ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
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Transcript of ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
MiWay presentation
Providing leadership to influence customer experience
René Otto13 March 2013
MiWay built a company:• With 170,000 clients• Turnover of R1 billion p/a• Over 1,000 staff members• In 4 ½ years
About MiWay
MiWay is essentially:• A service orientated business• Customer experience is paramount
The MiWay Story
1. The Regulatory Landscape2. MiWay’s customer experience: three key
differentiators3. Four core values4. Value of accountability5. Value based culture6. How do we know it works?7. How did we achieve this?
• Consumer Protection Act• Treating Customers Fairly• Good business sense for sustainable success
1. The Regulatory Landscape
2. MiWay Customer Experience
Designed around three key differentiators, namely:
• Unique on-line experience
• Loyalty rewards regardless of claims made
• Client service focus embedded in culture
Culture is based on four core values, namely:• Freedom• Attitude• Energy• Accountability
3. Core Values
4. Value of Accountability
• The value of accountability specifically relates to keeping promises made to our customers.
• We have zero tolerance approach to staff who don’t keep promises to clients.
• If you can’t get something basic right , you can’t work at MiWay.
5. Values Based Culture
The values based culture, which forms the invisible force that drives behaviour towards colleagues and customers, is inculcated through:
• Induction
• Peer review (weekly Samurai Sword floating trophy)
• All forms of communication built around the four values.
6. How do we know it works?
• Hellopeter.com – in management’s email in-boxes
• Ask Afrika Orange Index Award
• Deloitte’s Best Company To Work For
• Ombudsman Award
• Feedback on Website
7. How did we achieve this?
• Leadership from the top
• Actively managing Hellopeter rating
• Courageous decision to allow client feedback on MiWay website
• Engagement of every staff member via peer review
• Making heroes of those who display the right behaviour
• Zero tolerance of wrong behaviour
8. How did we achieve this?
• Believing in our people
• “It is not the task of leadership to put greatness into people, but to elicit it – the greatness is there already.” – John Buchan.
• CEO needs to ‘own’ customer experience, together with the rest of the team. Its not a function that can be delegated to an Exco role. It requires leadership from the top.
• Courageous decisions often lead to great rewards.• Culture drives behaviour. The right culture drives the
right behaviour.• Staff engagement is a winning recipe.
9. Narrative
Thank you