Touchpoint Teams: Engaging employees, improving customer experience

1. Touchpoint Teams: Engaging employees, improving customer experience Roger Woodworth Marketing Executives’ Conference October 2013; New Orleans, LA

2. What are the elements of a customer-centric culture and why does it matter?

3. Variable POV re: CE

4. The import of CE is clear “Happy” customers… • Cost less and are easier to serve • Are more tolerant of rate changes • Tend to use more of our products and services • Make work pleasant for customer-facing employees • Adapt more readily to changes and new technologies • More likely to be advocates for us with relatives, friends, colleagues Leads to greater enterprise value

5. Greater value? Prove it! January 2012 Report: http://www.oliverwyman.com/media/EGY-_5B_prize_white_final.pdf

6. Value depends on experience… …Experience depends on touchpoints January 2012 Report: http://www.oliverwyman.com/media/EGY-_5B_prize_white_final.pdf

7. How do you establish a line-of-sight to customers amongst frontline employees regardless of where they work in the operation? Another V

8. Start with the end in mindA customer experience statement of intent “At every point of interaction with Avista I feel that I am dealing with people who listen and genuinely care about me. They are efficient, openandhonest; communicate appropriately; and are easy to do business with. When problems arise, they are competent, fair and responsiveproblem solvers. I trust them to be proactive and always be there with information and advice that helps me manage my energy costs. I can rely on Avista.”

9. Act on intent via Touchpoint TeamsEngaged employees ‘fix’ within a framework

10. Core Team Presentation - December 12, 2012 Example: High Bill Inquiry High Bill Inquiry Touch Point Team

11. High Bill Inquiry Touch Point Team Top left to right: Mary E. Smith, Mike Jones, Toni Smith and Michelle Jones. Bottom left to right: Lisa Smith, Connie Jones and Carlos Smith

12. It takes a great group of Stakeholders to be successful • Thank You! Rod Jones Carol Smith John Smith Kim Smith Andrea Jones Kelly Smith Tom Smith Josh Jones Linda Jones David Jones Mike Smith

13. Agenda

14. How did we get here? “The Sum of all interactions = Good/Bad Customer Experience”

15. Current State • Inconsistency • Across departments • No ownership • Accountability • Lack of communication: • Avista-to-customer • Avista internally • Procedural Breakdown • Many hand offs • Unclear Expectations • No set Time Frame

16. Customer feels that Avista is competent, fair and responsive at solving HBI. “Red Carpet Treatment” across all HBI, not just Commission complaints • Less touch points should = Better HBI experience • Consistent ownership & accountability to ensure customer satisfaction • Clarity of expected time frame thru whole process • Enhanced communication between Avista-Customer and Avista-Avista

17. High Bill Inquiry Opportunities Opportunity Prioritization Opportunity List Low Priority 1 3 16 19 18 9 11 7 12 2 Effort 8 Priority 2 1 17 4 14 15 5 13 Priority 3 High 10 Low Benefit High

18. Opportunities Summary

19. Lessons Learned • Some resisted change • Others removed barriers • It’s ok to say we’re sorry • Process improvements without additional costs • Peaks & valleys, but always ended on top

20. Example: On-boarding Commercial Welcome Brochure

21. Example: Seasonal Re-lights

22. Example: OSM Credit/Collections

23. How do you validate that the work being done to achieve customer centricity is working? One More V

24. Touchpoint Teams make a difference

25. Customer Experience Teams

26. Customer Experience Teams

27. Customer Experience Teams

28. Read more about our efforts… http://bluespaceconsulting.com/blue-space-consulting-story/