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

2. SHIFTING TO EXCEPTIONAL
Presenter:

3. EXCEPTIONAL HUSBAND
EXCEPTIONAL WIFE

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

5. CUSTOMER SERVICE In Other Words Go From This To This HE Tnter:
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6. CUSTOMER CARE

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

8. GREAT SERVICE DELIVERY IS ABOUT DELIVERING AN
EXCEPTIONAL MEMBER EXPERIENCE CONSISTENTLY
Presenter:
MAKEK
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9. Member Delight (Stories) Greatest Share Of Wallet
EXCEPTIONAL SERVICE +
CONSISTENT SERVICE =
Member Delight (Stories)
Top Of Mind
Greatest Share Of Wallet
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10. 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:

11. 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

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

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

14. 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

15. 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
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16. 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:

17. 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
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18. NOBODY RAVES ABOUT AVERAGE
Bill Quiseng
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19. WHY SHOULD MEMBERS CHOOSE YOUR CREDIT UNION?
YOU CREATE VALUE FOR MEMBERS
Presenter:

20. 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
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21. 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
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22. 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:

23. 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:

24. 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

26. REBRAND CULTURE: HOW?
DISRUPT THE STATUS QUO

28. SHIFT HAPPENS

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

30. 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

31. A MASTERPLAN IS CRUCIAL

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

34. Thank You !!

35. Thank You !!