real people, real stories
Post on 12-Apr-2017
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REAL PEOPLE REAL STORIES
HORST FELDHAEUSER . LEANNE KHOR
DRIVING CULTURAL CHANGE THROUGH A LIVE CUSTOMER EXPERIENCE PROGRAM
LISTENING TO THE CUSTOMER IS WHERE IT ALL STARTS
SO HOW DID WE APPROACH IT? CENSUS TAILORED LIVE
WE CAN STOP ISSUES IN ITS TRACKS
“I CAN’T BELIEVE YOU CALLED ME!”
AND DRIVE A DAILY FOCUS ON CUSTOMER EXPERIENCE
LIVE CUSTOMER DASHBOARD LET’S HAVE A LOOK
THE RECIPE FOR SUCCESS COMES FROM
STAFF ENGAGEMENT
UPFRONT
THERE WERE ALSO SOME UNEXPECTED WINS
WHAT DID WE LEARN? IMMERSE YOURSELF, SCALEABILITY OF DESIGN
LISTEN HARD, LISTEN REGULARLY, LISTEN WELL
KEY TO SUCCESS = GROUND STAFF
STAGED ROLL OUT
WHERE TO
FROM HERE?
FINAL WORD FROM THE CLIENT
THE CUSTOMER EXPERIENCE
PROGRAM HAS BEEN MOST
SUCCESSFUL IN ITS IMPLEMENTATION
AND ACCEPTANCE FROM OUR TEAMS,
AND THE WEALTH OF INFORMATION WE
HAVE GAINED SO FAR HAS BEEN
INVALUABLE.
“ “
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