ICD Introductory

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This is simply a series of slides to position what we do as a company. Happy to walk through with any interested party. Russell

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  • Russell Biggart
    Extensive experience in financial services sales and marketing
    Expert customer management consultant
    Experienced coach and trainer (CIM)
    Liz Moody
    Extensive experience in health care & financial services
    Sales and marketing background
    Customer management strategy design
    Associate Director of CIM
  • ICD are a specialist business consultancy focussed on developing great
    customer management practice amongst our clients. To do that we need to take
    a holistic view of the challenges that they have in order to focus in on the real
    priorities that will make a difference to their intermediary or end customers, in
    turn.
    HR / People & Culture - In the current business environment, taking the customer’s lead and developing products and services that they want and need is the primary basis of competitive advantage.
    Depending on existing frameworks, this may entail a sizeable shift in thinking as the onus falls on the company to provide a framework and culture that is focussed on customer centricity.
    In addition to consultancy, ICD have developed a potent mix of workshops, training, coaching and facilitation to ensure and sustain the alignment of employees and their behaviours to a customer centric approach.
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  • Weighted percentage
    Which means that by working on these 8 first areas you achieve almost a 70% improvement in your service
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  • Increasingly, companies are building for the future by developing their customer base.
    The unique ICD BM (developed in-house, based on extensive industry experience) looks at 3 FUNDAMENTAL AREAS central to customer excellence. It is used to specifically design and facilitate the optimum structure and behaviours for those employees responsible for business development through successful customer relationships.
    The model is adaptable to any environment – call centre, B2B or consumer market- and will easily dovetail into any existing framework.
    Through application of the ICD BM, customer requirements and preferred experiences may be tested on an on-going basis. It will help ensure that the right individuals are recruited and undergo appropriate training enabling JOB EXCELLENCE.
    The model can be used to develop a bench-marking system to measure staff performance in relation to customer relationship management. Over time this can be used to determine employee-training requirements.
    The ICD BM helps ensure that individuals’ roles are CUSTOMER SHAPED!
    It is an investment that will yield improved results through ensuring delivery processes are tailored exactly to the customers needs.
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    We think you understand where you are trying to get to - we can help you to flesh out and design the route map along the way and can support you in the steps you need to take, whether they be design and delivery of training or additional support in the form of consultancy.
  • ICD Introductory

    1. 1. www.icd-partnership.co.ukwww.icd-partnership.co.uk Intelligent Customer Development: Introductory Presentation Nov 2010
    2. 2. www.icd-partnership.co.uk Who are we? • Leading Customer Experience Management Consultancy practice • Specialist learning and development provider in customer management: sales, marketing, process & quality, research and customer service • ICD INSIGHT Research and Measurement (methodologies and programmes) What do we do? Improve the relationships our Clients have with their customers.
    3. 3. www.icd-partnership.co.uk Help you put your customers’ needs first and achieve mutually profitable and sustainable relationships What do we do?
    4. 4. www.icd-partnership.co.uk Meet the Directors Russell Liz
    5. 5. www.icd-partnership.co.uk Our Vision … We inspire and enable Clients to put their customers’ needs first through mutually profitable and sustainable relationships. We support Clients to create a customer centric organisation with business relationships, processes, products and services that really deliver value.
    6. 6. www.icd-partnership.co.uk We help our Clients to.. • Identify and understand customer value • Manage and meet customer expectations • Create a ‘customer centric culture’ supported with the right learning and development • Measure and improve the customer experience Why is this important? Customer Satisfaction is the key to Retention and Retention is the key to Profitability!
