Customer Insights Uplift

8 October 2018 • 2 min read

I rapidly transformed the Customer Insights capability for connectnow, driving statistically significant data, and lifting public review scores.

Completed a vendor landscape review, procured and implemented a new NPS platform AskNicely rapidly deploying the solution in under 8 weeks with zero impact to the BAU business and significant return on investment.
NPS insights are now displayed real-time in the sales CRM platform and BDM managers actively use NPS feedback when building relationships with real estate agents.
Built customer loyalty and brand presence online, for the connectnow Product Review site.
Leveraged customer feedback and insights across multiple channels, including Google Analytics to build Customer Journeys, particularly for realestate.com.au Connection Services.
Embedded Human Centred Design principles into the connectnow so that more processes are designed with customer in mind, as well as promoting a culture of prototyping, research and failing safely.

Customer survey response volumes improved from approximately 20 responses per month (0.5% response rate) to over 700 responses per month (18% response rate).
Granular insights about staff performance, partner performance and process deficiencies.
Most at risk customers are contacted almost immediately (within a few hours) and any complaints are managed and resolved.
AGL teams sought insight from connectnow on best-practice activities around collecting, reporting and engaging internal teams on NPS activities.
Product Review score improved from the lowest possible score 1 to 4.1 out of 5 stars in just six months.
Using customer journeys, the business can make informed decisions, based on emotions and loyalty, not just impacts to the bottom line.