Transcript: Application is either declined or accepted When declined text is sent Leads come through a third party source via brokers When accepted I&E is completed and car search begins Application is sent to TCFC Credit Report is run Decision is made based on information If approved sent to Direct Sales Documents are sent to Head Office and payouts look over all documents to ensure the finance is all in place Payouts okay documents and deal is paid out Decision Quoting Underwriting At sign up customer goes through all documentation and proofs that they brought This is completed by a field deal maker Payout Head office quote and book customer into sign the agreement Warrington book North West Appointment's Live deal Fully Approved Customer Journey Lead Generation Sign Up Accepted When car is found and approved the application is then placed in Fully Approved
Transcript: Admission Office develop card Card office Home adress updatecard registration apply for card uppload picture Pay fees Blue folder Fill in adress send card System map for Swedish Student test card
Transcript: 11th April 2013 Genuinely customer-centric feedback Expectations and Perceptions There is a formula for satisfaction... The longer we run this, the more we can improve our service and reach consistently high levels of satisfaction Tailors to each service The benefits... Jan 2012 “How would you improve the levels of satisfaction to the customers of Lincolnshire through the CSC within an austere financial environment.” We're 10 days in and you should have had some progress... The Journey We're great!! Daniel Taylor Adaptive Future Looking & Innovative Industry Leading in Local Government Handled in-house Opportunity for staff Infrequent enough that it can be a controlled impact 3 key elements Customer expectations and our own Qualitative and quantitative feedback Manageable and relevant Orientated towards each service Wealth of quality MI for future service decisions The practicalities... No money Need to be organised Business Support approach - share the workload Opportunities for staff It's our process, for Lincolnshire's needs. Repeat. Adapt. Perfect. ...but everyone else is great too! Feb 2012 What has happened since we last spoke? How satisfied are you with the overall experience out of 10 More/Less satisfied - In a sentence - Why? (yes, we also look at an Advisor level too) (noting that this part isn't needed for all services...) The start of the experience for those that say "yes!" Flexible call back time, but push for same day. After 5pm for non-professionals. The goal is day 1 experience here. E-form based: Rate your expectations of service out of 10 How satisfied were you at the end of the call out of 10 More/Less satisfied - In a sentence - Why? First time user of the service or repeat user? Quarterly basis Customers contact the CSC (telephony only initially) For a week we ask all customers if they'll help us improve by giving 30 second feedback about the call they've had and again, later, with how things progress Business Operations Manager Presentation The conclusion of the experience (?) for those that said "yes!" The logic... - Metric information will still be used - Emphasis on qualitative & constructive feedback - Adaptive to every customer's requirements & every service I'd Welcome Any Questions... Thank you for listening.
Transcript: Tom has a meeting in New York Bayadaire Mobile App Buys the most convenient ticket Books Hotel & Taxi Pre-flight *Events *Social Media - youtube channel, *Analysing the popularity of the web pages *Shadowing - BP consultants London 22 hours before his next flight Final Destination 28 years old, Single Management Consultant Travels a lot for business trips Likes exotic food and visiting new destinations Lives in Vienna, Austria Orders a glass of wine Wants to see the remaining distance Plans his evening In Flight Experience for Tom Checks-In Chooses seat Boarding Pass Plays a game Transfer Customer Journey Meet Tom
Transcript: What do your customers encounter on their journey through your product or service? Does their reality of the journey match your perception? The Customer Journey gets you using a whole variety of analytical tools to look at the journey The journey theme helps you to create a map that looks at each step You end up with a flowchart. Then improvements can be planned for each step. Lots of little incremental improvements that are easy to achieve! It's 'Performance Measurement' and 'Continuous improvement' BUT from the customer's point of view Customer Journey Perception= E.G. Reality = Where do I get the tel number? Book Call Confirm we looked at a booking system, the owner thought there was 3 steps to the process, we counted 13 Search the website: can I find it? Call: bookings only taken between 2pm - 4pm etc etc etc etc etc web analyitcs focus groups surveys tracking mystery shopper video analysis etc
