1.
MiWay presentation
Providing leadership to influence
customer experience
René Otto
13 March 2013

2.
MiWay built a company:
• With 170,000 clients
• Turnover of R1 billion p/a
• Over 1,000 staff members
• In 4 ½ years
About MiWay
MiWay is essentially:
• A service orientated business
• Customer experience is paramount

3.
The MiWay Story
1. The Regulatory Landscape
2. MiWay’s customer experience: three key
differentiators
3. Four core values
4. Value of accountability
5. Value based culture
6. How do we know it works?
7. How did we achieve this?

4.
• Consumer Protection Act
• Treating Customers Fairly
• Good business sense for sustainable success
1. The Regulatory Landscape

5.
2. MiWay Customer Experience
Designed around three key differentiators, namely:
• Unique on-line experience
• Loyalty rewards regardless of claims made
• Client service focus embedded in culture

6.
Culture is based on four core values, namely:
• Freedom
• Attitude
• Energy
• Accountability
3. Core Values

7.
4. Value of Accountability
• The value of accountability specifically relates to
keeping promises made to our customers.
• We have zero tolerance approach to staff who don’t
keep promises to clients.
• If you can’t get something basic right , you can’t
work at MiWay.

8.
5. Values Based Culture
The values based culture, which forms the invisible
force that drives behaviour towards colleagues and
customers, is inculcated through:
• Induction
• Peer review (weekly Samurai Sword floating trophy)
• All forms of communication built around the four
values.

9.
6. How do we know it works?
• Hellopeter.com – in management’s email in-boxes
• Ask Afrika Orange Index Award
• Deloitte’s Best Company To Work For
• Ombudsman Award
• Feedback on Website

10.
7. How did we achieve this?
• Leadership from the top
• Actively managing Hellopeter rating
• Courageous decision to allow client feedback on
MiWay website
• Engagement of every staff member via peer review
• Making heroes of those who display the right
behaviour
• Zero tolerance of wrong behaviour

11.
8. How did we achieve this?
• Believing in our people
• “It is not the task of leadership to put greatness into
people, but to elicit it – the greatness is there
already.” – John Buchan.

12.
• CEO needs to ‘own’ customer experience, together
with the rest of the team. Its not a function that can
be delegated to an Exco role. It requires leadership
from the top.
• Courageous decisions often lead to great rewards.
• Culture drives behaviour. The right culture drives the
right behaviour.
• Staff engagement is a winning recipe.
9. Narrative

13.
Thank you