Jane Arnott – Choice and Control: Shifting the Power Dynamic

Transcript

1. business services | consulting | salary packaging Choice and Control: Shifting the Power Dynamic August 2018
2. business services | consulting | salary packaging Think of a customer
3. business services | consulting | salary packaging Meet our average CBB salary packaging customer
4. business services | consulting | salary packaging Do we really know our customers? Our customers love our service They are happy coming here. Their friends are here. They won’t leave
5. business services | consulting | salary packaging What they’re really saying… The quality of care just wasn’t good enough. I don’t like the way they talk to her. It’s condescending. My providers just aren’t offering the services that I want.
6. business services | consulting | salary packaging The reality gap
7. business services | consulting | salary packaging Bridging the gap Current customer journey Future customer journey Requires Customer voice Customer centric employees
8. business services | consulting | salary packaging business services | consulting | salary packaging Customer voice
9. business services | consulting | salary packaging Customer voice Structured engagement or feedback mechanisms Market research and metrics Leadership team Frontline staff Client management Board Online forums
10. business services | consulting | salary packaging Poll Where do you hear from your customers? ! Board ! Leadership team ! Frontline staff/Client management ! Structured engagement or feedback mechanisms ! Market research and metrics ! Online forums
11. business services | consulting | salary packaging Poll results
12. business services | consulting | salary packaging Board and leadership ! Image frontline vs board/leadership
13. business services | consulting | salary packaging Online forums ! Image of social media
14. business services | consulting | salary packaging Listening to the customer voice Formal mechanisms for engagement and feedback Market research and metrics Frontline staff and client management
15. business services | consulting | salary packaging Listening to your customer voice
16. business services | consulting | salary packaging Which would our customers prefer - this…or
17. business services | consulting | salary packaging this?
18. business services | consulting | salary packaging business services | consulting | salary packaging Customer centric employees
19. business services | consulting | salary packaging Customer centric employee ! Who’s the most customer unfriendly person in your organisaNon?
20. business services | consulting | salary packaging Poll Who is the most customer unfriendly person in your organisaNon? ! Board member ! CEO ! Finance ! IT ! HR ! OperaNons
21. business services | consulting | salary packaging Poll results
22. business services | consulting | salary packaging Board and CEO ! Image of board and CEO
23. business services | consulting | salary packaging IT ! Image of computer
24. business services | consulting | salary packaging Finance ! Image of cash or set of accounts
25. business services | consulting | salary packaging HR ! Image of people arguing
26. business services | consulting | salary packaging Operations ! Image of cogs
27. business services | consulting | salary packaging Creating a customer centric workforce ! Where’s Waldo image? Image: Where’s Wally by UK illustrator MarNn Handford (1987)
28. business services | consulting | salary packaging The golden thread ! Image of golden thread
29. business services | consulting | salary packaging Integrating our customers Brand makes your values visible Walk the talk Service or experience External People and culture Systems and processes Product design and delivery Internal
30. business services | consulting | salary packaging Employee experience determines customer experience
31. business services | consulting | salary packaging Levers in employee engagement – with customer benefits ConnecNon to mission and values Task control/autonomy Support from colleagues and managers
32. business services | consulting | salary packaging Doing it well… Recruit for fit End to end: frontline to board room Integrate lived experience
33. business services | consulting | salary packaging Know your doughnut
34. business services | consulting | salary packaging Your customer feedback What did you learn? What did I miss? What do you want to ask or share?
35. business services | consulting | salary packaging Stay in touch Jane Arnott General Manager, Consulting and Business Services jarno\@cbb.com.au 1300 763 505 cbb.com.au /Community Business Bureau Community Business Bureau Community Business Bureau CBB_Community