Customer Experience hotspots

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PRESENTATION Customer Experience hotspots ow and when to change the relationship with customers torsdag 26. mai 2022 Melvin Brand Flu [email protected] Stockholm 2013 2013 © Livework

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Customer Experience Transformation: Nordics The only event specific to the Nordic region dedicated to driving customer centric engagement, experience and process to offer seamless, efficient Customer Experience in the multi-channel era.

Transcript of Customer Experience hotspots

Page 1: Customer Experience hotspots

PRESENTATION

Customer Experience hotspotsHow and when to change the relationship with customers

11. april 2023 Melvin Brand Flu [email protected]

Stockholm 2013

2013 © Livework

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Bicycle Train station

High speed train

Airport Plane Airporttrain

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Bicycle Train station

Train Airport Plane Train

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Bicycle Train station

Train Airport Plane Train

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Bicycle Train station

High speed train

Airport Plane Airporttrain

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Bicycle Train station

Train Airport Plane Train

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“We will stop irritating you”Bernt Reitan JenssenCEO, Transport for Oslo

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Who we are

&

How we think

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We imagine what will be valuable for customers, then define what is possible for a business.

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Brand & marketing

Actors Factors

Customers

Organisation

Product

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Brand & marketing

Relationship Service

Actors Factors

Customers

Organisation

Product

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Brand & marketing

Relationship Service

Actors Factors

Customers

Organisation

Product

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Customer experience

Lifecycle

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Interested BuyReceive & setup

Early use UseChange in use

IncidentAwareUnaware Reconsider

Help decide Sell Setup Assist Inform Support ResolveMake offerAttract Recognise

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Aware Interested Buy Receive Setup Early use Use

Retail

Online

Policies

People

Process

Procedures

Practices

System

Call centre

Make offer Help decide Sell Deliver Setup Educate & Assist Inform & Support

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Unaware Aware Interested Consider Negotiate ManageChange of situation

Incident Reconsider Cancel

Unaware of the insurance products/ services or unaware of risk and benefits

Become aware of the brand, the organisation, the products or service offered

Investigate and gather requirements for a specific insurance, or portfolio

Requesting and evaluating offers from one or more insurance providers

Negotiate price, terms and conditions, sign and activate contract

Process contract internally, migrate existing contracts and manage contracts

Change in the business and/or operating conditions that impact the contract

Occurrence that impacts conditions or terms of the insurance

Considering changing insurance products and/or insurance provider

Termination policy and, or relationship

Unaware Recognise Research Request quote Negotiate/agree Process Plan and prepare Issue End of contract TerminateNot aware of the risk, products and/or companies the offer insurance products

First realises the insurance need via an incident (reactive), unmitigated risk, or ad/ promo

Look for a package for the benefits/ returns, the best risk-reward case

Receive and negotiate on the quote and compare with other offers

Negotiate and agree final terms, costs and conditions

Forms and paperwork are submitted and processed, and receive confirmation

Plan changes in the business that change the business and/ or the organisation

Notice or experience an unexpected event or situation

End of the contract based on contracted period and/ or conditions that allow termination

Reach decision to terminate the current contract

Notice Connect Look for/request info Evaluate Adjust offer Receive Solicit help/ information Assess situation Change of need ProcessGet exposed to a brand and or service that (might) have impact on the business

Connects the brand, product or service to a risk and or (legal/ contractual) requirement

Check/ receive info through brochure/ pamphlets/ calls or visits, word-of-mouth

Evaluate companies, proposals and offers against expectations or criteria

Prepare/ adjust contract details according to latest offer and terms

Receives info pack, welcome message and other contract related documents and tools

Request/ receive information or assistance to address the consequences of the change

Investigate the incident, its cause and its effect

Realise the gap between their needs/ promised services, and actual commitments by provider

Revokes/ ends policy, severs relationship with current provider and moves to new provider

Relevant Specify Select Commit Migrate New situation Seek assistance Assess situationSees the relevance of the service and/ or product for its organisation or operation

Consider or filter out which types to product are relevant and needed

nth round discussion leads to final selection of companies to offer product/ service

