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Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
Mothercare case study - Sharon Millard
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Mothercare case study - Sharon Millard

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  • 1. 23/05/2013@TransversalTalk #askTVL
  • 2. 23/05/2013@TransversalTalk #askTVLSharon MillardHead of Customer ServicesMothercare GroupImplementing a multi-channel strategy to meet the needsof the customer, whilst reducing cost and improvingservice
  • 3. 23/05/2013@TransversalTalk #askTVLIntroductionA short story of our initiative•Why did we need a knowledge managementstrategy?•How did self help deliver instant results?•The challenges•The benefits•Any questions
  • 4. 23/05/2013@TransversalTalk #askTVLWhy did we need a knowledgemanagement strategy?•Our expertise is ourUSP•Our brands arerecognised as a trustedsource of informationfor parents worldwide
  • 5. 23/05/2013@TransversalTalk #askTVLHow do we want customers to feel?Perception IS Reality!‘Computersays no’Trust andloyalty
  • 6. 23/05/2013@TransversalTalk #askTVLThe First Challenge•ELC outsourcing single first point of contact•Delivering brand consistency in outsourcedenvironment•Managing 1000% contact increases in peakseason•Contact reduction05,00010,00015,00020,00025,000ELC Total ContactsThis Year (11/12) Last Year (10/11)
  • 7. 23/05/2013@TransversalTalk #askTVLThe Second Challenge•Mothercare and ELC integration, 2 brands, 1engine, many faces•Delivering consistency across the group•Delivering cost reduction for in-house contactcentre•Integrating a multi channel environment
  • 8. 23/05/2013@TransversalTalk #askTVLThe Benefits•Empowering the customer to self serve•Reduced contacts•Cloning the best agent•Using people to add the most value•Learning what the customers really ask•Freeing agents to focus on quality•Sharing news fast
  • 9. 23/05/2013@TransversalTalk #askTVLLatest Challenges and the futureExpanding across new channels•Going Global with our franchise partners•M-commerce, Apps and Smartphones•Social Media•Continuing collaboration and engagement
  • 10. 23/05/2013@TransversalTalk #askTVLThe Message – Collaboration andEngagementPositiveCollaborationSharedCultureOneVision‘We passionately believewe can only be the bestif every single person inthe team makes acontribution tocontinually improve ouroverall standards’
  • 11. 23/05/2013@TransversalTalk #askTVL

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