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European Conference Blog 2011

3 Posts authored by: andrew@outside-insight
andrew@outside-insight
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Creating the WOW Factor: Using Cross Functional Teams to Close the Loop

 

  • Carey Sealy, Director of Customer Loyalty Programmes, CHEP
  • Dr Laura Brooks, Vice President of Innovation and Strategy, SATMETRIX

 

Dr Laura Brooks kicked off the session explaining what Closing the Loop is and how one can effectively do this using various methods.

 

Essentially, it all comes down to ensuring you get back to the customer to make them realise that their feedback is valued and does matter. Its about communicating what has been learnt and what will be actioned. This strengthens relationships.


Carey Sealy explained the journey that CHEP have embarked on, rolling out Net Promoter throughout the world. As a leader in their field without many notable competitors, they had to break away from a situation of complacency.

 

They embarked on Net Promoter, placing it at the heart of their customer centricity drive, actively asking customers for feedback. The key was their closed-looped strategy of getting cross functional teams involved in the process. This not only resulted in increased buy-in, but created more accountability and responsibility.

 

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1535 Views 0 Comments Permalink Tags: satmetrix, feedback, responsibility, london2011, brooks, chep, nps2011, closedloop, sealy, accountability
andrew@outside-insight
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Focus on Customer Feedback to Test Your Programme's True Fitness

 

  • Shirley Wilson-Brown, Head of Member Relations and Member Insight, Virgin Active UK

 

There are many health clubs in the UK but most don't compete with Virgin Active. Why? Because Virgin Active differentiate themselves through emotion connections and the continuous building of relationships with their members.

 

Virgin Active chose NPS as a means of steering them on this journey as it was simple and easy to buy into. However, it is not all about the metric. Virgin Active's focus has been on seeing things through the eyes of their customers. Every month, feedback is collated and shared amongst the team. There are even daily breakfast reports to see what ad hoc feedback was collated the day before and see if anything can be improved upon.

 

Focus Groups are also held whereby customers are invited to a discussion form to see what could be improved. It is this relentless drive to engage with the customer that always ensures the customer is continuously on top of mind.

 

Shirley really made these concepts come to life in the presentation - and the audience was also appreciative of the fitness gifts that she shared! You should have been there.

 

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2453 Views 0 Comments Permalink Tags: virginactive, nps2011, wilsonbrown, relationships, feedback, discussion, emotion, london2011, differentiate
andrew@outside-insight
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This will be my first Net Promoter conference and I have been looking forward to this event for quite some time. As a Customer Experience coach and consultant living in South Africa, this event provides a golden opportunity for like-minded practitioners to share knowledge around this fantastic field of discussion. Knowledge sharing is not just about the showcasing of great achievements but just as importantly, its about openly debating the solutions to the challenges we face today and tomorrow.
961 Views 0 Comments Permalink Tags: london2011, nps2011, southafrica, customer_experience, challenges, solutions, nps


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