New PowerPoint presentation AEGON Group

Improving Customer Experience 1.000.000 customers in 1 day

Amsterdam, December 8 2015Leon JansenEnjoy working for Aegon!

aegon.com

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In getallen120319716432046-4

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nr.Working at a bank/insurance company

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nr.Dit is een filmpje.loopt tot sheet 108. met muziek eronder. Belangrijk dat de quotes idem blijven, want dit zijn echte klantenquotes. 4nr.We are on slide:

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They told me I was temporarily disabledMy first worry: finding someone to run my business, so I can keep my customers.

Otherwise, my family does not have any income

Quotes & Pictures - Customer Journeys

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Quotes & Pictures - Customer Journeys Netherlands 2011It was an emotional rollercoasterwith many ups and downs

Quotes & Pictures - Customer Journeys

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You should have helped me find a medical specialist. Now Im out of time and theres nothing more they can do for me.

Quotes & Pictures - Customer Journeys

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And after all I had been through, I really lost it when I got this insensitive message

Quotes & Pictures - Customer Journeys Netherlands

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You did nothing to help me stay in business

Quotes & Pictures - Customer Journeys

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You made me feel like a criminal

Quotes & Pictures - Customer Journeys

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You still want to have a life after buying a house

Quotes & Pictures - Customer Journeys

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Life is full of questions, things to organize, so many emotions. My TOMTOM is my guide: it simplifies all the roads and tells me which ones I need to take to get from A to Z.

I want someone to be my TOMTOM

Quotes & Pictures - Customer Journeys

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I am just a cost to you. To me you are hard and heartless.

Quotes & Pictures - Customer Journeys

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Id rather have a call than a letter

Quotes & Pictures - Customer Journeys

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Then you realize that your insured amount is (no longer) in line with your income

Quotes & Pictures - Customer Journeys

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After dealing with the divorce, the main question was:

Can I survive financially?

Quotes & Pictures - Customer Journeys

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A divorce may be even worse than dying.Every day, I deal with the fact that I do not see my kids anymore.

It never ends.

Quotes & Pictures - Customer Journeys

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When things changed in my life, I had to find a new rhythm to live by. So much to do.

And just the same amount of time

Quotes & Pictures - Customer Journeys

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After the burglary, I just wanted to feel safe again. Get some sleep. Feel sure that I could leave for work without any fear.

They were in my house

Quotes & Pictures - Customer Journeys

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I am just looking forsomeone to stand next to me.

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We have the privilege of making a differencein peoples lives

to really mean something to them

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How do we know?

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We asked themAnd they told us their stories

nr.JB and LJ are the two employees in the Netherlands that produced this video.See the video starts nicely, wedding, babies..good life events good introThen when the quotes come, then the bad life events happen..29nr.We are on slide:

We are in the life events businessAnd we want you to make better choices

nr.Problem90% of our customers do not want to get in touch with usor use our product

nr.So what are we trying to do?P = R E > 1

nr.Geen noodzakelijke sheet, maar voor de aardigheid wel leuk om te vragen wat mensen zich herinneren van het laatste WKnr.We are on slide:

RatioEmotion

Customer experience: Ratio versus Emotion

nr.But what does a customer remember from his experience?PEAK-END RULE (DANIEL KAHNEMAN): In time people will remember only 2 things of an experienceWhat he felt at the peak (top or bottom)What he felt at the end

nr.Geen noodzakelijke sheet, maar voor de aardigheid wel leuk om te vragen wat mensen zich herinneren van het laatste WKnr.We are on slide:

Peak end rule: making a difference

Irrelevantie3 x10x

Step 1Step 2Step 3Step 4Step 5Step 6Step 7

nr.Crucial role of interaction in the CX

Customer (steps)NeedsEmotionOutput

Expectations

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Introducing:How to improve customer experience in 1-day

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Customer starts with feedback and revises changes made to the letter afterwards

CustomerMarketingProduct managementLegal and complianceCustomer Print and post1234561

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nr.Customer makeover captured in a three step programStepsActionsTime spend

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2PreparationInitiate the programDevelop communication planPlan logistics of the daySelect letters to rewrite4 weeksMakeoverOrganize dayExplain process for participantsKeep track of progress

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3Wrap upComplete letters Institutionalize lettersCommunicate result to participants 1-2 weeks

nr.1. Letter selection is based on quality of letter and amount of letters sent

Letter selectionMost frequently sent letters

Most complex lettersMS Word provides standard checkFile>options> proofingCheck readability statistics

Lowest valuation by customers

Source: Accessibility foundation 2010

nr.2. Make over day

Actions

Prepare agenda for dayCheck all technical equipmentGuide customers to room

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Explain workflow for the dayCreate teams for the day Assign letters to teams

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Keep track of progress Wrap up of day (event)c

Example team setting for letter makeover

nr.3. Afterwards all letters were checked and scored again

Actions

Spell-check of lettersCreate consistent structure/formulationFinal check by legal and complianceMeasure quality of letters

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Implementation by operationsCheck implementationb

Communicate results of the dayMake letters available for organization/participantsDefine next stepsRedo letters with low qualityc

nr.Extreme Makeover: export

To Spain, Brasil, China, UK, Japan,.

nr.And make it applicable for digital!

nr.Emerce Engage.dusMaak kennis met je buurman of buurvrouw. Neem 2-3 minuten de tijd om te bespreken om deze best practice te vertalen naar de situatie binnen je eigen bedrijf.

Wat zou je binnen je bedrijf zeker behouden

Wat zijn de 2-3 dingen die je moet veranderen om dit concept toe te passen?

nr.Emerce Engage.continuesSpreek nu je andere buurman of buurvrouw aan. Neem wederom 2-3 minuten de tijd. En vertel een case uit je eigen ervaring / bedrijf waarbij je klanten hebt betrokken en waar je ontzettend #trots op bent

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Tip 1: Change the idea about your customers

Klant

Gast

nr.Tip 2: Creating customer loyalty giving customers what they want

You cant just ask customers what they want and then try to give that to them. By the time you get it built, theyll want something new."If I had asked people what they wanted, they would have said faster horses."

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Giving customer what they want leads (at best) to satisfaction, giving customers what they need will lead to true loyalty

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nr.Het verschil wants versus needs is voor mij een hele wezenlijke is eigenlijk een soort van begin van een hoofdstuk of thema. Deze slide mag je dus best aanzetten49nr.We are on slide:

Tip 3: Just startLeon Jansen AEGONTel: +31 6 11 33 55 98E-mail: ljansen@aegon.nl

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Het werken voor een bank/verzekeraar?

nr.Need You NowLady AntebellumUS TOP40 Single Charts, track 212010Pop277648.66eng - MCG