how volkswagen australia fuses customer and employee experiences
TRANSCRIPT
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The Whole Experience – How Volkswagen Australia Fuses Customer and Employee Experiences
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Customer Experience (CX) Webinar Series: How to Become a CX Leader
WEBINAR #1
Designing a CX program for business results: 5 core competencies to live by
Date: 14th February
WEBINAR #2
The Whole Experience: How Volkswagen Australia fuses
customer and employee experiences
Date: 14th March
WEBINAR #3
CX diagnostic tool: Assessing your level of CX maturity
Date: 28th March
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HOUSE KEEPING
The recording and slides for today’s presentation will be made available within 24 hours.
Please send any questions via email to [email protected]
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Jason BradshawCUSTOMER EXPERIENCE DIRECTOR, VOLKSWAGEN GROUP AUSTRALIA
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Jason Bradshaw
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VOLKSWAGEN AUSTRALIA
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Who is a ’customer’?
Anyone that interacts with the brand
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Our ’employees’ are..
Team Members who work in independently owned
Dealerships or who work for Volkswagen Australia
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CXM The Qualtrics model to success
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Contact Centre
Operations
Roadside Service
Customer IT
Systems
Employee &
Customer Insights
CX Program
s & Loyalty
The Whole Experience Key touchpoints within one division
Enabling mobility
Enabling ongoing
customer mobility
Enabling customer success through
technology
Enabling Team
Members through
knowledge
Enabling the
employees and
customers voice
Enabling experience innovation, employee
and customer
loyalty
Network Training &
Development
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An obsession for delivering a consistently premium customer
experience isn’t achieved with a ‘silver bullet’
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Our JourneyCreate
the Customer Experience Division Late 2015
2016 Foundational Year
Transform how
we measure customer experien
ce
Expand our
program to include
Team Member insights
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Forum for team members within Volkswagen & the Dealer Network to
share, collaborate and work on strategies for delivering an outstanding customer
experience
Customer Hero Network
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Customer Experience Combines three elements
Success Effort Emotio
n
Satisfaction
Loyalty & Advocacy
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Customer Experience Principles
5 easy to understand focus areas
Developed through customer insights
Embedded into everything we do
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Mandatory Online Training
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Customer Experience Immersion
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Dealer Star Ratings
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Employee Experience
Dealership consultant turnover industry average of 67 percent
NADA Dealership Workforce Study
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Our Focus On Team Members
Attracting Talent
Onboarding & Team Member
ExperienceExit Insights
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I am Volkswagenwww.iamvolkswagen.com.au
I AM VOLKSWAGEN
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eNPS How likely are you
to recommend <insert
dealership> as a place to work to
your friends?
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How We Measure Our Impact
Customer Feedback
Dealer Profitability
Repeat & Referral Business