset and encourage upgrade to a new system and maintain service. ​
​
See full strategy and solution...
Picture
AutoPay Enrollment
Intent:
  • To increase the overall percentage of customers enrolled in AutoPay.

​See full strategy and solution...


Picture
False Alarm Reduction
Intent:
  • To reduce the total number of false alarms received in the Alarm Response Center (ARC) by helping customers prevent common alarm triggers.

​See full strategy and solution...

Picture
Invoice Restructure | Redesign
Intent:
  • To simplify how statement information displayed, making it easier to understand and act on.

​See full strategy and solution...

Picture
Customer Relationship Mgmt
Intent:
  • To offer customers a better experience overall, aiding with alarm system or service issue they may be unaware of or unable to resolve altogether.
​
​See full strategy and solution...


Picture
Customer Retention
Intent:
  • To convert prospects into customers and maintain those who risk cancellation.

See full strategy and solution...

Digital Content Strategies

Picture
Website Content Restructuring
Intent:
  • To improve site organization, navigation, design and options available to customers online.

See full strategy and solution...

Picture
Account Balance Redesign
Intent:
  • To simplify balance display on MyAmbit Account, only showing customers relevant information needed to understand account summary at a glance.

See full strategy and solution...


Picture
Digital password Reset Process
Intent:
  • ​To improve site organization, navigation, design and options available to customers online.

See full strategy and solution...

Picture
Enrollment Recovery Email
Intent:
  • To recover qualified leads while the Ambit brand name still fresh in the mind of prospects, and possibly boost overall rate of enrollment.
​
See full strategy and solution...

Picture
Website rewrite | Redesign
Intent:
  • To create a new website in a way that is modernized and more helpful to customers.

See full strategy and solution...

Picture
RELATIONSHIP SURVEY INVITE EMAIL
Intent:
  • To improve annual relationship survey response rate, starting with more concise email content and design.
​
See full strategy and solution...

Customer Onboarding Strategies 

Picture
Welcome Email Series
Intent:
  • To aid customers in a seamless transition from installing dealer to Monitronics customer status.

See full strategy and solution...

Picture
AcQuisition onboarding
Intent:
  • To offer customers a smooth transition into a newly acquired relationship, from awareness through account nurturing and management.

See full strategy and solution...

 Business | Process | Experience Improvement Strategies

Picture
MAJOR INCIDENT IMPACT REVIEW
Intent:
  • To review and improve organizational response to major incidents in IT with direct or downstream impact on  the customer experience.

​See full strategy and solution...
Picture
Third Party Verification Recovery
Intent:
  • To retain the business of customers unnecessarily lost with a failed Third Party Verification (TPV) call.

See full strategy and solution...



Picture
Journey Mapping Discovery
Intent:
  • To better understand current customer experience overall and discover opportunities for improvement.

See full strategy and solution...
Picture
Employee Engagement
Intent:
  • ​To engage employees at every level by giving them an active role in developing and enforcing of an all encompassing CX strategy.

See full strategy and solution...
Picture
Voice of the Customer Reboot
Intent:
  • To build out or reboot how the organization “listens” to customers. ​

See full strategy and solution...

Picture
Puerto Rico False Alarm Reduction 
Intent:
  • To reduce the total number of false alarms received from Puerto Rico, as they are only 10 percent of the overall customer base, yet account for 90 percent of false alarms received.

​See full strategy and solution...

Picture
One-Time Payment Experience
Intent:
  • To improve payment experience by informing customers when a payment is received.

See full strategy and solution...

Sales Collateral Strategy

Picture
Sales Collateral Rewrite | Upgrade
Intent:
  • To offer corporate leave-behind pieces that match the quality displayed through existing landscape design and build.

See full strategy and solution...

Call Center Messaging Strategies | Samples

IVR Scripting | Hosting | On-Hold Rebuild
Intent:
  • To provide customers a better experience on the phone.
  • Manage program more efficiently.

See full strategy and solution...
Winback Script Rewrite
Intent:
  • To offer inactive customers an actionable reason to reestablish and maintain their relationship with us .

See strategy and samples...

Industry Award Submission | Promotion Samples

Police Dispatch Quality Award, American Business Award, and more...
  • Monitronics Earns Police Dispatch Quality Award for False Alarm Reduction Strategies
  • ​Monitronics Wins 2014 American Business Award for Support Department of the Year​
  • Monitronics Wins Twice in 2014 Stevie Awards for Sales & Customer Service
  • Monitronics Wins Four 2015 Bronze Stevie Awards for Sales & Customer Service

*See more on industry award submissions...

Editorial Coverage | Press Releases

Frisco Style Magazine
Picture
Service Above Self, Oct. 2011
An Exotic Explanation, Mar. 2011
Plenty of Reasons..., Nov. 2009
Living Magazine
Picture
Curb Appeal, Apr. 2010
Turner Chiropractic, Mar. 2010
Women's Group, Mar. 2010
UT Dallas School of Management
Picture
School of Management, Summer 2011
On Magazine
Picture
Darling Homes, Fashion 2010
The Baker Hotel, Fashion 2010

press release samples
Monitronics Wins American Business Awards, April 2015
Monitronics Wins Police Dispatch Quality Award, March 2014
Great Wolf Partnership, November 2009
Complete Wins Consumer Choice, 2009
Complete Landsculpture Hires Robert Knaak
LifeBLUE Launches CMGCash.com

LifeBLUE Takes E-Commerce...
shannon_denniston@hotmail.com
​tel. 972-741-0236
Powered by Create your own unique website with customizable templates.
  • Home
  • Expertise
  • Portfolio
  • Contact