Finalise contract, with discussion & approval from authorised person

Discontinue or break existing contracts and move to the new provider

Notice planned and unplanned changes in business and or operating conditions

Reach out to the provider over one or more channels to assist in resolving the incident

Revaluate risk portfolio/ costs and assess impact of terminating the contract or buying new one

Shortlist Decide Sign contract Activate and manage Adjust to new situation Re(solve) situation DecideActively qualifies and selects companies to work with based on hard or soft criteria

Choose the company and offer that meets needs, expectations and requirements

Put signature on contract and associated documents

Activate contracts from a specific date, store, manage and maintain contracts

Make adjustments to the setup or composition of the contract to reflect the new situation

The provider tries to resolve the incident by providing information/ service/ fix

Decide to stay with current service provider, switch provider or terminate contract

InvestigateProvider investigates incident to prevent further and future incidents

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06/03/2013

Potential Receive Setup Imbed InformationBased on CSI Survey & Relevance

New customer receives info pack, welcome message and other contract related docs.

Enters the insurance contract into its policy and risk management portfolio

Imbed insurance, products and services into business routine and processes

Request/ receive information related to products & services, including up- & cross sell

Overall Satisfaction 17 18 16 14

Perception (Trust/ Relationship) 22 23 21 23

Q2Overall, how satisfied or dissatisfied are now with

Gjensidige?19 23 25 21 23

Q3Imagine an ideal insurance company. How closely

to this ideal [reference point] is Gjensidige?18 20 20 0 22

Q4To what extent Gjensidige tend to meet

corporate expectations?18 0 0 0 0

Value-for-Money 25 26 24 24

Q7How satisfied or dissatisfied are you with the

price you pay for corporate personnel policies?24 0 29 0 27

Q8How satisfied or dissatisfied are you with the

price you pay for insurance products?26 29 34 29 0

Q10To what extent are you confident that the

insurance contents covers your needs?19 21 25 21 0

Q11To what extent do you believe that Gjensidige's

insurance documents are understandable?29 37 32 35 32

Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are

easily understood?

11 14 13 12 13

Q12Over the past 12 months has your company

received newsletters, brochures, product information, etc. from the Gjensidige by mail or

0 0 0 0 0

New CustomerPeriod immediately after signing the contract where the contract is setup

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Potential Receive Setup Imbed InformationBased on CSI Survey & Relevance

New customer receives info pack, welcome message and other contract related docs.

Enters the insurance contract into its policy and risk management portfolio

Imbed insurance, products and services into business routine and processes

Request/ receive information related to products & services, including up- & cross sell

Overall Satisfaction 17 18 16 14

Perception (Trust/ Relationship) 22 23 21 23

Q2Overall, how satisfied or dissatisfied are now with

Gjensidige?19 23 25 21 23

Q3Imagine an ideal insurance company. How closely

to this ideal [reference point] is Gjensidige?18 20 20 0 22

Q4To what extent Gjensidige tend to meet

corporate expectations?18 0 0 0 0

Value-for-Money 25 26 24 24

Q7How satisfied or dissatisfied are you with the

price you pay for corporate personnel policies?24 0 29 0 27

Q8How satisfied or dissatisfied are you with the

price you pay for insurance products?26 29 34 29 0

Q10To what extent are you confident that the

insurance contents covers your needs?19 21 25 21 0

Q11To what extent do you believe that Gjensidige's

insurance documents are understandable?29 37 32 35 32

Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are

easily understood?

11 14 13 12 13

Q12Over the past 12 months has your company

received newsletters, brochures, product information, etc. from the Gjensidige by mail or

0 0 0 0 0

New CustomerPeriod immediately after signing the contract where the contract is setup

r03.v00Customer

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Potential Unaware Notice Recognise Connect Relevant Research Look for/request info Specify Shortlist Request quote Evaluate Select Decide Negotiate/agree Adjust contract Commit Process Receive Setup Imbed Information Manage policies Make adjustments Admin changes Information Notification Plan and prepare Solicit help/information New situation Adjust to new situation End of contract Change of need Assess situation Decide Terminate ProcessingBased on CSI Survey & Relevance

Not aware of the risk, products and/or companies the offer insurance products

Get exposed to a brand and or service that (might) have impact on the business

First realises the insurance need via an incident (reactive), unmitigated risk, or ad/promo

