Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Service Design Network UK Conference - James Samperi and Emma Watkins

511 views

Published on

James Samperi and Emma Watkins

Published in: Design
  • Be the first to comment

  • Be the first to like this

Service Design Network UK Conference - James Samperi and Emma Watkins

  1. 1. www.service-design-conference.com/london# S D N U K 1 6 @ s d n _ u k @ S D N e t w o r k Service Design Network UK Conference 3 0 J U N E 2 0 1 6 - L O N D O N
  2. 2. DEVELOPING A DISTINCTLY VIRGIN CUSTOMER SERVICE THE PROOF IS IN YOUR PEOPLE JAMES SAMPERI DIRECTOR, ENGINE EMMA WATKIN, SENIOR QUALITY MANAGER, VIRGIN MEDIA
  3. 3. Virgin Media 2015 UK’s leading quad-band provider 5m customer relationships serving 12.5m homes in the UK 2
  4. 4. Virgin Media 2015 UK’s leading quad-band provider Ambition to add 4m more in the next 3 years. Making 16.5m 3
  5. 5. 4
  6. 6. Why is this interesting for us (and hopefully you) Design of people-led service Cultural change Implementation Commercial Impact 5
  7. 7. SHIFT TO A CULTURE OF SERVICE A VISION FOR CHANGE 6
  8. 8. 7 Vision setting . iSee Creating a mindset for great service . iSense Enabling our Managers to lead high performing teams. iLead Creating and embedding behavioral change frameworks to guide iAct Right people, right training, right tools iKnow
  9. 9. 63% of positive feedback related to staff, only 8.3% for the products and services themselves 8
  10. 10. CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND? 9 CAN WE INCREASE REVENUE AND PREVENT COST?
  11. 11. CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND? 10 CAN WE INCREASE REVENUE AND PREVENT COST? AND CAN WE KEEP DOING IT?
  12. 12. VOICE OF OUR BRAND service design 11
  13. 13. 12 How could we make customer happier everyday?... •  Fix things first time around. •  Give reasons to stay & create commercial gains. •  Deliver Virgin Branded experience. 12
  14. 14. There is no perfect, single interaction 13
  15. 15. Service quality, Critical behaviours, Channel frameworks 14
  16. 16. INTRO VIRGIN MEDIA INTRO Focus on how we want customers to feel 15
  17. 17. INTRO Focus on how we want our colleagues to behave 16
  18. 18. 17 Hanging out, Listening, Co-creating… 1 2 3
  19. 19. 18 INTRO VIRGIN MEDIA INTRO Critical to quality Critical to conversion Distinctly Virgin 18
  20. 20. 19 INTRO VIRGIN MEDIA INTRO 19
  21. 21. INTRO VIRGIN MEDIA INTRO 20 “Be more curious”
  22. 22. INTRO VIRGIN MEDIA INTRO “Effortless Enthusiasm”
  23. 23. MAKING IT HAPPEN service design plus – design-led change 22
  24. 24. How can we make it happen?... •  Implement appropriately •  Embed the way of working •  Spec the systems and processes 23
  25. 25. CARE (2011) GROWTH (2012) ACCESS (2013) RETAIL (2013) REFRESH (ONGOING) EVOLVE AND ADAPT (2014-15)
  26. 26. ‘ENGAGING’ TRAINING 25
  27. 27. 26 INTRO VIRGIN MEDIA INTRO
  28. 28. 27 INTRO VIRGIN MEDIA INTRO 27
  29. 29. ‘EMPOWERING’ ADOPTION 28
  30. 30. INTRO VIRGIN MEDIA INTRO ‘I really found VOC a difficult KPI to achieve. I felt I was doing the best job possible and still I was getting surveys through which customers weren't rating a 5 and couldn't work out why. I felt this was an unfair KPI that I couldn't control. But I was wrong! I listened to my calls in Selfie sessions and using the VoB framework I was able to recognise how I could make my conversations more memorable’ 29
  31. 31. ‘COACHING’ ADOPTION 30
  32. 32. INTRO VIRGIN MEDIA INTRO
  33. 33. INTRO
  34. 34. ‘THE RESULTS’ IMPACT 33
  35. 35. 34 INTRO VIRGIN MEDIA INTRO RESULTS 10,000 £1.25m 17% increase 30% increase Successfully trained Annual financial benefit from reduction in churn attributed to frontline actions and behaviour Positive behaviours recognised by customers from 2010-14 In operational NPS (contributing to customers likelihood to recommend) 34
  36. 36. 35 INTRO VIRGIN MEDIA INTRO TAKEAWAY Always evolving Culture takes time 35 Balance
  37. 37. Some photos courtesy of Louise Downe. Cheers Dude.

×