MiWay presentation

Providing leadership to influence customer experience

René Otto13 March 2013

MiWay built a company:• With 170,000 clients• Turnover of R1 billion p/a• Over 1,000 staff members• In 4 ½ years

About MiWay

MiWay is essentially:• A service orientated business• Customer experience is paramount

The MiWay Story

1. The Regulatory Landscape2. MiWay’s customer experience: three key

differentiators3. Four core values4. Value of accountability5. Value based culture6. How do we know it works?7. How did we achieve this?

• Consumer Protection Act• Treating Customers Fairly• Good business sense for sustainable success

1. The Regulatory Landscape

2. MiWay Customer Experience

Designed around three key differentiators, namely:

• Unique on-line experience

• Loyalty rewards regardless of claims made

• Client service focus embedded in culture

Culture is based on four core values, namely:• Freedom• Attitude• Energy• Accountability

3. Core Values

4. Value of Accountability

• The value of accountability specifically relates to keeping promises made to our customers.

• We have zero tolerance approach to staff who don’t keep promises to clients.

• If you can’t get something basic right , you can’t work at MiWay.

5. Values Based Culture

The values based culture, which forms the invisible force that drives behaviour towards colleagues and customers, is inculcated through:

• Induction

• Peer review (weekly Samurai Sword floating trophy)

• All forms of communication built around the four values.

6. How do we know it works?

• Hellopeter.com – in management’s email in-boxes

• Ask Afrika Orange Index Award

• Deloitte’s Best Company To Work For

• Ombudsman Award

• Feedback on Website

7. How did we achieve this?

• Leadership from the top

• Actively managing Hellopeter rating

• Courageous decision to allow client feedback on MiWay website

• Engagement of every staff member via peer review

• Making heroes of those who display the right behaviour

• Zero tolerance of wrong behaviour

8. How did we achieve this?

• Believing in our people

• “It is not the task of leadership to put greatness into people, but to elicit it – the greatness is there already.” – John Buchan.

• CEO needs to ‘own’ customer experience, together with the rest of the team. Its not a function that can be delegated to an Exco role. It requires leadership from the top.

• Courageous decisions often lead to great rewards.• Culture drives behaviour. The right culture drives the

right behaviour.• Staff engagement is a winning recipe.

9. Narrative

Thank you