Connects the brand, product or service to a risk and or (legal/ contractual) requirement

Sees the relevance of the service and/or product for its organisation or operation

Look for a package for the benefits/returns, the best risk-reward case

Check/ receive info through brochure/ pamphlets/ calls or visits, word-of-mouth

Consider or filter out which types to product are relevant and needed

Actively qualifies and selects companies to work with based on hard or soft criteria

Receive and negotiate on the quote. Further comparison from other rival offers

Evaluate companies, proposals and offers against expectations or criteria

nth round discussion leads to final selection of companies/ individuals

Choose the company and offer that meets needs, expectations and requirements

Negotiate and agree final terms, costs and conditions

Prepare/adjust contract details according to latest offer and terms

Finalise contract, with discussion & approval from authorised person

Form and paperwork are submitted & processed and receives confirmation

New customer receives info pack, welcome message and other contract related docs.

Enters the insurance contract into its policy and risk management portfolio

Imbed insurance, products and services into business routine and processes

Request/receive information related to products & services, including up- & cross sell

Manage policy, and respond to change in internal/external operating environment

Affect changes such as decrease/ increase risk cover, adjust premium plans etc.

Change in policy, insurance plan, people and handling of insurance account

Request/receive information related to insurance products & services

Receive information about a change, issue or, something requiring (legal) notification

Plan changes in the business that change the business and/or the organisation

Request/receive information or assistance to address the consequences of the change

Notice planned and unplanned changes in business and or operating conditions

Make adjustments to the setup or composition of the contract to reflect the new situation

End of the contract based on contracted period and/or conditions that allow termination

Realise the gap between their needs/promised services, and actual commitments by provider

Revaluate risk portfolio/costs and assess impact of terminating the contract or buying new one

Decide to stay with current service provider, switch provider or terminate contract

Reach decision to terminate the current contract

Revokes/ends the policy and severs relationship with the provider

Overall Satisfaction 0 2 7 0 2 8 17 5 8 16 14 13 17 17 13 12 14 17 18 16 14 13 16 17 16 17 2 16 2 14 14 15 14 14 12 14

Perception (Trust/ Relationship) 0 0 0 0 0 0 21 0 0 20 20 21 20 21 20 20 22 22 23 21 23 20 22 20 23 22 0 22 0 22 23 23 23 23 23 22

Q2Overall, how satisfied or dissatisfied are now with

Gjensidige?19 0 0 0 0 0 0 21 0 0 21 0 23 0 23 21 0 25 23 25 21 23 0 23 0 23 23 0 23 0 0 25 23 23 25 25 23

Q3Imagine an ideal insurance company. How closely

to this ideal [reference point] is Gjensidige?18 0 0 0 0 0 0 0 0 0 20 0 20 0 0 20 0 0 20 20 0 22 20 20 20 22 20 0 20 0 22 20 0 22 20 22 20

Q4To what extent Gjensidige tend to meet

corporate expectations?18 0 0 0 0 0 0 0 0 0 20 20 20 20 20 20 20 20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Value-for-Money 0 0 13 0 0 14 26 12 23 24 27 23 29 26 23 27 23 25 26 24 24 24 25 28 26 25 0 22 0 27 26 27 26 26 27 35

Q7How satisfied or dissatisfied are you with the

price you pay for corporate personnel policies?24 0 0 0 0 0 0 0 0 0 27 29 31 29 29 27 27 0 0 29 0 27 0 29 0 0 27 0 31 0 29 29 31 29 29 27 0

Q8How satisfied or dissatisfied are you with the

price you pay for insurance products?26 0 0 0 0 0 0 31 0 0 31 34 29 31 29 31 29 0 29 34 29 0 31 29 29 31 29 0 0 0 34 29 34 29 29 0 0

Q10To what extent are you confident that the

insurance contents covers your needs?19 0 0 0 0 0 0 23 0 0 23 25 21 23 21 23 21 0 21 25 21 0 23 21 21 23 21 0 0 0 25 21 25 21 21 0 0

