presentation hassle free anna

Hassle-Free - Customer Vision

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Holiday Extras understands me. I always use them when I go on

holiday because they make travelling hassle-free.

Hassle-Free - Customer Vision

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Customer Innovation (CI) team

4 weeks old today

Making Hassle-Free happen - the team

NOW

Customer & Brand

Customer & Design

Customer & Business

Customer & Tech/UI

Gav Stu Anna Sarah

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Customer Innovation (CI) team

4 weeks old today

Making Hassle-Free happen - the team

NOW

+ Call Centre

hassle-free agents (x 6)

+tech/analyst resource on

recommendation engine

Customer & Brand

Customer & Design

Customer & Business

Customer & Tech/UI

Gav Stu Anna Sarah

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Making Hassle-Free happen - CI team

NOW

Reporting Line: Nilan/ Hassle-Free Line: Matthew

CI Team Activities

Hassle-Free(new)

Optimisation(existing)

Rest of Business

Anna+ Budgets

+ People Mgt: CI, SEO, Email,

PPC

HX HX, APS, BCP HX N/A

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Making Hassle-Free happen - CI team & 2010/11 budget

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CI Budget Lines

Hassle-Free Optimisation Journey Planner(Gatwick traffic)

11k parking11k hotelbookings

(through Customer Service Proposition)



Phased from July Phased from April Phased from April

Note: only the customer service proposition (live chat etc) in budget for hassle-free, Finance advised rest of hassle-

free will go into Optimisation pot (e.g. trip planner).

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Making Hassle-Free happen - CI team current process for

‘Hassle-Free’

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MGP & CI weekly meeting

CI follow-up session

iteration

Sign Off

CI & Build Team kick-off

Build

Test/QA

Go Live & Monitor

Input sought from CC & Tech

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‘Hassle-Free’

NOW



iteration

Sign Off


Build

Test/QA

Go Live & Monitor


Projects gone through this process:

Customer Service

Trip Planner5


‘Hassle-Free’

NOW



Basecamp used for

collaboration & mock-up

storage

iteration

Sign Off


Build

Test/QA

Go Live & Monitor



Customer Service

Trip Planner5


‘Hassle-Free’

NOW



Basecamp used for

collaboration & mock-up

storage

iteration

Sign Off


Build

Test/QA

Go Live & Monitor



Customer Service

Trip Planner

• Need better PBWorks

reporting to business

• Establishing activity reporting

vs. budget on Google Docs

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Making Hassle-Free happen - CI team progress & status

NOW

Fanatical Customer Service

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NOW


LiveHome Page

& Results Page

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NOW


LiveHome Page

& Results Page Next - personal touchlive w/e 2 April(results page)

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NOW


LiveHome Page

& Results Page Next - personal touchlive w/e 2 April(results page)

Next - personal touchlive w/c 6 April(home page)

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NOW

Trip Planner

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NOW

Trip PlannerHome Page 90:10 split

Design: w/e 2 AprilBuild: w/c 6 April

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NOWMaking Hassle-Free happen - CI team progress & status

(Optimisation)

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(Optimisation)

Optimising Parking Results(April budget hitting +2.8k extra bookings)

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(Optimisation)


Optimising Hotel Results(April budget hitting +800 extra bookings)

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(Optimisation)


Optimising Hotel Results(April budget hitting +800 extra bookings)

Optimising Rail add-ons(April budget hitting +xx extra bookings)

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(Opportunity Identification & Removing the ‘hassle’)

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Quick Wins

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Pre-ticking Airparks

could mean+£60k rev pa

- live this week

Quick Wins

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- live this week

Quick Wins

Removing the ‘hassle’ - improve offering - multiple

nights, cots online etc.

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- live this week

Quick Wins

Removing the ‘hassle’ - improve offering - multiple

nights, cots online etc.Next to mock-up

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- Making Hassle-Free happen - Observations

• 4 weeks in - progress on many fronts*• Some good initial interactions with Call Centre (need more)

• *Too many fronts? Need to ‘land’ more, quicker• CI team are NOT exclusively on ‘new’ hassle-free innovations

• Other focus areas in order to hit budget targets• Better prioritisation needed

• Focus has been on iteration to date • H-F innovations done in isolation of Marketing/Brand

• Not enough communication to wider business• Not enough forward planning

(both latter would aid Marketing & PR especially)

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- Making Hassle-Free happen - Evolving & Embedding the brand - what should we be doing?

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discuss, agree, set & communicate our standards for our hassle-free brand & internal culture (i.e. what it means)

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we should be looking at:what we do what we say & who are our customers

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housekeep first - identify changes needed - remove ‘hassle’

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housekeep first - identify changes needed - remove ‘hassle’

appoint ‘owners’ & ALL live, eat, breathe our brand values11


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Our standards - think customer - how do we solve their hassles. Brand Evolution/Guide must include behaviours:


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Our Do’s & Don’ts

Contracturallye.g. what kind of packages

does our customer want?

Commerciallye.g. what’s our policy on cancellation waiver, card fees, cancellation/amend

fees?

Technicallye.g. what do our forms look like, what are most of our customers’ screen sizes

etc

Operationallye.g. remove hassle, make it easy

for customers with babies to book their cots online


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fees?


etc




Consider WHOLE customer journey/pysche & how we interact

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fees?


etc




Consider WHOLE customer journey/pysche & how we interactBooking a holiday

Getting ready for holidayGetting away On holiday

Coming back Thinking about next holiday

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Final thought - we already do a lot that supports hassle-free, but do we convey it as ‘hassle-free’?


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First step might be - to re-look at what we do already that is actually ‘hassle-free’, look at words, look at

promotion of this - ‘re-position’ ourselves

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First step might be - to re-look at what we do already that is actually ‘hassle-free’, look at words, look at

promotion of this - ‘re-position’ ourselves

We can then look at what’s coming up for Hassle-Free (new functionality for our customers to make life

even easier) - and plan how we promote that.

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think customer listen

collaborate prioritise well prioritise cross company

be brutal communicate

innovate execute well

align teams translate vision

defined actions evolve brand

adapt live brand exceed expectations

Holiday Extras understands me. I always use them when I go on

holiday because they make travelling hassle-free.

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presentation hassle free anna

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