Dave Smith Presentation


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Dave Smith Presentation

  1. 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. 2. Chief Customer Officer <ul><li>Group first </li></ul><ul><li>Key areas of focus </li></ul><ul><ul><li>Growth markets </li></ul></ul><ul><ul><li>Fulfilment and Direct Marketing (wider media audiences) </li></ul></ul><ul><ul><li>Customer Experience </li></ul></ul>
  3. 3. Which Customer? <ul><li>Focus on senders </li></ul><ul><ul><li>Bulk </li></ul></ul><ul><ul><li>SME </li></ul></ul><ul><li>Focus on recipients </li></ul><ul><ul><li>Individuals </li></ul></ul>SMP role in all
  4. 4. Which translates into a Customer Experience Programme in four parts <ul><li>Putting customers at the heart of everything we do by: </li></ul><ul><li>Helping everyone to understand what they need to do to improve customer loyalty </li></ul><ul><li>Fixing and improving products and processes in partnership with all functions </li></ul><ul><li>Making significant improvements to our core customer service </li></ul><ul><li>Introducing new easy to understand measures that everyone will see from top to bottom in the organisation </li></ul>
  5. 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. 6. We’ve identified priority fixes and are starting to deliver them <ul><li>We’re fixing and improving products and processes, working in partnership with all functions </li></ul><ul><li>Operations priorities are agreed and being communicated </li></ul><ul><li>Measures for each of these in Quality & Service Integrity measures </li></ul><ul><li>World Class Mail approaches used to agree and deploy fixes </li></ul><ul><li>Piloting this approach with Redirections and now expanding to others </li></ul><ul><li>Ts and Cs and delivery changes plus compensation finalised for Postcomm notification </li></ul>
  7. 7. And we’re now moving on to other ‘ease of doing business with’ areas <ul><li>Already working with finance to address order to cash pipeline issues. </li></ul><ul><li>Reviewing future web architecture and service touchpoints </li></ul><ul><li>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 </li></ul><ul><li>Addressing our claims processes and systems </li></ul><ul><li>Looking at future requirements for contact channels </li></ul>
  8. 8. The Customer Pledge – early draft! <ul><li>The Royal Mail Customer Pledge (to consumers and businesses) </li></ul><ul><li>I will deliver to every corner of the UK </li></ul><ul><ul><li>We will reach ALL your customers </li></ul></ul><ul><li>I will keep our promises </li></ul><ul><ul><li>We will focus on reliability and business continuity </li></ul></ul><ul><li>I will provide intelligent solutions to your needs </li></ul><ul><ul><li>We will deliver new and innovative solutions to your evolving needs </li></ul></ul><ul><li>I will provide personal, caring treatment </li></ul><ul><ul><li>We will treat you as the ONLY customer </li></ul></ul><ul><li>I will measure our success by your judgment </li></ul><ul><ul><li>You are the ultimate judge of our performance </li></ul></ul>
  9. 9. The SMP – Your role in the year ahead <ul><li>When we get greater regulatory freedom in the Bulk Mail markets, what are the value add customer priorities? </li></ul><ul><ul><li>Product and pricing plan development </li></ul></ul><ul><ul><li>Service </li></ul></ul><ul><ul><li>Capability </li></ul></ul><ul><ul><li>Royal Mail positioning in the communications market </li></ul></ul><ul><li>There are thousands of mail and fulfilment customers who don’t use DM </li></ul><ul><ul><li>Ambassadors for growth </li></ul></ul><ul><ul><li>Feedback agents for change </li></ul></ul>
  10. 10. Thank you