Q11To what extent do you believe that Gjensidige's

insurance documents are understandable?29 0 0 0 0 0 0 37 0 35 0 35 0 32 0 0 32 35 37 32 35 32 32 32 35 35 35 0 0 0 35 0 35 0 0 0 35

Q13To what extent do you believe that Gjensidige's newsletters, brochures, product information are

easily understood?11 0 0 13 0 0 14 14 12 12 14 13 12 0 0 13 0 12 14 13 12 13 12 13 0 14 13 0 13 0 12 0 13 0 0 0 0

Q12Over the past 12 months has your company

received newsletters, brochures, product information, etc. from the Gjensidige by mail or

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Unaware of the insurance products/ services or unaware of risk and benefits

Investigate and gather requirements for a specific insurance, or portfolio Requesting and evaluating offers from one or more insurance providers Negotiate price, terms and conditions, sign and activate contract

New CustomerPeriod immediately after signing the contract where the contract is setup

Unaware Aware ContractInterested Consider CancellationTermination policy and, or relationshipBecome aware of the brand, the organisation, the products or service offered In a steady state managing and administering policies and paperwork

Change of SituationChange in the business and/or operating conditions that impact the contract

ReconsiderConsidering changing insurance products and/or insurance provider

Prepare New customer Customer

Collect and prepare necessary data and paperwork to prepare for new contract

Period immediately after signing the contract where the contract is setup internally

In a steady state managing and administering policies and paperwork

Collect information Setup Manage policiesGather information and data to understand situation and options

Enter insurance contract into policy and risk management portfolio and administration

Manage policy, and respond to change in internal/ external operating environment

Requirements Imbed AdjustmentsDetermine requirements and conditions for the product and the service

Imbed insurance, products and services into business routine and processes

Affect changes such as decrease/ increase risk cover, adjust premium plans etc.

Compare Information Admin changesCompare current products, services and administration with offers

Request/ receive information related to products & services, including up- & cross sell

Change in policy, insurance plan, people and handling of insurance account

InformationRequest/ receive information related to insurance products & services

NotificationReceive information about a change, issue or, something requiring (legal) notification

Prepare New customer Customer

Collect and prepare necessary data and paperwork to prepare for new contract

Period immediately after signing the contract where the contract is setup internally

In a steady state managing and administering policies and paperwork

Collect information Setup Manage policiesGather information and data to understand situation and options

Enter insurance contract into policy and risk management portfolio and administration

Manage policy, and respond to change in internal/ external operating environment

Requirements Imbed AdjustmentsDetermine requirements and conditions for the product and the service

Imbed insurance, products and services into business routine and processes

Affect changes such as decrease/ increase risk cover, adjust premium plans etc.

Compare Information Admin changesCompare current products, services and administration with offers

Request/ receive information related to products & services, including up- & cross sell

Change in policy, insurance plan, people and handling of insurance account

InformationRequest/ receive information related to insurance products & services

NotificationReceive information about a change, issue or, something requiring (legal) notification

• How can a new customer be setup to be self sufficient later?

• What information expertise should be proactively provided to customers, how and when?

• How can simple/ standard adjustments best be done by customers?

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Next journey

Consider Decide Plan Check/receive info Select Purchase Travel from location Enter Check/receive info Select Purchase Time at station/stop Departure platform Validate Travel Check/receive info Arrival platform Change line Change mode Exit/check-out Final destination Reflect Aware Need info/assistance Accept / Resolve Escalate ConsiderConsider if, when, how and with whom to travel

Decide general aspects of the journey i.e. date, time, mode, route

Plan one, or more journeys to one or more destinations

Check and/or receive information related to planned or related journeys

Select/ change the product/ ticket/ card , mode, route, time and stops

Register, renew, purchase, activate the ticket/ card option

Travel from current location to station/stop

Enter the physical space of the station/stop

Check and/or receive information about planned or related journeys

Select/ change the product/ ticket/ card , mode, route, time and stops

Register, renew, purchase, activate the ticket/ card option

Time at station/stop, occupying space, using facilities, waiting

Move to departure platform and enter a mode of transport

Validate ticket / card for the trip, full journey or period, and show when requested

Travel to the (next) stop or destination using one or modes of transport or systems

