View
266
Download
8
Category
Preview:
Citation preview
+
The Whole Experience – How Volkswagen Australia Fuses Customer and Employee Experiences
Customer Experience (CX) Webinar Series: How to Become a CX Leader
WEBINAR #1
Designing a CX program for business results: 5 core competencies to live by
Date: 14th February
WEBINAR #2
The Whole Experience: How Volkswagen Australia fuses
customer and employee experiences
Date: 14th March
WEBINAR #3
CX diagnostic tool: Assessing your level of CX maturity
Date: 28th March
HOUSE KEEPING
The recording and slides for today’s presentation will be made available within 24 hours.
Please send any questions via email to sophiel@qualtrics.com
Jason BradshawCUSTOMER EXPERIENCE DIRECTOR, VOLKSWAGEN GROUP AUSTRALIA
Jason Bradshaw
VOLKSWAGEN AUSTRALIA
Who is a ’customer’?
Anyone that interacts with the brand
Our ’employees’ are..
Team Members who work in independently owned
Dealerships or who work for Volkswagen Australia
CXM The Qualtrics model to success
Contact Centre
Operations
Roadside Service
Customer IT
Systems
Employee &
Customer Insights
CX Program
s & Loyalty
The Whole Experience Key touchpoints within one division
Enabling mobility
Enabling ongoing
customer mobility
Enabling customer success through
technology
Enabling Team
Members through
knowledge
Enabling the
employees and
customers voice
Enabling experience innovation, employee
and customer
loyalty
Network Training &
Development
An obsession for delivering a consistently premium customer
experience isn’t achieved with a ‘silver bullet’
Our JourneyCreate
the Customer Experience Division Late 2015
2016 Foundational Year
Transform how
we measure customer experien
ce
Expand our
program to include
Team Member insights
Forum for team members within Volkswagen & the Dealer Network to
share, collaborate and work on strategies for delivering an outstanding customer
experience
Customer Hero Network
Customer Experience Combines three elements
Success Effort Emotio
n
Satisfaction
Loyalty & Advocacy
Customer Experience Principles
5 easy to understand focus areas
Developed through customer insights
Embedded into everything we do
Mandatory Online Training
Customer Experience Immersion
Dealer Star Ratings
Employee Experience
Dealership consultant turnover industry average of 67 percent
NADA Dealership Workforce Study
Our Focus On Team Members
Attracting Talent
Onboarding & Team Member
ExperienceExit Insights
I am Volkswagenwww.iamvolkswagen.com.au
I AM VOLKSWAGEN
eNPS How likely are you
to recommend <insert
dealership> as a place to work to
your friends?
How We Measure Our Impact
Customer Feedback
Dealer Profitability
Repeat & Referral Business
25
Thank you!Additional questions to Sophie Langford
Email: sophiel@qualtrics.com
Recommended