    7. 7. www.icd-partnership.co.uk Focus on Customer Value Strategy Economic Behaviour Operation Customer Value
    8. 8. www.icd-partnership.co.uk ICD insight: Summary offering • Data Management and Analysis • Research and measurement (methodology and collection) • Interpretation and analysis (‘so what’) • Dynamic Reporting • Action Planning and project design
    9. 9. www.icd-partnership.co.uk Our partner - ServiceTick in action on the Web…
    10. 10. www.icd-partnership.co.uk Tools and Methods • Key Client Reviews (relationship assessment) • Customer Partnering Process (Partnership Management: Design and Maintenance) • Customer Experience Design Methodology (changes processes to experiences) • Customer Value Index (Measurement framework to determine what drives value, CRI, CSI etc) • ICD Behavioural Model (specifies the customer behaviours) • Customer Centricity Assessment (baseline the customer awareness and knowledge) • Marketing effectiveness Audit (Assesses the business’s current contact strategy in developing good customer management)
    11. 11. www.icd-partnership.co.uk Partnering Stages Model Formation Management and Governance Performance Purpose Increase Effectiveness Improve Efficiency Partners Criteria Process Programs Relational Selling Retention Marketing Co-op agreements Strategic Partnerships Role Specification Communication Common Bonds Planning Process Process Alignment Employee Motivation Monitoring Process Relationship Performance Financial Marketing Strategic Operational General Evolution Enhancement Termination
    12. 12. www.icd-partnership.co.uk Training: Tools and materials • ADAPT programme (account development) • Coaching proposition in Customer Managment • General Portfolio of training programmes • Customer Centricity Audit • Customer Behavioural Model • Previous workshops and materials (Customer Experience Design, Retention, Advanced Comms etc) • Previous case studies and testimonials
    13. 13. www.icd-partnership.co.uk A reference point!! Professor Tzokas: 'I have worked closely alongside the Directors at the ICD Partnership and would endorse their consulting approach to the development of customer management and customer focus strategies. Their consulting tools are sound, and are based on good research and principles, enabling them to create pragmatic and appropriate solutions for their clients. There are few companies in the UK with such skills and applications and I would gladly commend them to any potential buyer'
    14. 14. www.icd-partnership.co.uk Some satisfied Clients … • AEGON EB: (construction of Customer Sat Index) • SGN (construction of CSI) • Audit Scotland (Research programme B:C) • Abbey National (Field ops/key client review) • Prudential: (Partnership assessment/Key Client Reviews) • Scotia Gas Network (Customer service staff development) • Scotia Gas Network (Customer Sat Index) • National Blood Service (Field operations Development) • SQA (Business dev and customer services assessment) • Standard Life (Communications and campaigns, Driving up responses) • Scottish Widows (Campaigns - building the ‘black box’) • AEGON (Training and development of marketing staff) • Capability Scotland (Business Dev/Support staff) • SEPA (Customer Focus Programme)
    15. 15. www.icd-partnership.co.uk Some of our clients….. • Standard Life • Royal Bank Group • AEGON • SFHA • Capability Scotland • Menzies Distribution • EDC • Scottish Water • Dunfermline Bldg Soc • Oran Group • Scottish Society of Autism • National Blood Service • Prudential • Hilton Ed • Scottish Widows • Iicorr • Apex Hotels • Gleneagles • Awards UK • BUPA • Clydesdale Bank • Edrington Group • Grahams Dairies • Macdonald Hotels • Business Stream • SGN
    16. 16. www.icd-partnership.co.uk Customer Experience DEFINE CUSTOMERS/ STAKEHOLDERS DETAIL HIGH LEVEL PROCESS COMPONENTS IDENTIFY STAKEHOLDERS REQUIREMENTS DEFINE COMPONENTS OF CUSTOMER EXPERIENCE MODEL "IDEAL" CUSTOMER EXPERIENCE COMPLETE DETAILED PROCESS DEFINITION ATTRIBUTE COMPONENTS OF CUSTOMER EXPERIENCE TO PROCESS STEPS DEFINE HOW COMPONENT OF EXPERIENCE IS TO BE DELIVERED VALIDATION OF CUSTOMER EXPERIENCE DESIGN AND QUANTIFICATION OF VALUE TARGET CUSTOMER EXPERIENCE COMPONENTS BUSINESS IMPLEMENTATION PLAN DELIVERING THE CUSTOMER EXPERIENCE DEFINE DETAILED PROCESS STEPS Step 1 Step 2 Step 4Step 3
    17. 17. www.icd-partnership.co.uk Owning change
    18. 18. www.icd-partnership.co.uk Worst Best CSI Impact Cumul. Effect Rank General Specific 1 1.5 2 2.5 3 3.5 4 % Overall + § 14.5 1 Pricing Speed of issuing quote + § 10.6 24.8 2 Renewal Agreement Speed issue of renewal accounts + § 10.0 32.8 3 Underwriting Speed of decision + § 6.6 39.4 4 Rate Review Speed issue renewal quotation + § 6.1 45.5 5 Renewals Accuracy of Scheme of accounts + § 6.1 51.2 6 Renewals Info on progress + § 4.2 55.4 7 General Statements Ease of getting thru’ 1st time + § 4.1 59.5 8 Renewals Timely notification + § 3.4 62.9 9 Quotation accepted Speed of issuing initial account after receipt of scheme data + § 3.2 65.7 10 Underwriting Clarity of terms + § 2.7 68.4 11 Complaints process Speed of dealing with & resolving formal complaints + § 2.0 70.8 12 Renewals Clarity & format of invoices & statements + § 1.9 72.7 13 General Statements Helpfulness & efficiency of admin staff + § 1.8 74.5 14 Complaints process Clarity of complaints process + § 1.8 76.3 15 Pricing Efficiency in requesting any additional information for provision of quote + § 1.7 78.0 16 Claims Keeping you informed of progress + § 1.6 79.6 17 Underwriting Amount of underwriting required + § 18 Claims Ongoing Claims Management + § Where do we concentrate our effort?
