2. 0 20 40 60 80 100 120 NPS % Case Open / Case Closed %
Response % Promoters
3. Making Every Step Count To be a Customer-Centric
organisation
4. Who are our customers? University Members (ourselves!)
Students EPs Organisations
5. What if we had the chance to do it again?
6. Right person should have been targeted Students needs and
wants should have been considered Emails should have a 24 hour
response time for fast, reliable support What can be done?
7. Members need to have the right sales training Members need
to understand the product they are selling, and the value and
benefits What can be done?
8. Clear expectations with the EP regarding projects (from the
very start!) Take care and build rapport with the EP What can be
done? WHAT ABOUT MEMBERS?
9. Clear expectations with members regarding commitment (from
the very start!) Take care and support each other! What can be
done?
10. Fast-delivery for a reliable process Adequate research to
ensure the customer will be safe and will enjoy their experience
What can be done? - EPs
11. Fast-delivery for a reliable process Adequate research to
ensure the customer have what the right person for the job What can
be done? - TNs
12. Support EP experiences through constant and effective
communication Fast firefighting and problem-solving Being
responsible for your actions Reintegration and/or offer
post-exchange support What can be done?
13. An organisation exists because it provides value to the
market
14. SoWhat value do we provide? Purpose driven and meaningful
experiences Understand our customers Every step counts! People
oriented
16. Benefits for us Organizational sustainability Customer
loyalty High quality CEM
17. Listen to customer needs IN SUMMARY. Training &
Knowledge Deliver on your promises
18. Customer-centricity is about every team and individual in
the organisation, not just customer service It is a journey, not a
sprint
19. Your promise 3 steps 1 Write down your promise to help your
LC deliver high quality customer experience 2 Let the person
sitting next to you take a picture of you holding your promise 3
Follow up on each other on May 18th have you delivered on your
promise?