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customer experiences

customer experiences. David Gill. the renaissance of customer service. customer service is a critical element of business performance a key driver of profit changing  relationship between organisations and their customers customers  now hold the power future of customer service 

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customer experiences

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  1. customer experiences David Gill

  2. the renaissance of customer service • customer service is a critical element of business performance • a key driver of profit • changing  relationship between organisations and their customers • customers  now hold the power • future of customer service  • changing attitudes of we, the consumer • challenges brought by technology • changing business models • changing employee engagement…

  3. Key features of Distribution Price Control Review • Delivering value for money through incentivised performance • An emphasis on customer service improvements • A shared desire to increase competition • Introduction of new guaranteed standards • Introduction of penalty payments

  4. Customer service standards Published customer service standards : Planned and unplanned outages Complaints Connections quotations and delivery Priority services ( Discretionary Reward) Guaranteed standards

  5. £80m Up for Grabs in DR5

  6. -£45m penalty across DR5

  7. United Breaks Guitars

  8. What is he talking about? Measures Targets Initiatives

  9. Who currently provides the best customer experience and why? A holistic approach delivering on six factors: Friendliness Valuing customers’ time Turning a poor experience into a great one Setting and delivering against customer expectations Demonstrating honesty and integrity Meeting customer needs in a way that feels personal

  10. personal service Customer Satisfaction customer satisfaction = material service + personal service material service customer satisfaction

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