    19. 19. www.icd-partnership.co.uk National Regional Aldershot Ashford DundeeCoatbridgeBicester Dunfermline Edinbu CustomerExperience Scores&Rankings Performance Rank PerformanceRankvSGNPerformance RankvSGN Performance RankvSGNPerformanceRank Performance Rank PerformanceRank PerformanceRank PerformanceRank Performance Rank Performance Quality ofCustomerServiceCentreStaff 8.0 5 8.0 4 8.2 6 7.7 8.0 7.8 8.4 7.9 8.7 8.4 7.2 Quality ofStaffwhoundertakethework 8.2 2 8.1 2 8.4 2 8.2 8.1 7.7 8.4 8.3 9.2 8.8 7.3 Quality ofwork undertaken 8.2 3 8.1 2 8.4 2 8.1 7.9 7.8 8.6 8.2 8.8 8.5 7.3 Tidiness ofproperty afterthejobis completed 8.0 4 7.9 5 8.3 5 7.7 7.8 7.4 8.6 7.4 8.7 8.3 7.5 DealingwithEnquiries effectively 7.6 8 7.4 8 7.9 7 7.4 7.7 7.3 8.1 7.6 8.2 7.8 6.4 Timely communicationaroundall services provided 7.4 10 7.2 11 7.8 8 7.1 7.5 6.8 7.9 7.2 8.2 8.0 6.0 Speedofresponsetoemergency call out service 8.7 1 8.5 1 8.9 1 8.7 8.7 8.3 8.5 8.0 8.8 9.0 8.1 Efficiency ofissuingquotes forconnections/disconnections 7.8 7 7.9 5 7.8 8 7.6 7.7 7.2 8.0 8.3 7.6 8.3 7.8 Speedofundertakingconnections & disconnections 7.5 9 7.4 8 7.8 8 7.4 7.3 7.7 7.8 7.4 7.4 7.5 7.4 Efficiency ofofrepairs & replacements togas mains 7.9 6 7.7 7 8.4 2 7.6 7.9 7.0 8.0 8.0 8.8 8.4 6.6 Reasonabletimescaleforrepairs/replacements togas mains 7.4 11 7.3 10 7.8 8 7.1 7.1 6.7 7.6 7.5 7.9 7.5 6.8
    20. 20. www.icd-partnership.co.uk How To Improve Satisfaction by 70% (Guests) Index 1 1.2 1.4 1.6 1.8 2 2.2 2.4 2.6 2.8 3 3.2 3.4 3.6 3.8 4 2.16 10% Q17 Quality of external appearance & surroundings + $ 1.76 17% Q21 Helpfulness & friendliness of staff + $ 1.68 22% Q8 Size and layout of bedrooms + $ 2.8 30% Q14 Food and drinks in room + $ 1.56 35% Q7 Knowledge & helpfulness of staff in orienting me on arrival + $ 2.6 43% Q26 Follow up contact and communication + $ 1.92 48% Q19Cleanliness & tidiness of public areas + $ 1.56 53% Q13 Bathroom condition and Toiletries range + $ 1.32 58% Q15 Food and drinks around the hotel + $ 1.12 61% Q11 Quality and range of in room Facilities + $ 1.56 66% Q18 Comfort and style of furnishings in public areas + $ 1.36 69% Q5 Speed of check-in and registration + $ 1.2 72% Q23 Accuracy of billing + $
    21. 21. www.icd-partnership.co.uk How To Improve Booker Satisfaction by 80% Index 1 1.2 1.4 1.6 1.8 2 2.2 2.4 2.6 2.8 3 3.2 3.4 3.6 3.8 4 3.122 10% Q11 Speed of registration + $ 3.755 19% Q12 Efficiency of registration process + $ 2.857 27% Q10 Friendliness of welcome + $ 3.286 35% Q14 Size of function/meeting room + $ 2.816 42% Q20 Ease of communication with hotel staff supporting event + $ 2.347 48% Q9 Attention to detail, professionalism & helpfulness of events planning staff + $ 2.429 56% Q7 Anticipation of requirements & Special requests + $ 2.347 62% Q13 Knowledge & helpfulness of C&E staff to orientate + $ 2.551 68% Q25 Quality check & feedback + $ 1.878 72% Q4 Accuracy of contracts and terms + $ 1.531 75% Q19 Quality & efficiency of catering Arrangements + $ 1.469 78% Q2 Knowledge & attitude of reservations/events staff + $ 1.347 81% Q8 Checking ahead for final changes & alterations to bookings + $ 1.429 Q26 Advanced planning & continuous improvement + $ 1.102 Q22 Quality of external appearance & surroundings + $
    22. 22. www.icd-partnership.co.uk Reporting Example
    23. 23. www.icd-partnership.co.uk
    24. 24. www.icd-partnership.co.uk ICD Behavioural Model © Customer Focus Resource Management Managing Relationships Information Analysis Solutions Mutual Agreement Money Time People Tools & Facilities Process Managing Environment Interaction Pro-actively meeting and exceeding customer expectations Leads the team to focus on the customer Sets standards within own area of control Demonstrates a long-term perspective to the customer Helpful in day to day customer contact Responsive to customer needs Demonstrates flexibility and adaptability throughout the relationship management cycle Seeks out information with the customer Creates the climate with t he customer to enable the flow of information Effectively analyses the information gathered Ensures solutions are effective Plans how to deliver the solution(s) Agrees the solution with the customer Manages others in the customer relationship process Manages time effectively Appreciates financial constraints Effectively utilises tools and facilities available
