Day+1+ +1440+-+carlton+hood

242 views

Published on

Published in: Business, Economy & Finance
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
242
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Day+1+ +1440+-+carlton+hood

  1. 1. INSURANCE | INVESTMENT | SAVINGS | BANKING THE CUSTOMER’S MOST TRUSTED PARTNER Carlton Hood, Old Mutual
  2. 2. INSURANCE | INVESTMENT | SAVINGS | BANKING CREATING A SHARED CULTURE THAT IS TRULY ‘CUSTOMER FIRST’ 2 Five key tools kick-start culture change supported by strategic marketing Three enablers embed the change The aim is to create winning propositions for our customers
  3. 3. INSURANCE | INVESTMENT | SAVINGS | BANKING OUR BRAND IN OUR WORLD The Brand Promise Enabling positive futures is a promise we make to our customers. It must be true, distinctive, and compelling. 3
  4. 4. INSURANCE | INVESTMENT | SAVINGS | BANKING WEALTH CREATOR 4 Global Hero Peter Sandhurst PLAY AUDIO
  5. 5. INSURANCE | INVESTMENT | SAVINGS | BANKING EVP: EASY VALUED PEACE OF MIND 5 ‘It’s the way we do things around here’ “As a customer, you want to feel like you’re not just another number.” “We should be able to get our customers from A to B without barriers being put in our way.” “Making customers feel that we’re competent, that we’re responsible enough to handle their money.” SHOW VIDEO
  6. 6. INSURANCE | INVESTMENT | SAVINGS | BANKING FEEDBACK LOOPS 6
  7. 7. INSURANCE | INVESTMENT | SAVINGS | BANKING CULTURE. CUSTOMER METRICS WM Customer Metrics Operational NPS 7 accountability 4499 4(R) brand image 4449 3(O) being the best 3359 3(O) aiming high 3333 3(O) customer/client interests first 3293 6(R) achievement 3170 3(I) customer/client satisfaction 3131 2(O) integrity 3082 5(I) cost reduction 2982 1(O) commitment 2898 5(I) brand image 5273 3(O) accountability 4703 4(R) customer/ client interests first 4697 6(O) tamwork 3784 4(R) customer/client satisfaction 3715 2(O) aiming high 3464 3(O) commitment 3229 5(I) cost reduction 3101 1(O) diversity 2980 4(R) being the best 2878 3(O) OMEM Current Culture Values 2011 – 2012 comparison 2011 2012 -17 24.3 2011 Actual 2012 Actual
  8. 8. INSURANCE | INVESTMENT | SAVINGS | BANKING COMMUNICATION IS KEY Powering customer centricity through culture change 8 A consistent flow of communication is key to changing a culture. The mark of success of the 5 key tools is embedding them in the business. The enablers that will turn these tools into action are:  Regular flow of communications  Customer proof points  Employee engagement interactive workshops  Customer Focused Induction training  Customer intranet site  Management behaviours  Recognition programmes that reward customer centric behaviour SHOW VIDEO

×