Keep It Alight – Next Level Change

Enhancing The CX | Customer Experience Programmes | Flint Change

Enhancing the customer experience through proactive alerts

Enhancing the customer experience through proactive alerts 1920 1280 Flint Change

Before joining Flint Change, Marianne was Head of Customer Experience within the UK Cards Issuing Team at leading credit card provider.

One of the customer experience initiatives Marianne owned and delivered was setting up of proactive alerts for customers impacted by acts of God and who needed financial assistance or reassurance. Not normally something you would associate with a Credit Card provider!

The story

This Financial Services Provider aims to be the most recommended brand to help buyers buy and sellers sell, in the way they want. With a track record of firsts from the first credit card to the first wearable device the organisation has continued to evolve.

Approach

A team was mobilised across the business to act quickly to reach out to the impacted customers to let them know how the organisation could help and to provide reassurance about paying their bill or incurring late charges

Colleagues across customer services, marketing, legal and systems were brought together so that an approach could be agreed and implemented.

  • Speed of contact – from the point of notification about customer-impacting issue, a team was mobilised, copywriters and 3rd party suppliers were engaged and customers living or transacting in the impacted areas were identified
  • Copy was approved
  • SMS messages and emails were deployed complemented by content being posted on Twitter, Facebook and a message being shared on the website.
  • Flags were added to the accounts of the customers living in the impacted areas and those who had been travelling/ visiting the area (these customers were identified via recent transactions)

The business received some fantastic customer and press feedback on this initiative.

Ways to help stranded customers included:

  • Access to Emergency Cash
  • Temporary increases to credit limits
  • Late Payment and cash transaction fees waived

Results

A templated approach was put in place that could be used for future incidents where customers needed to be contacted and reassured.

  • The speed to contact customers reduced from 11 hours down to just 2 hours!
  • Social Media posts were live within a matter of minutes.
  • After the initial incident, templates were created and were pre-approved by the legal and regulatory compliance teams, which removed the requirement to get copy approved for each new incident.
  • All that was required was to identify the impacted customers (this naturally took longer when the scale of the incident was larger, and millions of customers were impacted).

There is now a proactive team in place who manage this sort of activity and winder communications across the credit and debit customers.

This is an example of the type of work that the Flint team could deliver as part of our Keep it Alight – Next Level Change offering.  We have worked with a few clients on bespoke change programmes. Get in touch if we can help you with a piece of bespoke change.

 

Empowering People Through Effective Engagement | Helping Staff Engagement | Empowering Change | Flint Change

Empowering people through effective engagement

Empowering people through effective engagement 1920 1280 Flint Change

One of the most powerful outputs that we have seen from our Keep it Alight – Next Level Change support is to really engage employees at a meaningful level. We have used it to great effect to empower people by getting them involved in how to implement a strategy.

One of the most important engagement enablers is ‘employee voice’. This is a great way of hearing what employees think in a structured way that directly impacts what they do – and how they do it.

When Exec teams create strategies, they look forwards. They don’t necessarily have the skills or knowledge to determine how that strategy should be implemented at a really granular level of detail. Often, it’s teams working with customers that have a really strong view on how a particular strategy should be best carried out – and it’s important to listen.

Clients have used our Keep it Alight support programme to effectively engage with people at all levels of the organisation, to ask “how should we do this?”

It’s an inspirational activity as people feel genuinely engaged and consulted. They have the opportunity to be part of a bigger plan. It makes it real for them and they also feel much more connected to delivering ideas which have come from the people doing the jobs.

How does it work?

With one of our clients, in the health sector, we spent time with experts in one clinical area. They saw the existing strategy and understood the direction they needed to take. However, it wasn’t fully meaningful to them in their roles.

They were asked what they would do to achieve the strategic goals in their area. They knew the frustrations that both they, and their patients, had with the current approach and they offered an alternative approach.

We used the principles from our Ignite Change – Take Action Handbook to help them develop their plan, ensuring that it still met the strategic goal. The strategy was transitioned into something that still worked towards the same target, but took a far more pragmatic and patient-focused route.

The teams were clear that no extra cost should be added (in fact, ideally, cost would reduce), but the quality and access targets were still crucial. “Their way” showed that there was a better way and the results proved it!

They had higher engagement from ‘at risk’ service users, and the teams were more engaged as a result.

This was a great example of how effectively engaging your people can drive empowerment and ownership to great effect.