Check and/or receive information about current, planned, or related journeys

Wait at, or move from arrival platform to next platform, or exit

Change from current line to the next within the same mode or system

Change from one mode of transport or system to another mode and/or system

Exit a station, or stop, and check-out from system for the journey

Travel to, and reach the final destination of the journey

Overall satisfaction 33 114 437 319 313 210 456 406 103 235 362 419 427 431 163 88 343 402 287 278 205 352

STATION FACILITIES 0 47 97 146 38 33 44 282 164 127 119 256 254 73 21 164 249 212 216 78 79 161 206 174 169 167 157

Overall satisfaction with the station 0 0 15 17 0 0 17 18 17 17 17 17 18 17 0 17 17 17 17 15 0 15 17 17 15 15 15

Ticket buying facilities 0 0 14 0 0 14 0 0 0 16 16 0 0 0 0 0 0 14 14 0 0 0 16 14 14 14 0

Provision of information about train times/platforms

0 0 18 20 18 18 0 18 20 18 18 20 20 0 0 20 17 20 20 0 0 17 18 18 17 17 0

The upkeep/repair of the station buildings/platforms

0 0 0 0 0 0 0 30 0 0 0 27 30 0 0 0 27 0 0 0 0 0 0 0 0 0 0

Cleanliness 0 0 0 0 0 0 0 23 0 0 0 23 21 0 0 0 21 0 0 0 0 0 0 0 0 0 0

The facilities and services 0 0 0 52 0 0 0 56 52 0 0 56 52 0 0 52 56 52 52 0 0 52 56 52 52 52 52

The attitudes and helpfulness of the staff 0 0 0 0 0 0 0 16 17 16 16 16 17 17 0 17 17 17 17 0 16 16 17 17 17 16 0

Connections with other forms of public transport

0 19 21 19 19 0 0 19 19 21 0 19 19 0 21 19 19 18 21 0 0 19 19 19 18 18 19

Facilities for car parking 0 28 28 0 0 0 28 28 0 0 0 0 0 0 0 0 0 0 0 28 28 28 0 0 0 0 28

Overall environment 0 0 0 0 0 0 0 26 0 0 0 26 26 0 0 0 23 23 23 0 0 0 23 0 0 0 0

Your personal security whilst using 0 0 0 0 0 0 0 12 0 0 13 13 12 0 0 0 12 12 12 0 0 11 0 0 0 0 11

The availability of staff 0 0 0 35 0 0 0 32 35 35 35 35 35 35 0 35 35 35 35 32 32 0 35 32 32 32 32

How request to station staff was handled 0 0 0 4 0 0 0 4 4 4 4 4 4 4 0 4 4 4 4 4 4 4 4 4 4 4 0

TRAIN FACILITIES 29 154 167 155 168 0 69 155 155 186 91 200 152 30 214 198 170 215 216 84 9 182 196 113 109 38 195

The frequency of the trains on that route 29 32 34 32 34 0 34 32 32 34 0 32 0 0 32 32 0 32 32 0 0 29 34 32 32 29 32

Punctuality/ reliability (i.e. the train arriving/departing on time)

0 24 26 26 26 0 26 26 26 28 0 28 28 0 28 26 24 28 28 0 0 26 28 26 26 0 28

The length of time the journey was scheduled to take (speed)

0 14 14 13 15 0 0 13 13 15 0 15 0 0 15 14 14 14 14 0 0 13 14 14 13 0 13

Connections with other train services 0 10 10 10 10 0 10 10 10 10 9 9 10 10 0 10 10 9 10 9 0 9 10 10 9 0 10

The value for money for the price of your ticket

0 76 83 76 83 0 0 76 76 90 83 83 83 0 90 83 76 83 83 76 0 76 76 0 0 0 83

Upkeep and repair of the train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The provision of information during the journey

0 0 0 0 0 0 0 0 0 0 0 24 22 21 24 24 22 24 24 0 0 21 24 22 21 0 21

The helpfulness and attitude of staff on train 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The space for luggage 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The toilet facilities 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Sufficient room for all passengers to sit/ stand 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The comfort of the seating area 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The ease of being able to get on and off 0 0 0 0 0 0 0 0 0 0 0 0 0 0 15 0 15 15 15 0 0 0 0 0 0 0 0

