Karen WynnGeneral Manager of Membership
12:40 PM Delivering a Consistent and Strong Customer Service Experience Across Multiple Product Streams
As a heritage brand RACQ is very well known and trusted for delivering strong customer service and high NPS scores. As part of their new corporate strategy, they are looking to diversify into new product streams, e.g. banking, by leveraging their existing brand. With multiple product streams, RACQ’s focus is on ensuring that they still deliver a strong customer experience and maintaining consistency in their relationship across all touchpoints.
- Developing a voice of customer program and looking into enterprise level journeys
- Setting a clear customer experience vision across the whole business and what this means for each part of the company e.g. product, digital and app development
- Drawing on design and experience data to become more customer centric and what this means for people capabilities