UNLEASHING WORLD CLASS MEMBER SERVICE THROUGH SERVICE CONSISTENCY Presenter: Dawn Richards CEO | Principal Consultant DRA CONSULTING LTD.

SHIFTING TO EXCEPTIONAL Presenter:

EXCEPTIONAL HUSBAND EXCEPTIONAL WIFE

GREAT SERVICE IS EXCEPTIONAL GREAT SERVICE IS CONSISTENT HE Tnter: Presenter:

CUSTOMER SERVICE In Other Words Go From This To This HE Tnter: Presenter:

CUSTOMER CARE

Customer Experience Scenario Monday Morning, a CSR located at an Insurance Company is meeting her first three customers. Presenter: 7 7 7

GREAT SERVICE DELIVERY IS ABOUT DELIVERING AN EXCEPTIONAL MEMBER EXPERIENCE CONSISTENTLY Presenter: MAKEK Presenter:

Member Delight (Stories) Greatest Share Of Wallet EXCEPTIONAL SERVICE + CONSISTENT SERVICE = Member Delight (Stories) Top Of Mind Greatest Share Of Wallet Presenter:

GROWING DISINCLINATION TO TOLERATE LESS THAN IDEAL EXPERIENCE TURNING POINT WAKE UP CALL GROWING DISINCLINATION TO TOLERATE LESS THAN IDEAL EXPERIENCE VALUE FOR MONEY Presenter: MAKEK Presenter:

LOW CUSTOMER EFFORT (CES) RECOGNIZING GREAT SERVICE LOW CUSTOMER EFFORT (CES) MEMBER LOYALTY: AT 4-5 ON SCALE Standardized And Consistent Courteous, Eager To Serve Employees Sense Of Urgency, Timeliness Consistently Efficient Transactions Mobile And Online Services Friendly Processes Members State Business Once Seamless Transactions Presenter: 11 11 11

THE STORIES WE WANT OUR MEMBERS TO TELL UNLEASHING GREAT SERVICE THE STORIES WE WANT OUR MEMBERS TO TELL REPUTATION FOR EXCEPTIONAL MEMBER EXPERIENCE

UNLEASHING GREAT SERVICE EMPLOYEE CARE (Experience) MEMBER CARE (Experience)

UNLEASHING GREAT SERVICE Let’s Calculate Our Starting Point RE-ENERGIZE PEOPLE RE-ENGINEER SERVICE Presenter: MAKEK Presenter: Let’s Calculate Our Starting Point AKEK

RE-ENERGIZE PEOPLE: HOW? Discover And Eliminate Employee Pain Points (Employee Care) 2. Introduce Employee Care Activities 3. Right Managers and Supervisors who promote professionalism, high performance and lead by example 4. Invest in workforce management skills training for leadership team Presenter:

RE-ENERGIZE PEOPLE: HOW? Promote Teamworking And Collaboration (Eliminate Silos) Create A Culture Of Recognition And Reward 7. Internal Service = External Service 8. Eliminate Employee Resistance To Delivering Great Service Presenter:

RE-ENGINEER SERVICE: HOW? INTERNAL ECOSYSTEM Assess State Of Service Delivery Discover Members’ Pain Points Change Employee Psychological Contract With The Member - From pain to pleasure to serve 4. Remediate Weaknesses Along The Internal Service Delivery Pipeline Presenter:

NOBODY RAVES ABOUT AVERAGE Bill Quiseng Presenter:

WHY SHOULD MEMBERS CHOOSE YOUR CREDIT UNION? YOU CREATE VALUE FOR MEMBERS Presenter:

REENGINEER SERVICE: HOW? HIGH TOUCH Member Experience All Members Greeted On Entry Members Feel Welcome Every Time They Interact With The Credit Union Friendly, Courteous, Eager To Serve Employees, Warm Smiles Personalized Member Care Follow Up, Return Calls Nothing Is Too Much Trouble For Members Presenter:

REENGINEER SERVICE: HOW? HIGH TECH Member Experience Service Driven By Speed, Convenience, Urgency, Timeliness Multiple Channels Of Service Delivery (mobile, online) Swift Transactions Ease Of Doing Business (CES) Highly Responsive To Requests Voice Of The Member Channel - Continuous Member Insight Presenter:

REENGINEER SERVICE: HOW? Making It Stick Leadership Team Enforcement Reliable And Predictable SOPs Declare Service Charter | SLAs Eliminate Employee Resistance To Delivering Great Service Remove Members’ Pain Points Enable Low Customer Effort Plug Into HR Systems Measure, Measure, Measure Presenter:

REENGINEER SERVICE: HOW? Building Member Insight Identify Growth Segments Predict Future Needs | Sell Solutions Today Shift To ECommerce| Online | Mobile All Transactions Rated By Members In Real Time Presenter:

Leadership Reinforcing Standards Member Obsessed Service Charter Leadership Reinforcing Standards Right People & Great Service Ease Of Doing Business New Drivers Of Competition Member Delight (4-5) Largest Share Of Wallet

REBRAND CULTURE: HOW? DISRUPT THE STATUS QUO

SHIFT HAPPENS

Shift From Our Accustomed Way Of Thinking DISRUPT OURSELVES Shift From Our Accustomed Way Of Thinking

ROI: Share Of Wallet, Reputation, Member Experience Differentiation ORGANIZATIONAL: Disrupt Status Quo REPUTATIONAL: Member Delight PEOPLE: Lead And Line Motivation SERVICE: 360, Consistent, New Drivers EXPERIENCE: Branded, Consistent ROI: Share Of Wallet, Reputation, Member Experience Differentiation

A MASTERPLAN IS CRUCIAL

WHAT WILL WE BE KNOWN FOR IN THE SERVICE DELIVERY UNIVERSE? INNOVATION EXCEPTIONAL EXPERIENCE RELIABILITY EASE OF DOING BUSINESS

Thank You !!

Thank You !!