Embed Size (px)
Citation preview
DEVELOPING A DISTINCTLY VIRGIN CUSTOMER SERVICE
THE PROOF IS IN YOUR PEOPLE
JAMES SAMPERI DIRECTOR, ENGINEEMMA WATKIN, SENIOR QUALITY MANAGER, VIRGIN MEDIA
Virgin Media 2015UK’s leading quad-band provider
5m customer relationships serving 12.5m homes in the UK
2
Virgin Media 2015UK’s leading quad-band provider
Ambition to add 4m more in the next 3 years. Making 16.5m
3
4!
Why is this interesting for us (and hopefully you)
Design of people-led serviceCultural changeImplementationCommercial Impact
5
SHIFT TO A CULTURE OF
SERVICE
A VISION FOR CHANGE
6
7!
Vision setting .iSee
Creating a mindset for great service.
iSenseEnabling our
Managers to lead high
performing teams.
iLead
Creating and embedding behavioral change frameworks to guide
iAct
Right people, right training,
right tools
iKnow
63% of positive feedback related to staff, only 8.3% for the products and services themselves
8
CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND?
9
CAN WE INCREASE
REVENUE AND PREVENT
COST?
CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND?
10
CAN WE INCREASE
REVENUE AND PREVENT
COST?
AND CAN WE KEEP DOING IT?
VOICE OF OUR BRAND
service design
11
12!
How could we make customer happier everyday?...
•! Fix things first time around.
•! Give reasons to stay & create commercial gains.
•! Deliver Virgin Branded experience.
12!
There is no perfect, single interaction!
13!
Service quality, Critical behaviours, Channel frameworks
14
INTRO VIRGIN MEDIA INTRO Focus on
how we want customers to feel
15
INTRO Focus on how we want our colleagues to behave
16
17
Hanging out, Listening, Co-creating…
1 2 3
18
INTRO VIRGIN MEDIA INTRO
Critical to quality
Critical to conversion
Distinctly Virgin
18
19
INTRO VIRGIN MEDIA INTRO
19
INTRO!VIRGIN MEDIA INTRO!
20!
“Be more curious”
VIRGIN MEDIA INTRO
20
INTRO VIRGIN MEDIA INTRO
“EffortlessEnthusiasm”
MAKING IT HAPPEN
service design plus – design-led change
22
How can we make it happen?...
• Implement appropriately
• Embed the way of working
• Spec the systems and processes
23
CARE(2011)
GROWTH(2012)
ACCESS(2013)
RETAIL(2013)
REFRESH(ONGOING)
EVOLVE AND ADAPT
(2014-15)
‘ENGAGING’TRAINING
25
26
INTRO VIRGIN MEDIA INTRO
27
INTRO VIRGIN MEDIA INTRO
27
‘EMPOWERING’ADOPTION
28
INTRO VIRGIN MEDIA INTRO ‘I really found VOC a difficult KPI to achieve. I
felt I was doing the best job possible and still I was getting surveys through which customers weren't rating a 5 and couldn't work out why. I felt this was an unfair KPI that I couldn't control. But I was wrong!
I listened to my calls in Selfie sessions and using the VoB framework I was able to recognise how I could make my conversations more memorable’
29
‘COACHING’ADOPTION
30
INTRO!VIRGIN MEDIA INTRO!INTROVIRGIN MEDIA INTRO
INTRO!INTRO
‘THE RESULTS’IMPACT
33
34
INTRO VIRGIN MEDIA INTRO RESULTS
10,000
£1.25m
17% increase
30% increase
Successfully trained
Annual financial benefit from reduction in churn attributed to frontline actions and behaviour
Positive behaviours recognised by customers from 2010-14
In operational NPS (contributing to customers likelihood to recommend)
34
35
INTRO VIRGIN MEDIA INTRO TAKEAWAY
Always evolving
Culture takes time
35
Balance
Some photos courtesy of Louise Downe. Cheers Dude.
