As part of their 2020 vision of reaching 90% customer satisfaction, Orbit, one of the UK’s largest Housing organisations, became the first of its kind to launch a real-time feedback system. These slides were part of a one-hour webinar which took place on Wednesday 24th August 2016 whereby Dean Ballard (Orbit) and Yiannis Maos (Rant & Rave) discuss why emotion is key to building the right culture and how Orbit has used the voice of their tenants to transform their culture.

1. HOW REAL-TIME FEEDBACK
CAN TRANSFORM AN
ORGANISATION’S CULTURE

2. The Importance of having a CX Vision
Having the right CX vision
Executing your vision
The Orbit vision
The Orbit plan

3. Vision without action is merely a dream.
Action without vision just passes the time.
Vision with action can change the world.
Joel A. Barker, Best Selling Business Author

4. You can achieve optimal
performance by the
aggregation of marginal
gains. It means finding a 1%
margin for improvement in
everything you do.
The art of Marginal Gains

5. Using marginal gains in CX
• Moving from strategy to execution
• Identifying where improvements
need to be made – start here
• Embracing failure – a thirst to learn
• Celebrating success
• Continued improvements along the
customer journey

6. The 2020 vision
We want to improve the
quality of our customers’ lives,
helping to create thriving and
empowered communities
where they live.

7. Executing on the Vision
We have nine really ambitious targets to provide
the best homes and services possible
for our 100,000 customers
• Ensure 75% of customer transactions
are taking place online
• Provide a range of tailored services
which satisfy 90% of customers
• Provide financial and energy efficiency
advice to 20,000 people

8. Our values; honesty, respect, excellence, innovation and
partnership drive our culture.

9. The importance of measurement – Real-Time VoC
Move from long ‘telephone
interview’ surveys
Adopt a multi-channel approach
How to spot changes in the
moment
Understand
customer emotion

10. REAL TIME FEEDBACK

11. Employee Engagement
Positive comments motivate
Negative comments drive positive
change – training identified
Empowered to resolve issues
Gamification creates
healthy competition

12. The delighters - great soft skills
The basics of satisfaction –
process reliability, resolution
and timeliness of delivery
The fundamentals -
good customer service 'soft' skills
(friendliness, politeness)

13. Acting on the feedback…
Resolution team deal with escalations
Proactively contact the ‘ranters’
Act on the emotion (the customer verbatim)
Provide valuable insight
91% of outcomes from have been positive
Standards aligned to customer expectations

15. Continual Improvement
For our contact centre we have improved from 74.3% in April
2015 to 81.2% in June 2016. (6.9% improvement).
Overall satisfaction with Orbit (all feedback) has improved from
74.5% April 2015 to 79.7% June 2016. (5.2% improvement).

16. Summary
Decide on a vision and get everyone behind it –
everyone must understand their role in making the
vision a reality
Create a plan that allows you to execute on the vision
Use a marginal gains methodology to execute the plan
(move from strategy to execution)
Measure the plan from the customer’s perspective
~ Embrace failure
~ Celebrate success
Drive short-term and long-term change to ensure high
engagement
Make all of this part of your DNA so it’s embedded
within your culture