Customer Experience workshop ('small ideas | big impact') from Lexden, the Customer Marketing Strategists

small Ideas | BIG IMPACT

WHEN FACED WITH A SIGNIFICANT CUSTOMER EXPERIENCE ISSUE, CONVENTION SAYS BIG

IDEAS AND BIG SOLUTIONS

Jan 2013 | Paul Massara, newly appointed CEO of npower, has

today announced his commitment to make his company number one

in the industry for customer experience by 2015.


According to Which? And USwitch npower bottom of energy providers leagues for customer satisfaction.

The challenge

The response

The business impact

This sort of response requires a top down support to secure sustained and

significant investment across the business to deliver a return. High risk and

disruptive to achieve a major turnaround.

The customer impact

Solutions are grand and require significant diligence which takes time. This means

solutions can take months or even years before customers realise the benefits.

BUT CAN YOU ACHIEVE A BIG IMPACT WITHOUT REDESIGNING THE BUSINESS?

THINKING SMALL MIGHT JUST WORK…

Small Ideas | BIG IMPACT

THINKING SMALL

ACHIEVE A BIG IMPACT

WINDOW CLEANER TO SUPERHERO

Challenge

Make the children’s experience at

hospital inspiring.

Solution

Window cleaning firm propose

they wear superhero’s costumes.

Outcome

Happy kids.

Emotional window cleaners.

Small Ideas | BIG IMPACT

Children's Hospital of Pittsburgh in Pennsylvania

SUPERHERO

2 X AA BATTERIES = TECHNICAL COMPETENCE

Challenge

Despite a comprehensive installation process,

Virgin Media customers often called to query

they weren’t sure everything had been done.

Solution

Installers replaced existing remotes with 2 x

AA batteries as standard.

Outcome

Customer confident that if remote checked,

installation is comprehensive.

Installation call volumes dropped away.


COMPETENCE

YELLOW DUSTER = CARE AND CONSIDERATION

Challenge

The electrical goods company prided itself on it’s product handling care. Sadly the customer’s perception didn’t match this leading to complaints about damage on delivery when technical faults were to blame.

Solution

Equip and instruct delivery team to blow on and dust every delivery.

Outcome

CSAT increase as customers perceptions changed, “if the delivery guy cares, my product must have been looked after right from the factory”.

Queries relating to faults were cited as technical issues and not delivery damage.


CARE

TUNING IN TO SAFETY ANNOUNCEMENTS

Challenge

Easyjet found frequent passengers were tuning out to pre-recorded repetitive safety announcements.

Solution

Appoint radio’s Richard Bacon as safety announcement voice over to make broadcast more interesting.

Outcome

Passengers tuned in to message as they thought they recognised voice.

Still unconfirmed by easyjet sources.


SAFETY

IT WOULD SEEM SIZE DOESN’T MATTER.

WHAT MATTERS IS THE

POSITIVE IMPACT IT HAS ON CUSTOMER’S

EXPERIENCE.


POSTIVE IMPACT

SIZE

INTRODUCING SMALL IDEAS | BIG IMPACT FROM LEXDEN


We have been involved in significant Customer Experience projects. These projects encourage big thinking and big solutions.

However, we know customers don’t think big. They think ‘Did that do the job I wanted it to do?’, ‘Was that easier than I thought it would be?’ and maybe, ‘Did I enjoy that?’

We have found some of the most stunning improvements are actually very small and simple for the business but have a huge impact on customers.

With this in mind, we have taken our strength in understanding customers and developing solutions which connect with them to create a ‘small Ideas | BIG impact’ programme.

We aim to help clients fish in different ponds for new solutions to customer challenges.

And deliver ‘quick win’, ‘low cost’, ‘easy to deliver’ AND ‘high customer impact’ solutions.

With this in mind our approach can achieve results in just 5 days.

SMALL IDEAS BIG IMPACT

HOW THE HOT HOUSE APPROACH WORKS


HOT HOUSE

PROGRAMME SPECIFICS


WE WORK WITH BRANDS TO CREATE A COMPETITIVE AND COMMERCIAL EDGE THROUGH CUSTOMER

MARKETING STRATEGIES & ACTIVITIES COMMERCIAL EDGE

YOU?

AND FINALLY…

Marie-Laure Blaise, Quality Assurance Manager, Park Inn by Radisson Hotels

Celia Felgate, Customer Experience Manager, npower

“Working with Lexden has been great, inspirational and a highly rewarding experience starting from a complex business case - deployed in a demanding environment, Lexden came with a first class approach to define and develop customer experience initiatives for over 110 hotels throughout Europe, Middle East and Africa. Throughout all stages of the project, Christopher always managed to convey any challenge into creative nevertheless realistic solutions that proved to work. Driven by true passion for customer excellence, Christopher is the collaborator anyone would dream of: smart, organised (deadlines always met!), highly supportive and fun to work with. On a NPS scale I would give 10 - I am a firm promoter and can only recommend any company to work with Lexden.”

I had the pleasure of working with Lexden to establish a new Customer Experience strategy. Christopher directed us deftly through the course of forming a team and programme and taught me a tremendous amount about what it means to really ‘think customer’. He used their extensive experience to help us examine the choices we make for our customers and reconsider our approach. I can’t speak highly enough of Christopher as customer champions and masters of original thinking."

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http://www.lexdengroup.com/

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