SlideShare a Scribd company logo
1 of 14
What it means to be a 
challenger brand 
How to challenge the 
Status Quo and win 
Justin Haines 
Customer Services Director
“Trust is hard won 
and easily lost”
The OVO story so far…
Not energy 
Share savings 
Technology 
Being fair 
Price transparency
Get to know your 
customers?
It’s all about the quality
Word of mouth 
is invaluable
Technology – use it 
or lose them
MI & competition 
55%
Does it always go well?
To build a company 
fit for the future, you 
must be in the business 
of creating and 
maintaining trust
?

More Related Content

What's hot

Tiering, Prioritising, and Segmenting Your Customers
Tiering, Prioritising, and Segmenting Your CustomersTiering, Prioritising, and Segmenting Your Customers
Tiering, Prioritising, and Segmenting Your CustomersGainsight
 
Ceb customer loyalty_ebook_final_902
Ceb customer loyalty_ebook_final_902Ceb customer loyalty_ebook_final_902
Ceb customer loyalty_ebook_final_902zafran0710
 
Measuring Customer Satisfaction: CSAT, CES and NPS compared
Measuring Customer Satisfaction: CSAT, CES and NPS comparedMeasuring Customer Satisfaction: CSAT, CES and NPS compared
Measuring Customer Satisfaction: CSAT, CES and NPS comparedCheckMarket
 
The future of sales
The future of sales   The future of sales
The future of sales Thijs Jenné
 
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement CrisisGWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisisgamificationworldcongress
 
I am CRM confused
I am CRM confusedI am CRM confused
I am CRM confusedThuan Ta
 
Land & Expand - Growing Revenue through Customer Success
Land & Expand - Growing Revenue through Customer SuccessLand & Expand - Growing Revenue through Customer Success
Land & Expand - Growing Revenue through Customer SuccessTotango
 
Exceptional customer services by M. Saleem
Exceptional customer services by M. SaleemExceptional customer services by M. Saleem
Exceptional customer services by M. SaleemMuhammad Salim - CHRP
 
What is the Customer Effort Score (CES)?
What is the Customer Effort Score (CES)?What is the Customer Effort Score (CES)?
What is the Customer Effort Score (CES)?CheckMarket
 
Experience Management : How Online Reviews Can Make or Break Your Company
Experience Management: How Online Reviews Can Make or Break Your CompanyExperience Management: How Online Reviews Can Make or Break Your Company
Experience Management : How Online Reviews Can Make or Break Your CompanyLaura Monroe
 
The insight selling era - live webcast with LinkedIn & CEB
The insight selling era - live webcast with LinkedIn & CEBThe insight selling era - live webcast with LinkedIn & CEB
The insight selling era - live webcast with LinkedIn & CEBKevin Ryan
 
How to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer JourneyHow to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer JourneySatmetrix
 

What's hot (14)

Tiering, Prioritising, and Segmenting Your Customers
Tiering, Prioritising, and Segmenting Your CustomersTiering, Prioritising, and Segmenting Your Customers
Tiering, Prioritising, and Segmenting Your Customers
 
Ceb customer loyalty_ebook_final_902
Ceb customer loyalty_ebook_final_902Ceb customer loyalty_ebook_final_902
Ceb customer loyalty_ebook_final_902
 
Measuring Customer Satisfaction: CSAT, CES and NPS compared
Measuring Customer Satisfaction: CSAT, CES and NPS comparedMeasuring Customer Satisfaction: CSAT, CES and NPS compared
Measuring Customer Satisfaction: CSAT, CES and NPS compared
 
The future of sales
The future of sales   The future of sales
The future of sales
 
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement CrisisGWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis
GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis
 
I am CRM confused
I am CRM confusedI am CRM confused
I am CRM confused
 
Land & Expand - Growing Revenue through Customer Success
Land & Expand - Growing Revenue through Customer SuccessLand & Expand - Growing Revenue through Customer Success
Land & Expand - Growing Revenue through Customer Success
 
Exceptional customer services by M. Saleem
Exceptional customer services by M. SaleemExceptional customer services by M. Saleem
Exceptional customer services by M. Saleem
 
What is the Customer Effort Score (CES)?
What is the Customer Effort Score (CES)?What is the Customer Effort Score (CES)?
What is the Customer Effort Score (CES)?
 
