using the customer’s perspective to drive employee ...€¦ · start slide subheading in here...

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Using the Customer’s perspective to drive employee engagement and increase customer engagement

Louise Oliver CMgr MCMIloliver@anglianwater.co.uk07711 351217 @aw_oliver

About Anglian Water

https://www.anglianwater.co.uk/about-us/our-company.aspx

• We’re the largest water and water recycling company in England and Wales by geographic area.

• We’re also one of the driest regions in the country, with just 600 millimetres of rain each year, on average a third less than the rest of England.

• Designated area for serious water stress

The customer’s perspective

https://www.anglianwater.co.uk/about-us/our-10-customer-outcomes.aspx

Water Saving targets:• Resilient Services• Satisfied Customers• Flourishing Environment• Smaller Footprint• Caring for Communities

What’s in it for the Business? Leakage Reduction

Per Property Consumption

Unmeasured: Avg. litres/day

Measured: Actual litres/day

To achieve the appropriate reduction in our leakage ODI we needed 25,000 customers to

switch tariff last year

Case Study: Enhanced Meter Switching campaign

1,780,000

220,000Domestic Property split

Metered Unmetered

134,000

1,646,000

Metered Property Tariffs

Unmeasured Measured

Over 50% are actually better off on a measured

tariff

So what’s in it for the customer?

Average savings of £150 per year

The Challenge:

• 30% off target

• Existing letter campaign had a 7% uptake rate

• Eligible for SIM Survey

Engaging the customer

More formal

Simple to understand

No Quibble

Time Limited

The Engagement Plan

Is this what customer’s want?

Proof of concept

A/B Test

Preparation, Preparation, Preparation

Have a clear strategy

Model the workload

Impact on downstream processes

Engage the employees!

What’s in it for the employee?

Aligned to performance objectives

Visual management

Easy to understand

The net result

25,574 letters sent1 in 3 switchedOnly 2 complaints

Highly motivated and engaged team

Finished the year with 30,261 switches (121%)

Summary & Lessons Learned

Focus on what is in it for:• Business• Customers• Employees

:Aligned to CSRProviding great valueGet them involved and use their expertise

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Thanks for listening!

Any Questions?

Louise Oliver CMgr MCMI07711 351217 @aw_oliver