Transcript: Customer Journey Canvas Persona Service Service Provider Design Team Pre Service Service period Service Journey Post Service Which pre-service information can people access through social media? How is the service proposition communicated by the service provider? Experiences Customers individually assess the service by comparing service expectations with their personal service expectations. Word of mouth doelstelling belang kader toegevoegde waarde Aan de slag! Social media What are potential expectations towardst the service and/or service provider? Advertisement/PR What do friends, colleagues and family actually communicate about the service and/or service provider? What are the individual experiences customers have with the service and/or service provider during the service period? How does the service provider follow-up with customers? Which experiences do people have with similar service and/or service providers? What do customers communicate about the service and/or service provider through social media? Which touchpoints do customer experience through the customer journey? Are there any critical incidents. i.e. touchpoints the customers experience as good or bad? Past Experiences Waarom dit model? Satisfaction/Dissatisfaction What do customers tell their friends, family and colleagues about the service and/or service provider? Expectations Customer relationship management Word of mouth Social media
Transcript: Project Plan and Measurement Water cooler talk, social and friends and family – Referral campaign; Employer targeted social campaign (Twitter, LinkedIn, FB) Visits Lead capture Sign up Paid Cost per visit, lead, sign up, paid Seasonal Advice Year-end planning Tax time Welcome email series Welcome message reinforcing decision Here to help email from assigned Retirement Specialist Sign up and Action Plan flow Advice available email – Invite to orientation (sent via FE email platform from employer) Self Mailer – Help matters Key Success Measures & Ideas to Drive Traffic and Enrollment Contributed Content Evaluate Ideas to drive traffic/enrollment Calculator Landing Page Questions Customer Journey Content Syndication Move up value, capture email Postcard mailer – Have more money for retirement Plan provider site – Banners and calls to action to get help/advice Near Retiree Email/Postcard Nurture emails and videos Importance of help Selecting the wrong fund costs you Are target date funds good for you? Free retirement check up call with retirement specialist Monthly progress email FE site and/social – Review of videos, articles and social content Rebalance heads up email Retargeting ad series & ebook offer – Retirement planning simplified Purchase/Onboard Orientation day or webinar – FE overview and demo Google search – Earned media, paid search, organic content pages Monthly Newsletter – leveraging blog content Remove Complexity Get started email – Link and step-by-step guide on how to sign up for advice/management Intro/Open Enrollment Social Security Planner Search Marketing Retain Outbrain
Transcript: Nobody knows babies like we do! Quality products . Good Customer service. Every Kid really loves this store.. BABYLOU ABOUT US About Us BabyLou was established in 2004. It has been more than a decade since we started, where we have ensured to take care of every need and want of every child and infant under one roof, true to the caption “NO BODY KNOWS BABIES LIKE WE DO”. Our benchmark is to provide 100% customer service and satisfaction and continue to deliver the same with a wide range of toys, garments and Baby Products. Play and Create We Are Best 01 02 03 Block games Building Blocks help Kids to use their brain. PLAY TO LEARN in Crusing Adventures Our Discoveries Enjoy a sunny vacation aboard a luxury yacht with the LEGO® Creator 3in1 31083 Cruising Adventures set. This ship has all the comforts you need, including a well-equipped cabin and a toilet. Sail away to a sunny bay and take the cool water scooter to the beach. Build a sandcastle, enjoy a picnic, go surfing or check out the cute sea creatures before you head back to the yacht for a spot of fishing. Escape into the mountains Disney Little Princes in Also available for your Babies..... Also... Out of The World… Our reponsibility BABYLOU…. Our Responsibility All children have the right to fun, creative and engaging play experiences. Play is essential because when children play, they learn. As a provider of play experiences, we must ensure that our behaviour and actions are responsible towards all children and towards our stakeholders, society and the environment. We are committed to continue earning the trust our stakeholders place in us, and we are always inspired by children to be the best we can be. Innovate for children We aim to inspire children through our unique playful learning experiences and to play an active role in making a global difference on product safety while being dedicated promoters of responsibility towards children.
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