As a result of Rant & Rave we have acknowledged the need to … folder/Sou… · Social media is a...
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Transcript of As a result of Rant & Rave we have acknowledged the need to … folder/Sou… · Social media is a...
“As a result of Rant & Rave we have acknowledged the need to listen to what our customer is saying. We’ve always stood by the motto ‘make decisions as though the customer is in the room’ but it wasn’t until we started to receive the customer feedback that we truly started to live by that motto; this was the result of Rant & Rave driving a huge change. ”
“The insight gained from the implementation of Rant & Rave has shaped the way we operate as a company.”
What customers say...
What customers say...
“The combination of both closed and open questions, allowing the customer to elaborate on their feelings and opinions on service; mean verbatim comments are used to challenge service behaviours and processes so that we can become entirely customer focused.”
“Based on the sentiment analysis offered in ‘Rant & Rave’, we have also been able to map exactly what it is that drives customers to give each of the ratings on the 7 point scale.”
What do we believe?
Companies and customers want the same thing – to deliver and receive an efficient, easy and emotionally positive customer experience. Every interaction creates an experience – good, bad or indifferent - and many interactions stem from lack of information. If that can be reduced, costs go down and revenue goes up. A reduction in the effort it takes for a customers to engage with you will lead to an increase in their satisfaction. Mobile is the perfect channel to engage customers – our solutions are multi-channel but we practice a mobile first approach. Social media is a place to celebrate your Ravers – prevent the problems from getting this far by addressing them early. Asking for feedback and then not taking action to follow up is worse than not asking at all!
Customers Benefits
Speed & Convenience
Business Performance
Customer Experience
Revenue
Cost
The Platform
Effort
Satisfaction Relevance
Company Benefits
The Journey
Touchpoints & Listening Posts
VoC Business Challenges
Gathering the right volume of information from the right people at the right time Taking action on citizen feedback Measuring the business impact Getting people and resources to do it right
Current Feedback Timeline
Interaction Survey
Request Survey
Completed Survey
Analysis Survey
Outcome
...
Improved Feedback Timeline
Interaction Survey
Completed
Survey Analysis
Survey Outcome
Survey Request
Interaction Survey
Request Survey
Completed Survey
Analysis Survey
Outcome
...
Recover
Frontline
Frontline
Dashboard
Capture and Sentiment Engine
The Actors in Citizen Feedback
Interaction =
Experience
Am I giving a good customer experience
and in what area
What can I do to make the customer
happy
Can my team improve and
where
Do I know what is important to the
customer
What can I change to improve the
business
I am telling you what is important
to me
I want you to listen
Examples - SMS
Examples - Email
Example feedback screen using the web widget. With verbatim and given score.
“the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
The customer tells you The business wants
012345
Unstructured to reportable (The challenge)
Product Process Place People
Product Process Place
Web Portal Self Service
Shops Contact Centre
People Communication
Unclear Understand
Knowledge Problem Knowledgeable
Attitude Helpful Rude
Unstructured to reportable (The solution)
“the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
Very bad Bad Neutral Good Very good
1 2 3 4 5
5
“the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
4
“the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
2
“the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
0
1
2
3
4
5
Product
Process
Place
People
“CXI Score” – 3 (average of 1, 2, 4 & 5)
3.67 (average of 2,4,5)
1 (average of 1)
1 “the advisor was really helpful and did solve
my problem but was hard to understand also
the self service portal is a nightmare”
Score
Sentiment
Categories
Phrases
Overview Messages
Real-time Insight
Enhanced data views for inspired action
Future Feedback Process
Capture
NLP
Sentiment
Insight
Categorisation
Pro Comms
Recover
Immediate
More engaging
Not constricted by questions
Say what I want
Fron
tline
Engagement Training
Das
hb
oar
d
Raving
Recruitment
Amplify Response
Rate
Increased immediacy of Customer Feedback
Deeper
Insight Churn Complaints Process
Impact Cost
More Actionable Insight
CSat/NPS/
Effort
Scores
Calls
Discover Configuration Implementation
•Specifications •Capture methods •Data presentation •Success criteria.
•Technical Requirements •Detailed Success Criteria •Owners and actions •Expected results
•Service preparation •User and admin training •End 2 End testing •OAT/UAT •Go live and review
Business Case
Solution framework
Solution Design
Project planning and resourcing
Setup
Functional Test
User Acceptance Test
Review and sign off
Project Launch events
Broadcast comms
Create Advocates
User education
Handover to Success Team
AM on-site availability
Insight review
Tuning
Channel Review
Pro
ject Success
Solu
tion
Success
Making the Difference
Since launching Rant & Rave Orbit has... • Increased response rates – up to 28% • Customer satisfaction score of 4.2 / 5 • Cost savings of 20% on previous method. Capturing more quality insight for less! • Cost savings mean money can be put into other projects, benefitting communities • Visible across the business – bringing accountability
Taking action • Real added value came from Frontline Engagement module. • Agents can see their own feedback – empowered • Reduced number of agents on performance plans by 70% as they can see what
they need to improve on • Reduction in staff turnover • Staff sickness now below 5% • Highlighted areas for improvement and training