    25. 25. www.icd-partnership.co.uk PA’s/Reception Staff/Inbound service admin Customer Relationship Behaviours Customer Focus Resource Management Managing Relationships Information Analysis Solutions Mutual Agreement Money Time People Tools & Facilities Process Managing Environment Interaction Pro-actively meeting and exceeding customer expectations Helpful in day to day customer contact Responsive to customer needs Seeks out information with the customer Creates the climate with the customer to enable the flow of information Manages others in the customer relationship process Manages time effectively Effectively utilises tools and facilities available
    26. 26. www.icd-partnership.co.uk BDM/HOS/SM principle roles Customer Relationship Behaviours Customer Focus Resource Management Managing Relationships Information Analysis Solutions Mutual Agreement Money Time People Tools & Facilities Process Managing Environment Interaction Pro-actively meeting and exceeding customer expectations Leads the team to focus on the customer Sets standards within own area of control Demonstrates a long-term perspective to the customer Helpful in day to day customer contact Responsive to customer needs Demonstrates flexibility and adaptability throughout the relationship management cycle Seeks out information with the customer Creates the climate with the customer to enable the flow of information Effectively analyses the information gathered Ensures solutions are effective Plans how to deliver the solution(s) Agrees the solution with the customer Manages others in the customer relationship process Manages time effectively Appreciates financial constraints Effectively utilises tools and facilities available Champions the customer within the organisation Maintains an ongoing relationship with the customer Influences others to achieve customer relationship goals
    27. 27. www.icd-partnership.co.uk Working with you
    28. 28. www.icd-partnership.co.uk
    29. 29. www.icd-partnership.co.uk The project plan!!
    30. 30. www.icd-partnership.co.uk We believe in …. • Working with our Clients to achieve successful, workable business solutions • Understanding the context in which our Clients operate • Optimising Client investment in time and resources • Ensuring that everything we deliver is pragmatic, realistic and sustainable.
    31. 31. www.icd-partnership.co.uk Our commitment to you … • We don’t just fulfil contracts, we form lasting relationships. • We have proven methods, are knowledgeable and passionate about customer relationships. • We will speak for your customers and lead you to pragmatic solutions for optimising the value you can create from them. Most importantly …. • We will never recommend a solution that we do not believe to be sustainable.
    32. 32. www.icd-partnership.co.uk And what they say …. • "I have been on so many training courses and workshops but I can honestly say that this was the best ……. you had obviously taken the time to understand our business context and how you incorporated it in the training and examples used.“ Katherine Howell, NBS • “I think the support we got was exactly what we were looking for, without being overbearing. In particular, the support we received for the workshops was excellent and the workshops were a great success because of it.” Malcolm Reed, Scottish Equitable • “It was great to see that first thing on Monday morning there was a distinct change in the individuals’ approach and also greatly improved handling of enquiries. The impact of this initiative was immediate!” Customer Services Manager, SGN
    33. 33. www.icd-partnership.co.uk And more..…. “.. The ICD approach has created an internal team of change agents... a way of ensuring we can easily transfer the findings into operational priorities and personal objectives.” Simon Bailey, AEGON UK “ ..access to an experienced team with capabilities across the spectrum of research techniques... It’s like having research experts as an extension of my own marketing team.” Sheryl Glennie, Scottish Water “.. very professional, asked the right questions - we actually felt this research was meaningful” IFA customer respondent www.icdinsight.co.uk
    34. 34. www.icd-partnership.co.uk How can we help you?

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