Dave Smith Presentation

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

Chief Customer Officer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Which Customer? ,[object Object],[object Object],[object Object],[object Object],[object Object],SMP role in all

Which translates into a Customer Experience Programme in four parts ,[object Object],[object Object],[object Object],[object Object],[object Object]

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

We’ve identified priority fixes and are starting to deliver them ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

And we’re now moving on to other ‘ease of doing business with’ areas ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Customer Pledge – early draft! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The SMP – Your role in the year ahead ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Dave Smith Presentation

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