Changing customer experience at RBS
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Talking to RBS staff about how thinking about fans in the work place could make a difference as they transition to WG
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Changing customer experience at RBS
- 1. A NEW CUSTOMER OF RBS
- 3. MY RGM A DIFFERENT EXPERIENCE CHANGED MY PERCEPTION OF RBS
- 4. NEVER BEFORE IN HISTORY HAVE PEOPLE BEEN CONNECTED BY SO MANY NETWORKS
- 5. 85% of people see mobile devices to be central to their everyday life 41% of people use their tablet and smartphone simultaneously at least once a day 91% of consumers who subscribe to brand text messages and agree that they’re useful 68% of consumers say it is important that companies they interact with are seen as a technology leader THE WORLD IS CHANGING HOW WE INTERACT…
- 6. THE WORLD IS CHANGING HOW WE SHOP… In 2013, more than £91 billion was spent online 95 % of British people are now buying goods via internet retailers Books make up 64 % of online buys
- 7. THE WORLD IS CHANGING BLACK FRIDAY John Lewis on Black Friday had its biggest trading week on record, sales up 22% on last year. Their internet traffic was up by 300%, online sales increasing by 42%. John Lewis boss Andy Street has however warned other retailers to rein in Black Friday deals next year, concerned with the pressure and concentration of sales.
- 8. THE WORLD IS CHANGING BLACK FRIDAY Argos, part of the Home Retail Group have also spoken out against Black Friday. In the 18 weeks to 3rd January 2015 the company had an 0.1% increase in sales, they had expected this to be 2%. John Walden, chief executive has said that Black Friday “significantly impacted the shape of Argos’ sales over its peak trading period”.
- 9. YOUR PEOPLE SPEND 1/3 OF THEIR WAKING HOURS AT WORK
- 10. Every decision YOU make affects THE BUSINESS YOUR PEOPLE SPEND 1/3 OF THEIR WAKING HOURS AT WORK
- 11. Every decision YOU make affects THE BUSINESS AND Every decision THE BUSINESS makes affects YOU YOUR PEOPLE SPEND 1/3 OF THEIR WAKING HOURS AT WORK
- 12. BUILDING THE WILLIAMS & GLYNN BRAND IS DOWN TO YOU
- 13. YOU WILL BE KNOWN TO THE PUBLIC BY HOW YOU OPERATE
- 15. EMPLOYEES HAVE A RESPONSIBILITY TO BE THE BEST THEY CAN BE
- 16. OUR FAN SCALE
- 17. YOUR WORKPLACE?
- 18. YOUR WORKPLACE? IMAGINE IF YOU COULD MOVE EVERYBODY UP THE SCALE…