HOW REAL-TIME FEEDBACK CAN TRANSFORM AN

ORGANISATION’S CULTURE

The Importance of having a CX Vision

Having the right CX vision

Executing your vision

The Orbit vision

The Orbit plan

Vision without action is merely a dream.Action without vision just passes the time.Vision with action can change the world.

Joel A. Barker, Best Selling Business Author

You can achieve optimal performance by the

aggregation of marginal gains. It means finding a 1% margin for improvement in

everything you do.

The art of Marginal Gains

Using marginal gains in CX

• Moving from strategy to execution

• Identifying where improvements need to be made – start here

• Embracing failure – a thirst to learn

• Celebrating success

• Continued improvements along the customer journey

The 2020 vision

We want to improve the quality of our customers’ lives, helping to create thriving and

empowered communities where they live.

Executing on the Vision

We have nine really ambitious targets to provide the best homes and services possible

for our 100,000 customers

• Ensure 75% of customer transactions are taking place online

• Provide a range of tailored services which satisfy 90% of customers

• Provide financial and energy efficiency advice to 20,000 people

Our values; honesty, respect, excellence, innovation and partnership drive our culture.

The importance of measurement – Real-Time VoC

Move from long ‘telephone interview’ surveys

Adopt a multi-channel approach

How to spot changes in the moment

Understand customer emotion

REAL TIME FEEDBACK

Employee Engagement

Positive comments motivate

Negative comments drive positive change – training identified

Empowered to resolve issues

Gamification createshealthy competition

The delighters - great soft skills

The basics of satisfaction – process reliability, resolution and timeliness of delivery

The fundamentals - good customer service 'soft' skills (friendliness, politeness)

Acting on the feedback…

Resolution team deal with escalations

Proactively contact the ‘ranters’

Act on the emotion (the customer verbatim)

Provide valuable insight

91% of outcomes from have been positive

Standards aligned to customer expectations

Continual Improvement

For our contact centre we have improved from 74.3% in April 2015 to 81.2% in June 2016. (6.9% improvement).

Overall satisfaction with Orbit (all feedback) has improved from 74.5% April 2015 to 79.7% June 2016. (5.2% improvement).

Summary

Decide on a vision and get everyone behind it – everyone must understand their role in making the vision a reality

Create a plan that allows you to execute on the vision

Use a marginal gains methodology to execute the plan (move from strategy to execution)

Measure the plan from the customer’s perspective~ Embrace failure~ Celebrate success

Drive short-term and long-term change to ensure high engagement

Make all of this part of your DNA so it’s embedded within your culture