Connection Heroes Program

I designed, built and launched the Connectnow Connection Heroes program.

Business problem

• Staff were focussed on sales, and customer feedback about service.
• Goal to improve NPS by 10 points to reach 60 NPS.
• Call monitoring was focussed on Compliance, not Quality.

What I did

1. Attended Human Centred Design LUMA workshops to uncover customer empathy
2. Company-wide national launch of Customer Heroes program
3. Design, printing and warehousing for branding, merchandise, office decorations, computer assets.
4. Coached and mentored staff on Human Centred Design principles to develop prototypes for solutions to customer problems
5. Coached training facilitator to build a 64-module skills uplift program

What was the outcome

• Over 60 Customer Promise statements, with definitions and techniques delivered to employees through QA program.
• 64 Module Skills Matrix Program to uplift balanced skills that deliver customer expectations across sales and service teams.
• Design and delivery of the Customer Promise framework, every single person based on-site has been through design workshops, to understand customer painpoints, listen to customer feedback, design and prototype solutions.
• Implemented several initiatives which were driven directly from customer feedback and agents ideas: Moving home checklist used in national advertising, reactivating and building webchat, introducing telco and value-adds to drive better value-conversations.
• Customer insights drove initial prototypes for Digital T&Cs using UX, UI principles, as well as backend development of the website, and coaching TCS teams on best-practice design and security measures. Currently achieving 30%-38% of sales completed through digital T&Cs.