33. Business Practice = Cust Sat BRANCHES SHUTTING DOWN INTERNET BANKING GOES MAINSTREAM Source: Roy Morgan
34. The Direct Banking ChallengeProcess Completion RESEARCH > ADVICE > APPLY > VERIFY > DOCS > SETTLE > POST SALE BRANCH CONTACT CENTRE ONLINE
44. Get your balance right DIFFERENTIATORS DIFFERENTIATORS DIFFERENTIATORS BASICS BASICS BASICS Getting the basics right is both a key customer experience requirement And an industry differentiator!
46. 7 things to achieve best practice What would Richard do? Lawyers are customers too Computers n stuff Eggs in baskets A black turtleneck will set you free A black turtleneck will set you apart I’m famous, but you’ve never heard of me
47. 1 – What would Richard do?Maintain the brand throughout ALL interactions
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49. 1 – Maintain the brand throughout all interactions Understand your uniqueness Hire for attitude, train for skill Create the culture Change your business before you tell people about it Getting your people on board is critical
50. 2 – Lawyers are customers tooLive the end to end customer experience
51. 2 – Live the end to end experience Take a customer centric view Find moments of truth, points of weakness Understand the cust exp life cycle Put yourself in their shoes Foster any beginnings of unique communities or interests
57. 3 – Computers n StuffLeverage integrated or single platform technology
58. 3 – Leverage integrated or single platform technology Simplify (doesn’t nec mean centralise) Understand there will be some client side capability The device in the hand
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60. 4 – Careful of too many eggs in too few basketsSingle or multi channel bias can be equally beneficial and dangerous
62. 4 – Careful of too many eggs in too few baskets Start doing one channel very well Over time you need to get all the areas done well Despite focus on growing channels, Good multi-channel CX is more valuable when things go wrong
63. 5 – Black turtlenecks can set you freeUnderstand the importance of design
64. 5 – Understand the importance of design Not just the way things look, it’s how things work Use design thinking as a process – start with all the options and ideation Filter, choose some, make prototypes Test, test, test, launch then test
66. Spaces - Qantas First Class Lounge Nice - but are the planes on time?
67. 6 – Black turtlenecks can set you apartDo it better, or differently, or preferably both
68. 6 – Do it better, or differently, or preferably both Beat competitors at their own game Go for the mass market Create a new way of looking at things and/or - Create niches and communities of passionate customers and advocates Things that compete on cost don’t have to have poor CX, just meet expectations (where are they set?), or exceed them
75. 7 Ways To Best Practice Maintain the brand throughout ANY execution Live the end-to-end customer journey Leverage integrated or single platform tech Balance mix – great in 1 channel, good in many Understand the importance of design Do it better, or differently, preferably both Be Selective in what you want to be FAMOUS for
Does anyone get it right? Only Ubank are breaking the mould , but others are learning ... Its an interesting piece to understand – how do customers navigate a complicated business like yours? Like a bank?