Experience Management : How Online Reviews Can Make or Break Your Company
Experience Management: How Online Reviews Can Make or Break Your CompanyExperience Management: How Online Reviews Can Make or Break Your Company
Experience Management : How Online Reviews Can Make or Break Your Company
 
The insight selling era - live webcast with LinkedIn & CEB
The insight selling era - live webcast with LinkedIn & CEBThe insight selling era - live webcast with LinkedIn & CEB
The insight selling era - live webcast with LinkedIn & CEB
 
Developing Your Personal Customer Service Strategy
Developing Your Personal Customer Service StrategyDeveloping Your Personal Customer Service Strategy
Developing Your Personal Customer Service Strategy
 
Net promoter score
Net promoter scoreNet promoter score
Net promoter score
 
How to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer JourneyHow to Use Net Promoter Score to Transform the Customer Journey
How to Use Net Promoter Score to Transform the Customer Journey
 

More from Rant & Rave

What is Emotional Engagement Really About?
What is Emotional Engagement Really About?What is Emotional Engagement Really About?
What is Emotional Engagement Really About?Rant & Rave
 
How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
 
10 Game Changers for Customer Experience
10 Game Changers for Customer Experience10 Game Changers for Customer Experience
10 Game Changers for Customer ExperienceRant & Rave
 
6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact CentreRant & Rave
 
Customer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterCustomer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterRant & Rave
 
Customer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosCustomer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosRant & Rave
 
Using customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceUsing customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceRant & Rave
 
Tales of good and bad customers
Tales of good and bad customersTales of good and bad customers
Tales of good and bad customersRant & Rave
 
Financial services customers and their emotions
Financial services customers and their emotionsFinancial services customers and their emotions
Financial services customers and their emotionsRant & Rave
 
Customer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisCustomer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisRant & Rave
 
Customer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsCustomer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsRant & Rave
 
Customer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherCustomer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherRant & Rave
 
Customer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionCustomer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionRant & Rave
 
Maria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionMaria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionRant & Rave
 
The Rant & Rave Platform
The Rant & Rave PlatformThe Rant & Rave Platform
The Rant & Rave PlatformRant & Rave
 
The Raving Difference
The Raving DifferenceThe Raving Difference
The Raving DifferenceRant & Rave
 
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014Rant & Rave
 

More from Rant & Rave (17)

What is Emotional Engagement Really About?
What is Emotional Engagement Really About?What is Emotional Engagement Really About?
What is Emotional Engagement Really About?
 
How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...How the world embraced customer experience in 2015: A visual journey to inspi...
How the world embraced customer experience in 2015: A visual journey to inspi...
 
10 Game Changers for Customer Experience
10 Game Changers for Customer Experience10 Game Changers for Customer Experience
10 Game Changers for Customer Experience
 
6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre6 Top Tips For Employee Engagement in the Contact Centre
6 Top Tips For Employee Engagement in the Contact Centre
 
Customer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola CollisterCustomer Experience in the Contact Centre - Nicola Collister
Customer Experience in the Contact Centre - Nicola Collister
 
Customer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis MaosCustomer Experience in the Contact Centre - Yiannis Maos
Customer Experience in the Contact Centre - Yiannis Maos
 
Using customer emotion to learn and improve experience
Using customer emotion to learn and improve experienceUsing customer emotion to learn and improve experience
Using customer emotion to learn and improve experience
 
Tales of good and bad customers
Tales of good and bad customersTales of good and bad customers
Tales of good and bad customers
 
Financial services customers and their emotions
Financial services customers and their emotionsFinancial services customers and their emotions
Financial services customers and their emotions
 
Customer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis FoisCustomer Engagement Raveolution - Dennis Fois
Customer Engagement Raveolution - Dennis Fois
 
