Keynote Presentation Customer Experience

Transcription

1 Changing Gear Rise to the Customer Challenge Keynote Presentation Customer Experience Stacey Hill, The AA Panel Discussion Professional Forums Ltd 2015

2 Welcome Stand up and have a chat with colleagues from other organisations What are the main factors creating improved customer experience in your operation? What are you hoping to learn from today s speaker? This session is being videoed Conversations in groups or tables will not be recorded Comments made to the whole room will be recorded so please introduce yourself with name, job title and company 2 Professional Planning Forums Forum Ltd 2015

3 Agenda Stacey Hill, The AA Keynote Presentation Discussion, Q&A Panel Discussio n Holly Devonald Alison Chapman Letty Pickering Stacey Hill 3 -Chris Rainsforth- Customer Experience and Quality Specialist The Forum Professional Forums Ltd 2015

4 Keynote speaker -Stacey Hill- Head of Membership Retention The AA 4 Professional Forums Ltd 2015

5 Are Customers at The HEART of Everything We Do?

6 HELLO! I am Stacey Hill, Head of Customer Retention I aim to share a journey of discovering the reality and challenges of creating an evolved, customer centric culture

7 Every nine seconds a customer is rescued 110 Years Experience Average 10,000 Breakdowns per day 190 Million hits to AA website Four Contact Centres, more than 2,000 agents, over 5 million Customer Service calls 40% of Consumer Market 70% of New Vehicles 15 Million Breakdown Members 2.3 Million Insurance Policies

8 Why & What was changed Reality Check & Impact Critical Success Factors Key Principles to Take Away

9 Why we needed to change Customer Experience Regulation Risk Management Business Controls Better Future What we actually Implemented Three line defence Customer Centred Assessments Training & Competency Risk Assessments Controls and Oversight Continual Improvement as standard Overarching Governance from Board downwards Culture Change Strategy

10 REALITY THE CUSTOMER JOURNEY Then Script fully read? Cross Sell opportunity? Lead Generation? Call Assessed on compliance statements Upsell opportunity? Tick Box Approach

11 When you are explaining something on the call, they should be trained to listen more Customer How am I supposed to coach sales if I now have to do three quality calls per person Team Manager What about my incentives, I still need to earn Customer Service Agent Compliance is a barrier to us achieving our sales Contact Centre Manager

12 POOR OUTCOME DRIVERS Misaligned Incentives & Rewards Disconnected Values & Beliefs Legacy Leadership Attitude Functional Fragmentation

13 DIFFERING VIEWS

14 Just Words CUSTOMER CENTRIC VALUES Honest Expert Adding Value Right Thing Together Change the purpose & what people actually do

15 CUSTOMER CENTRIC TEAM Compliance v s Business Open & Honest Understanding Collaborate

16 THE CUSTOMER JOURNEY Now DOING THE RIGHT THING Customer understands Customer Agrees Needs have Changed Why? Match Needs Call Assessed on Customer Outcomes at each touch point

17 THE KEY PRINCIPLES Culture First, Strategy Second Open eyes wider and see things differently If your customer centric thinking is Short Term, change your thinking Adopt an outside view point before designing your programme Start with the desired customer experience and work backwards to the technology Develop your controls for the right customer experience Always do the RIGHT Thing not just do Things RIGHT Work with compliance, you can achieve greatness together Stick to your continual review plan, the Customer Experience never ends

18 THANKS! You can contact me at

19 CREDITS Special thanks to all the people who made and released these awesome resources for free: Presentation template by SlidesCarnival

20 Questions National conferences Quality & Customer Experience Data, Analytics & Insight Both in London on 18 th November National Awards Nominations by 31 st May Finalist Day on 8 th July, Midlands Awards Gala 24 th September, London 20 Professional Planning Forums Forum Ltd 2015

21 Changing Gear Rise to the Customer Challenge Thank You 21 Professional Forums Ltd 2015

22 Changing Gear Rise to the Customer Challenge Panel Discussion Customer Experience Holly Devonald Regional Sales & Service Manager, LV= Alison Chapman Training & Communications Manager, Motability Operations Professional Forums Ltd 2015

23 Questions National conferences Quality & Customer Experience Data, Analytics & Insight Both in London on 18 th November National Awards Nominations by 31 st May Finalist Day on 8 th July, Midlands Awards Gala 24 th September, London 23 Professional Planning Forums Forum Ltd 2015

24 Changing Gear Rise to the Customer Challenge Panel Discussion Customer Experience Letty Pickering Head of Customer Assurance, Direct Line Group Professional Forums Ltd 2015

25 Questions National conferences Quality & Customer Experience Data, Analytics & Insight Both in London on 18 th November National Awards Nominations by 31 st May Finalist Day on 8 th July, Midlands Awards Gala 24 th September, London 25 Professional Planning Forums Forum Ltd 2015

26 Changing Gear Rise to the Customer Challenge Thank You to all our 26 speakers Professional Forums Ltd 2015

27 National Conferences and Awards National Conferences Quality & Customer Experience Data, Analytics & Insight Both in London on 18th November National Awards Nominations by 31st May Finalist Day on 8th July, Midlands Awards Gala 24th September, London 27 Professional Planning Forums Forum Ltd 2015