Dave Smith Presentation
- 1. PUTTING THE CUSTOMER AT THE HEART OF THE MAILS EXPERIENCE Dave Smith Chief Customer Officer 19 May 2011 The Strategic Mailing Partnership™ supported by Royal Mail
- 2. Chief Customer Officer Group first Key areas of focus Growth markets Fulfilment and Direct Marketing (wider media audiences) Customer Experience
- 3. Which Customer? Focus on senders Bulk SME Focus on recipients Individuals SMP role in all
- 4. Which translates into a Customer Experience Programme in four parts Putting customers at the heart of everything we do by: Helping everyone to understand what they need to do to improve customer loyalty Fixing and improving products and processes in partnership with all functions Making significant improvements to our core customer service Introducing new easy to understand measures that everyone will see from top to bottom in the organisation
- 5. This has been informed by combining all of our analysis to understand what’s most important to customers Most important: keeping basic service promises. Collect on time, deliver on time, respond quickly when needed Next most important: being easy to do business with; account set up, billing etc Then: other differentiators / technology
- 6. We’ve identified priority fixes and are starting to deliver them We’re fixing and improving products and processes, working in partnership with all functions Operations priorities are agreed and being communicated Measures for each of these in Quality & Service Integrity measures World Class Mail approaches used to agree and deploy fixes Piloting this approach with Redirections and now expanding to others Ts and Cs and delivery changes plus compensation finalised for Postcomm notification
- 7. And we’re now moving on to other ‘ease of doing business with’ areas Already working with finance to address order to cash pipeline issues. Reviewing future web architecture and service touchpoints And working with sales to combine sales and service CRM solutions that can be expanded to replace ageing stand alone applications that will save us money and remove rekeying errors Addressing our claims processes and systems Looking at future requirements for contact channels
- 8. The Customer Pledge – early draft! The Royal Mail Customer Pledge (to consumers and businesses) I will deliver to every corner of the UK We will reach ALL your customers I will keep our promises We will focus on reliability and business continuity I will provide intelligent solutions to your needs We will deliver new and innovative solutions to your evolving needs I will provide personal, caring treatment We will treat you as the ONLY customer I will measure our success by your judgment You are the ultimate judge of our performance
- 9. The SMP – Your role in the year ahead When we get greater regulatory freedom in the Bulk Mail markets, what are the value add customer priorities? Product and pricing plan development Service Capability Royal Mail positioning in the communications market There are thousands of mail and fulfilment customers who don’t use DM Ambassadors for growth Feedback agents for change
- 10. Thank you