Your personal security on board 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The cleanliness of the inside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The cleanliness of the outside 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

The availability of staff 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

How well train company deals with delays 0 0 0 0 0 0 0 0 0 9 0 10 10 0 11 11 10 11 11 0 9 9 11 10 10 9 10

Consider Prepare journey Station/stop Journey Post journey

Considering travel to one or more frequent, or infrequent destinations Plan, make preparations and arrangements for a journey Station/stop where the journey starts/ continues/ ends and offering travel related services Move through one or more (public) transport systems, using one or more modes Reflecting back on the journey after reaching the final destination

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Receives the product, starts the service

Early stages of being a customer and dealing with the transition to service

provider

Familiar with the company, its product and service, establishing

regular energy consumption

Change in personal situation or circumstance that impacts the

contract

Receive & Setup New customer Customer Change in use

Setup:Make sure the customer is familiar with the phone and core services

Educate:About the product and other features

Personalise:Make offers and recommendation on how to use additional services

Seduce:Offer incentives to use new services and introduce others

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Where are the hotspots

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Call centre

Mobile

Retail

3rd party

Online

Aware Interested Decide Buy Early use Regular use

Customer engagement with the organisation starts here. The customers’ experience started earlier.

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Call centre

Mobile

Retail

3rd party

Online

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Interested Decide Buy Use

All customers go through the decide phase before entering the buy phase. Customer needs, wants and expectations are similar regardless of the channel they start or end.

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Aware Interested Decide Buy Early use Regular useChangeof use

Incident Reconsider Leave

Customer experience

Opportunity to build relationship

Design services that recognise and reward existing customers

Engage customers with a relevant service offer

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Aware Interested Decide Buy Early use Regular useChangeof use

Incident Reconsider Leave

Customer experience

Opportunity to build relationship

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How to transform the customers’ experience?

What have we learnedfrom/with our clients

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A. Prevent pressureEnable customers to do it themselves

B. Move PressureShow customers how to do it themselves next time

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Oct Nov Dec Jan Feb Mar Apr May June July August September

Project oversight and governance

Service strategy

Service design

Business & process design

Interaction design

Visual design

Functional design

Technical design

Technical implementation

Business implementation

Service implementation

Pilot & testing

Key Milestones

Experiencedesign

Core service scenarios

Interaction design prototype

Business scenario

Design authority

Build prototype

Functional design

Technical design prototype

Visual design prototype

Low fidelity testing

Business validation

Customer pilots

Pilot design & setup

Pilot services

Pilot KPI's

Omni channel service strategy

Pilot training

High level blueprint

Omni channel service blueprint

Business impact assessment

Interaction design

Visual design

Functional design

Design authority

Technical design

Build platform

Build systems

Customer tests

Customer trials

Detailed service design

Service implementation

Business training

Pilot processes Process design

Project management Pilot management Programme/pilot management

Business mobilisation

HL interaction design

Interaction concepts

Proof of concepts

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“The new bill is simpler to understand, and creates less trouble for us. It’s great”

Hafslund CIO

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Oct Nov Dec Jan Feb Mar Apr May June July August September

Project oversight and governance

Service strategy

Service design

Business & process design

Interaction design

Visual design

Functional design

Technical design

Technical implementation

Business implementation

Service implementation

Pilot & testing

Key Milestones

Experiencedesign

Core service scenarios

Interaction design prototype

Business scenario

Design authority

Build prototype

Functional design

Technical design prototype

Visual design prototype

Low fidelity testing

Business validation

Customer pilots

Pilot design & setup

Pilot services

Pilot KPI's

Omni channel service strategy

Pilot training

High level blueprint

Omni channel service blueprint

Business impact assessment

Interaction design

Visual design

Functional design

Design authority

Technical design

Build platform

Build systems

Customer tests

Customer trials

Detailed service design

Service implementation

Business training

Pilot processes Process design

Project management Pilot management Programme/pilot management

Business mobilisation

HL interaction design

Interaction concepts

Proof of concepts

< Keep it simple

Understand before design >

< Test with customers

Provide a roadmap >

< Give the organisation time

Have fun >

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www.liveworkstudio.com/

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