CUSTOMER EXPERIENCE DEVELOPMENT AND TOUCHSTONE

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CUSTOMER EXPERIENCE DEVELOPMENT AND TOUCHSTONE

• RICHIE MADDOCK
• ORGANISATIONAL DEV MANAGER

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Service or Experience?

• Service
• An act of help or assistance
• Experience
• A particular incident, feeling that a person has
  undergone judged by the individuals own values,
  perceptions and definitions

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TOUCHSTONE IN LINCOLNSHIRE

• HONESTY
• ATTITUDE
• KNOWLEDGE
• COMMITMENT

• TRUST
• RESPECT DIGNITY
• CONFIDENCE
• REASSURANCE

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WHAT EXPERIENCE DO YOU WANT CUSTOMERS TO HAVE ?

• At each moment of contact, and after, we want
  our customers to feel that they can trust us,
  have confidence in the advice and information we
  provide, are treated with respect and dignity and
  re-assured that we are committed to enabling,
  providing and delivering the services they
  require to an excellent standard and in an
  accessible and responsive manner

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STEP BY STEP IMPLEMENTATION

• ASKED PUBLIC - What makes them trust an
  organisation, feel confident etc
• AGREED ON WHAT EXPERIENCE WE WANT CUSTOMERS TO
  HAVE (using Touchstone)
• REDESIGNED OUR CUSTOMER SERVICE POLICY TO A NEW
  CUSTOMER EXPERIENCE POLICY
• DEVISED A SURVEY AND ARE CURRENTLY USING IT TO
  ILLICIT INDIVIDUAL EMOTIVE RESPONSES
• IMPLEMENT A STRUCTURE TO FEED LEARNING INTO THE
  ORGANISATION

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Putting the customer at the centre of LCC
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• Our goal is not to produce just good customer
  service but to create a great experience for
  customers that is an integrated mixture of the
  physical and the emotional that becomes our brand
  identity

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LCC Customer Focus Framework

• Our People
• ICS
• Career Progression
• Training and CPD
• Banding
• Recognition
• Psychological contract

• Our Performance
• LCC Business Plan
• Service Plans
• Benchmarking
• Mystery shoppers
• Service standards
• Customer charter

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Compliment or complaint?

• Im pleased you are doing something about
  re-cycling, it is to be commended
  but......
• I cant get the extra wheelie bin up my back
  passage as it is too long and narrow
• An enjoyable customer experience?