delivering customer experience - ukaa€¦ · customer service vs. customer experience. 1....

DeliveringCustomerExperienceMichaelRobeyBrilliant.

Customer Service vs. Customer Experience

1. Employees2. Customers

3. Shareholders

The Age of The Customer

“Customers are the new market-makers, reshaping

industries and changing how businesses compete and win. Success depends on how well

and how fast you respond.”Forrester 2017

What is your brand promise?

Brand = Culture = Experience

Promise: To make people’s lives special

Positioning: We build stylish rental homes for discerning families, and retain them by looking after their individual needs

Values: TrustedCaringInnovative

Behaviors:

Trusted – we are dependable, do what we say we’re going to do, act with integrity; we are clear and straightforward

Caring – we strive to improve the lives of our people; we’re respectful and we listen

Innovative – we are passionate about finding smarter ways to satisfy our people; we’re pioneering and embrace the new

Who is listening to the voice of the customer?

Who is listening to the voice of the customer?

Experience Engineering

Marketing letterWebsiteProspectusCall to make appointmentProperty viewingFollow-up communicationSecond viewingApplicationBackground checksFormal offerContractingAcceptance & welcome commsKey handover

Golden Questions:Is it wanted?Should we be doing it?How can we do it best?What is the on-brand way of doing it?How can it be simplified?How will the operation fulfil it?

A journey of a thousand milesbegins with one step

have fun!

thank you.