business partnerships for customer delight iii. istanbul international insurance conference...
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TRANSCRIPT
Business Partnerships for Customer Delight
III. Istanbul International Insurance
Conference
25.05.2011
CONTENT
1. Objective of Presentation
2. About Belron•Our Brands•Our Vision
3. Evaluation of Glass & Importance of Repair
4. Customer Retention & NPS•Proactive Touch-Point Management
OBJECTIVE OF PRESENTATION
Build a shared understanding of the value we jointly create through customer delight
Understand how business partnership can enhance that value by
• Sharing the customer ‘moment of truth’• Broadening our cooperation to drive greater value
CONTENT
1. Objective of Presentation
2. About Belron•Our Brands•Our Vision
3. Evaluation of Glass & Importance of Repair
4. Customer Retention & NPS•Proactive Touch-Point Management
Belron is a 111 year old company owned by D’Ieteren
Vehicle Distribution Car Rental Vehicle Glass
D’IETEREN KEY FIGURES 2010
Serving 19M customers in 120 countries
32.000 employees
3.4M glass repair jobs
12M glass repair & replacement jobs
US$10,1 Billion Turnover
•33 countries•24,000 employees•1,800 branches•8,500 mobile units•3 seconds… A glass job completed worldwide!
Our operating brands....
OUR VISION & STRATEGY IS CLEAR…
To be world’s natural
choice in VGRR
Repair First
If it is possible to repair rather than replace we will do so
VISION STRATEGY
CONTENT
1. Objective of Presentation
2. About Belron•Our Brands•Our Vision
3. Evaluation of Glass & Importance of Repair
4. Customer Retention & NPS•Proactive Touch-Point Management
2011 Comprehensive Motor Insurance Glass Claims Estimation for Turkey
350,000Is the estimated glass claims numbers
20%-30%Is the share of glass claims
4%-7%Is the share of glass claims in costs
The evolving role of glass | Three main areas
Thinner, more complex
curved glass
Glass incorporates
advanced technologies
Larger areas of glass, including
roof
Evolution of glass complexity
Clear or green glass
Solar control
Light or dark grey top tint
Camera Head Up Display (HUD)
VIN notch in silkscreen
Rain sensor
Light and rain sensors.
Head up displays (HUDs).
Fitted cameras allowing:- Speed Detection- Lane Deviation- Collision Avoidance.
Radio antenna in glass
Facts about repair | Why does repair become ever more important?
A CHALLENGING TASK : Increased Customer Service with controlled costs | Why does repair become ever more important?
40% is the
repair rate of Belron
• Increasing complexity (e.g. 5346AGSGYAHJMVW Merc SL)
1% is the
repair rate in Turkey
Benefits of Repair
• Repairs only take 20 minutes.
• Save the originality of the glass.
• Repairs are significantly cheaper than replacements.
• 100% safe
• 10 times more environmentally friendly than replacement.
Source: Belron® & KPMG risk and sustainability study 2008
CONTENT
1. Objective of Presentation
2. About Belron•Our Brands•Our Vision
3. Evaluation of Glass & Importance of Repair
4. Customer Retention & NPS•Proactive Touch-Point Management
Attracting new customers is expensive!
Insurance Retention/Defector Study* Suggests
you should:
Anticipate which customers are most likely to switch
Engage a retention strategy before they even begin the shopping.
Initiate proactive contact with customers at touch-points.
Don’t forget! Retaining customers still depends on high quality service.
*J.D. Power & Associates 2008
Customer Loyalty
We measure satisfaction usingNPS - Net Promoter Score
• NPS is a measure of customer loyalty• International standard• Not specific to BELRON®
• Used by a large number of companies : ING, e-Bay,
GE, American Express, Dell, US Airways, Sony…etc
• How do we use NPS?• To motivate our people• To benchmark with other companies• To better understand our customers• To improve our customer experience based on their
feedbacks
“On a scale of 0 to 10 How likely would you be to recommend Carglass to your friends or colleagues”
One Question, One measure
What is a good NPS score?
50 to 80%
81%
51%
56%
73%
71%
75%
NPS BY INDUSTRY
CARGLASS® TURKEY NPS
Carglass Turkey achieved 83% NPS in average
▪ Belron has strong NPS performance across markets, including UK and case study markets
▪ Strong Belron NPS is correlated with insurer NPS
▪ This NPS advantage supports economic benefit as demonstrated in terms of – Up-sell /Cross-sell– Referral – Retention
Economic value from customer behaviour (e.g. renewal)
Higher Partner NPS for customers served by Belron
Belron high NPS levels
We create economic value to our partners through policyholders served by Belron!
Economic value from customer behaviour (e.g. renewal)
Higher Partner NPS for customers served by Belron
Belron high NPS levels
We think we can do more to share the moment of truth
Share: Share moment of truth to increase translation of satisfaction from Belron to Partners
Delight: Further increase Belron’s NPS through enhancing the customer experience
Create more value: Work jointly to translate customer delight into valuable customer behaviour for Partner (e.g. renewal, up-sell, cross-sell)
1
2
SOURCE: Carglass France NPS, segment and retention surveys
1 week after service
3 months after service
6 months after service
InsurerNPS
CarglassNPS
InsurerNPS
25
CarglassNPS
InsurerNPS
CarglassNPS
FRENCH MARKET EXAMPLE
2440
5441
64
Window of opportunity between ~3 and ~30 days following service
To create more value, we must convert satisfaction into action immediately following service
A recovery intervention is conducted with at-risk customers
Partner contacts customer within 30 days to propose offer
Insurer provides analysis on conversion rates to Belron for improvement of models
Partner mines policyholder data for high potentials (e.g. customer value, date of next renewal, other products held)
@
Belron pinpointshigh potentials and at-risk customers
Belron conducts post-service satisfaction survey
Belron provides glass service
How it could work: Targeted sales and recovery interventions
Possible intervention model
CONCLUSION
Glass claims complexity and frequency is increasing
Increased competition forces service companies to differentiate with enhanced customer services.
With glass claims representing only 4%-7% of total claims, Carglass offers customer loyalty and increased sales with total value partnerships.