Customer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew RichardsCustomer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew Richards
 
Customer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew GallagherCustomer Engagement Raveolution - Andrew Gallagher
Customer Engagement Raveolution - Andrew Gallagher
 
Customer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel DiscussionCustomer Engagement Raveolution - Panel Discussion
Customer Engagement Raveolution - Panel Discussion
 
Maria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement RaveolutionMaria McCann - Customer Engagement Raveolution
Maria McCann - Customer Engagement Raveolution
 
The Rant & Rave Platform
The Rant & Rave PlatformThe Rant & Rave Platform
The Rant & Rave Platform
 
The Raving Difference
The Raving DifferenceThe Raving Difference
The Raving Difference
 
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014
Papa John's - Acting on our Rants & Raves one slice at a time - CEW 2014
 

Recently uploaded

Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfAlex Barbosa Coqueiro
 
What is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfWhat is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfMounikaPolabathina
 
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxUse of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxLoriGlavin3
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc
 
Training state-of-the-art general text embedding
Training state-of-the-art general text embeddingTraining state-of-the-art general text embedding
Training state-of-the-art general text embeddingZilliz
 
From Family Reminiscence to Scholarly Archive .
From Family Reminiscence to Scholarly Archive .From Family Reminiscence to Scholarly Archive .
From Family Reminiscence to Scholarly Archive .Alan Dix
 
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptxThe Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptxLoriGlavin3
 
The State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxThe State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxLoriGlavin3
 
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek SchlawackFwdays
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxLoriGlavin3
 
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxA Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxLoriGlavin3
 
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024BookNet Canada
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024BookNet Canada
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebUiPathCommunity
 
The Ultimate Guide to Choosing WordPress Pros and Cons
The Ultimate Guide to Choosing WordPress Pros and ConsThe Ultimate Guide to Choosing WordPress Pros and Cons
The Ultimate Guide to Choosing WordPress Pros and ConsPixlogix Infotech
 
Sample pptx for embedding into website for demo
Sample pptx for embedding into website for demoSample pptx for embedding into website for demo
Sample pptx for embedding into website for demoHarshalMandlekar2
 
DevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsDevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsSergiu Bodiu
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024BookNet Canada
 
Gen AI in Business - Global Trends Report 2024.pdf
Gen AI in Business - Global Trends Report 2024.pdfGen AI in Business - Global Trends Report 2024.pdf
Gen AI in Business - Global Trends Report 2024.pdfAddepto
 
Advanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionAdvanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionDilum Bandara
 

Recently uploaded (20)

Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdf
 
What is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfWhat is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdf
 
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxUse of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
 
Training state-of-the-art general text embedding
Training state-of-the-art general text embeddingTraining state-of-the-art general text embedding
Training state-of-the-art general text embedding
 
From Family Reminiscence to Scholarly Archive .
From Family Reminiscence to Scholarly Archive .From Family Reminiscence to Scholarly Archive .
From Family Reminiscence to Scholarly Archive .
 
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptxThe Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
 
The State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxThe State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptx
 
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
 
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxA Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
 
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio Web
 
The Ultimate Guide to Choosing WordPress Pros and Cons
The Ultimate Guide to Choosing WordPress Pros and ConsThe Ultimate Guide to Choosing WordPress Pros and Cons
The Ultimate Guide to Choosing WordPress Pros and Cons
 
Sample pptx for embedding into website for demo
Sample pptx for embedding into website for demoSample pptx for embedding into website for demo
Sample pptx for embedding into website for demo
 
DevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsDevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platforms
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
 
Gen AI in Business - Global Trends Report 2024.pdf
Gen AI in Business - Global Trends Report 2024.pdfGen AI in Business - Global Trends Report 2024.pdf
Gen AI in Business - Global Trends Report 2024.pdf
 
Advanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionAdvanced Computer Architecture – An Introduction
Advanced Computer Architecture – An Introduction
 

Customer Engagement Raveolution - Justin Haines