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Are you speed dating or slow dancing?
Miki Szikszai CEO, Snapper Services Ltd
A guide to managing customer relationships
Our playbook
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
operation since 2012
services.snapper.co.nz
rd
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2008 2009
2010 2011
2012 2013
2014
About Snapper
2016
2015
What it’s like to speed date
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
responses
What it’s like to slow dance
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
understand needs and motivations
Why this matters
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
to meet changing population
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Team Snapper @TeamSnapper
· 27 Nov 2015
Thank you @Uber_NZ for our
furry friends today! The Snapper team
LOVE kittens-fur real.#uberkittensnz
Charlie-as-a-Service
and Miki Szikszai
and innovative
the relationship
Public Transport vs Uber
2015 2016 2017 2018 2019 2020 2021
2%4%
8%
16%
32%
64%
99%
1%
Exponential Graph of Transport Journeys100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
changes the
relationships matter
1. Vision2. Empathy3. Skills4. AgilityFour key
attributes
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
relationships
1. Vision
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
that vision
Snapper vision
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Building towards the vision
LOCATION FINDER
MOBILE STORE
REGISTRATION
CUSTOMER CARE
MOBILE APP
MOBILE ON MY SIM
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
and changes
same vision
Mobile reloads
20132012 2014 2015 2016 2017
80%
60%
40%
20%
0%
Mobile reloads
3%5%
8%13%
40%
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
act to get there
Mobile app ratings
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
2. Empathy
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Photograph: Allstar/Cinetext/Paramount
Our eyes and ears
SOCIAL MEDIA
CALL CENTRE
NPS RESULTS
UX DESIGN
OBSERVATION
IN-APP
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
U X
2. Measure
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Retail
Net Promoter Score
= –NET PROMOTER
SCORE
43.8 59.2% 15.4%PROMOTERS 364 DETRACTORS 95
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Monthly trend
Jan 15 Mar 15 May 15 Jul 15 Sep 15 Nov 15 Jan 16
100
90
80
70
60
50
40
30
20
10
0
Monthly Trend
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
24.4%RESPONSE RATE
DELIVERY STATS
2,400 SENT
2,352 DELIVERED
1,259 OPENED
574 RESPONDED
What our customers are saying…
It's better than cash and it's easy to top up on my phoneLance Crossley – 3 days ago
Snapper is a fab way to get around WellingtonSandra Tomlinson – 2 days ago Just works really well,
is fast and efficient and saves carrying cash around!
Simplistic to use, easy to rechargeDave Dustin – 2 days ago
Jonathan Harris – 2 days ago
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
In-app feedback
not social media
3. Skills
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
App design
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Snapper InternshipProgram 2015/16
Are you one in a minion?
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
added to the team
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
LEVEL 4QUANTITATIVELY
. MANAGED
LEVEL 5
OPTIMISING
LEVEL 3
DEFINED
LEVEL 2
MANAGED
LEVEL 1
INITIAL
Capability maturity matrix
coach or partner
Companion App – Progress
Today
10 devices
Basic functions• Balance• Reload
100s devices
Focal point of card management
• Balance• Reload• Products• Customer care
2012
Focus on the passenger
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
course
Snapper example
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
OK SETTINGS OK
INCOMPATIBLE CARD
Some older Snappers can't be read by this app. Visit your nearest Snapper Service Centre where we
will replace your old Snapper with a new one for free.
INCOMPATIBLE CARD
Due to handset compatibility, older cards may not be fully
supported by the Snapper Mobile app. Visit your nearest Snapper
Service Centre to replace your old Snapper with a new one for free.
If you believe your handset is compatible, you can enable
older cards in settings.
4. Agility
the same
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Leap Launch
Visionreload on their phone.Empathy – listening to customers,
Skills
Agility
The performance
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016
Make your customer the star
services.snapper.co.nz
@snapperservices snapperservices
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