how real-time feedback can transform an organisation's culture
TRANSCRIPT
The Importance of having a CX Vision
Having the right CX vision
Executing your vision
The Orbit vision
The Orbit plan
Vision without action is merely a dream.Action without vision just passes the time.Vision with action can change the world.
Joel A. Barker, Best Selling Business Author
You can achieve optimal performance by the
aggregation of marginal gains. It means finding a 1% margin for improvement in
everything you do.
The art of Marginal Gains
Using marginal gains in CX
• Moving from strategy to execution
• Identifying where improvements need to be made – start here
• Embracing failure – a thirst to learn
• Celebrating success
• Continued improvements along the customer journey
The 2020 vision
We want to improve the quality of our customers’ lives, helping to create thriving and
empowered communities where they live.
Executing on the Vision
We have nine really ambitious targets to provide the best homes and services possible
for our 100,000 customers
• Ensure 75% of customer transactions are taking place online
• Provide a range of tailored services which satisfy 90% of customers
• Provide financial and energy efficiency advice to 20,000 people
The importance of measurement – Real-Time VoC
Move from long ‘telephone interview’ surveys
Adopt a multi-channel approach
How to spot changes in the moment
Understand customer emotion
Employee Engagement
Positive comments motivate
Negative comments drive positive change – training identified
Empowered to resolve issues
Gamification createshealthy competition
The delighters - great soft skills
The basics of satisfaction – process reliability, resolution and timeliness of delivery
The fundamentals - good customer service 'soft' skills (friendliness, politeness)
Acting on the feedback…
Resolution team deal with escalations
Proactively contact the ‘ranters’
Act on the emotion (the customer verbatim)
Provide valuable insight
91% of outcomes from have been positive
Standards aligned to customer expectations
Continual Improvement
For our contact centre we have improved from 74.3% in April 2015 to 81.2% in June 2016. (6.9% improvement).
Overall satisfaction with Orbit (all feedback) has improved from 74.5% April 2015 to 79.7% June 2016. (5.2% improvement).
Summary
Decide on a vision and get everyone behind it – everyone must understand their role in making the vision a reality
Create a plan that allows you to execute on the vision
Use a marginal gains methodology to execute the plan (move from strategy to execution)
Measure the plan from the customer’s perspective~ Embrace failure~ Celebrate success
Drive short-term and long-term change to ensure high engagement
Make all of this part of your DNA so it’s embedded within your culture