If E.ON Can So Can You!

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Johan Bjurup

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If E.ON Can So Can You!

A Systematic Approach To Help You Keep All The

Customer Experience Plates Spinning

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Customer Centricity Framework

Best practices for working cross regionally

Lessons learnt along the way

02

01

03

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10%

Alignment

“They actively help me get what I want”

Life cycle Management

A, B, C of Earning Customer Loyalty

Benevolence

“They are a force for good”

Competence

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4

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10%

Alignment

“They actively help me get what I want”

Life cycle Management

A, B, C of Earning Customer Loyalty

Benevolence

“They are a force for good”

Competence

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Inspire

Share best

practice

Getting the

right people

Set up

network – Top

Down &

Bottom up

Giving a

voice

Adopting –

one size does

not fit all

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01 Strategic direction and commitment

03 Enabling delivery

04 Understanding customers and their

worlds

05 Experience design and development

E na bl ing our or ga ni s a ti on S e rv ing our c u s to m er s

Do we all know where we’re going and how we will get there?

Do we have the governance structure & culture we need to get us where we want to be? Is the whole business lined up to support

customer-facing interfaces to deliver effectively?

Does the whole business understand our customers?

Are we able to rapidly change the business in response to our customers’ needs? Do we deliver an experience that meets our

customer’s needs?

01 Strategic direction and commitment

02 Culture and management

03 Enabling delivery

04 Understanding customers and their worlds

05 Experience design and development

06 Delivery and quality assurance

A Systematic Approach To Help You Keep All The

Customer Experience Plates Spinning

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Johan Bjurup 9 Distribution 4 639 Sales 138 Electricity Production 6 658 Heat 1 307

Loyal customer = license to operate

Net Sales* 2014 Mkr (Swedish krona)

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We have chosen to use

NPS

as a method to understand our customers better - what we do well and what we need to improve

Our

Promoters

tells us that every thing

works well, we provide safe supply, good customer service, good customer

communication, offer the best price

Our

Passives

tells us that we should

lower the prince, provide better customer service, give more clear information, give energy efficiency advice

Our

Detractors

thinks that we should

lower the price, provide more reliable supply and increase the our customer orientation

Mapping our customers mind with help of NPS as a method

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Bottom up improvements Top Customer Issues

Customer Journeys

Experience principles

Set the fundamental

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Bottom up improvements Top Customer Issues

Customer Journeys

Experience principles

Mitigate pain points

Create great experience

Set the fundamental

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I do not understand my

contract You are too

expensive

I am not happy with how you

solve my problems Why do I have long and frequent power cuts? I need help with my payments You are creating a hassle when I move

Our top customer issues – a number of initiatives have

been set up to mitigate these issues

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.

We respect

that your time

is valuable

We are

personally

engaged

Together with you

we develop

sustainable

energy solutions

We keep our

promises

We make it

simple for you

Customer experience principles – our promises to our

customers all kind of customer touchpoints

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Bottom up improvements Top Customer Issues

Customer Journeys

Experience principles

Daily improvements

Mitigate pain points

Create great experience

Set the fundamental

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NPS Steering Committee

CEO Nordic, Senior Vice President Stakeholder Management & Corporate, MD Sales, MD Distribution Electricity, MD Distribution Gas, MD Customer

Support, Sales Manager RES & SME

NPS Program Management

Program Manager, Culture Manager, Program coordinator, Analyst

NPS Execution Committee

NPS responsible at Sales, Distribution, Customer Support

Owners of customer experience initiatives in daily operations

Program governance structure – a successful cross

functional setup

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Speed of impact.

Recognise that establishing and

embedding a customer experience programme is a long journey

Meet customers

. Use customer immersion to bring an emotional

response to our customer needs and urgency to top customer issues.

Sponsorship

. Establish strong board sponsorship and ownership

across all programme activities

Confidence

. Frequency of measurement to gain confidence

that we can affect change. Track action versus impact.

Lessons learnt

Figure

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References

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