Providing purr-fect service in the connected world...2017/03/01  · Providing purr-fect service in the connected world SureFlap pets are #HappyPets Meow then, Who are SureFlap? “I

Providing purr-fect service in the connected world SureFlap pets are #HappyPets

Meow then, Who are SureFlap?

“I can't think of anything that you could do to improve the customer service . The service I experienced was excellent and is going to be the benchmark by which I judge other

companies.”

SureFlap – A Brief History of Cats

500,000

20122008 2009 2010 2011 2013 2014

SureFlap – The Future of Pet Care

2015 -2016

50+ full time staff

SureFlap acquired by Allflex

750,000

SureFlap unveil IoTconnected products

SureSenseTMMicrochip Temperature Study Launched

SureFlap launch the Sealed Pet Bowl

Our Customer Service

• Using the power of cloud based technology we manage global customer service in 4 languages from 3 locations covering 20 countries.

• The SureFlap company wide focus on customer service has been the driving force behind our success averaging 68% YoY growth.

• We consistently achieved a 95% + NPS score, and have zero turnover in 6 years.

Measuring Success – NPS as a journey

TIME

NP

S

90

85

80

75

95

100

1 weekAfter purchase

Customer Service

4 weeksAfter purchase

81%

87%

95%+

Why is Customer Service Important?

80%Companies believe they have

Good Service

vs 8%Of their customers agree

95% of people who experience a bad experience share that with others.

54% of them share it with more than 5 other people.

91% of unhappy customers will not willingly do business with your organization again.

For every complaint

26 customers said nothing about their problem.

* NVM research http://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic/

The finances of customer service?

60%

51%*

24%$338.5Bn

>51% since 2013*

5x more £

7 new customers = 1

Repeat Business

VOE – Creating a Happy Workplace

Happy Workplaces create great customer service

• If you don’t treat your employees well, they will not treat your customers well.

• Happy Employees work harder, longer, and are more profitable

• If your staff are supported, they will have the confidence to come up with innovative solutions

If you look after your staff, they'll look after your customers. It's that simple.- Richard Branson

Create Happy Workers

• Let your staff do their job

• Empower your agents to make changes

• Train all your staff to be experts; to answer customer questions

• Reward customer service in your staff the way you would with sales

• Pay your customer service staff well, give them a bonus

• Hire for attitude – train for skill

• Remove stupid rules!

Alex Edmans

Happy Workplaces make financial sense

If you look after your staff, they'll look after your customers. It's that simple.- Richard Branson

“The Parnassus Workplace Fund invests in companies with outstanding workplaces.

The philosophy behind this fund is that companies whose employees love going to work will do better than companies with poor workplaces."

• The 100 Best Companies to Work For in America beat their peers by 2-3% *per year* over a 26-year period from 1984-2009.

• New figures which suggest the UK are closer to 10% for the best companies

“…lowering the barrier to change by just 20 seconds was all it took”- Shawn Achor, The Happiness Advantage

Using the Cloud to Create Easy Customer Service

Easy is the New Great in Customer Service

• Customers never need to retell us information (they do anyway though)

• Feedback circles so our customer feedback counts!

• We can (and do) respond to every customer who doesn’t score us a 9 or 10.

• We follow up to solve the persons problem, and we can surprise them with proactive solutions

• Intelligent, integrated technology allows us to route all customers to the same agent (if available)

• Customers to route through to multi-language agents depending on which country they are calling from

• This works seamlessly, without the customer ever seeing the system working (like magic!)

• Able to get new markets and agents up and running in minutes.

• We now have multi-language, local sales & support staff living in Netherlands, Belgium and Luxemburg.

“Easy is the new great in customer service.”

The future is intelligent customer service

Become aware of changes in your pet’s health

Monitor their dietary habits and intake

Tag temperatures with contextual data

Products that give you control

Stay connected even when your not at home

The future of intelligent customer service

• Do what you do best• Proactively solve customer problems; you are now

telling them they HAD a problem and what you have done to fix it.

• IoT creates an increase in:– complexity– functionality– integration

• Become in expert in these integrated systems(Yes this includes internet providers!)

Becoming an expert

• Be familiar with your technology

• Know the solutions to all problems

• Develop tools to pin point where issues are

• Proactively support customers

• Ensure scalability

Achieving Great Service:VOE + VOC

Customer service should be an organisation-wide focus.

Hsieh and his team realized that customer service should permeate the whole company, not just one department

– Delivering Happiness, T. Hsieh (2010)

So why aren’t you already doing this?

• You don’t have management buy-in• Create small pockets of greatness

(Tribal Leadership)• You think you are too small

• Start small – and your focus on customer service will grow with you

• You think you are (80% vs 8%)• Think again

• Allow your customers to help you change your organisation• Listening to your customers is one of the easiest ways

to get things right

Easy Steps to Get Started

• Make a Happy Workplace

• Make Customer Service A Company Focus

• Let your people do their jobs

• Become experts in everything

• Make it easy - use the 20 second rule

• Go above and beyond – Proactively solve customer problems

• Create & Use Customer Feedback

Thank you!

Get in touch

Sarah Metcalfe

Email: [email protected]: https://uk.linkedin.com/in/sarahmetcalfecambsTwitter: @SureFlap_Sarah