Past Lithys (old format)
Check out Lithy entries from previous years.
Company:  ScottishPower Entry submitted by: Chris Brennan (Senior Search and Social Strategy Manager - Digital Marketing) Community:  https://twitter.com/sp_energypeople https://twitter.com/ScottishPower https://www.facebook.com/Scottish... See more...
Company:  ScottishPower Entry submitted by: Chris Brennan (Senior Search and Social Strategy Manager - Digital Marketing) Community:  https://twitter.com/sp_energypeople https://twitter.com/ScottishPower https://www.facebook.com/ScottishPower Lithy category:  Excellence in Customer Satisfaction   ScottishPower supplies energy to over 5 million homes and businesses in the UK, as part of the Iberdrola Group, a global energy company and world leader in wind energy.   As the number one European utility by market capitalisation we are helping to change the energy market for the better, driving innovation from the way we generate and supply energy to how we interact with our staff and customers.   Social Media is at the heart of our strategic growth and our constant drive to be an Energy company you would be happy to recommend to friends and family.   Our  customer satisfaction initiatives: 360 o Customer View   During 2015, we faced a challenge in managing the perception and reputation of our customer service after a sustained period of instability post implementation of a new Billing and CRM system. Prior to this, our Social Media landscape was a healthy and vibrant small community of engaged advocates. This community rapidly grew and became steadily more negative as customer service complaints and media focus increased. With only two full-time staff operating during business hours our situation quickly became unmanageable and added to the negative perception around ScottishPower at the time.   Faced with this challenge, we conceived, developed and began implementation of our Customer 360 O program focusing on re-engaging with customers and improving satisfaction and reputation scores. Central to this was bringing social media closer to our tradition customer touch points with a truly Omni-channel approach to service. In delivering this approach, we embarked on three key social initiatives utilising LSW to deliver a truly exceptional Social Customer Care experience.   Filter out the noise: Utilise LSW tags and routing to allow our small customer service team to focus on real customer engagements   Prioritise those who need help the most: Energy is an important part of our daily lives. Utilising priority rules in LSW we have refined key word routing to ensure when someone loses their electricity supply or are a vulnerable customer we are able to intervene quickly to help.   Reducing repeat contacts: From social listening, we identified a pool of repeat customers. Using LSW we have been able to revise and resolve issues through improved end-2-end case management to minimise the reputational damage from serial dissenters.   The most important customer issues we were looking to solve via  Lithium implementation   Focusing on delivering excellent customer service on social We have always had a proud history in delivering exceptional service to our customer and that had been impacted somewhat by the migration to our new billing system. Through social it was important that we re-engaged with our customers and restored their confidence in ScottishPower as their energy provider.   By embarking on the Customer 360 0 project, we have been able to improve our customer service performance on social dramatically. LSW has been central to this strategy and has provided the platform to re-engage with our customers and restore confidence in our brand. Through the metrics that we track regularly we have seen a significant improvement and with a 13 point improvement in our social sentiment post LSW implementation it is clear that our customers are also seeing the benefits of our enhanced social service.     The robustness and confidence we have been able to install in our team since implementing LSW led us to re-open and cleanse over 2.5k pervious social service cases reducing our repeat contacts by 30% and restore faith in previously dissatisfied customers.   Due to our increased focus on measurement and performance management, we have now extended our coverage to 24/7 and our team has trebled in size. Internally Social First is our new approach with Monitor Wall visible in key departments such as THE Digital Innovations team, Customer Services and shared with all appropriate C-Suite leaders.   Making it easier to do business with us In-depth routing and reporting capabilities have allowed us to focus on the root cause issues to drive service improvement. As such, we are now able to embark on a pro-active engagement campaign to educate and help consumers and reduce the need for them to individually contact us.     Metrics  Positive and neutral sentiment improved from 77% pre Lithium to 90% post Lithium Repeat social complaints reduced by 30% Average response time for Priority 1 cases reduced from 1 hour to 20 minutes. 80% of mentions responded to in less than 1 hour with 98% within 2 hours. 200 repeat customer cases fully reworked and helped through re-engagement using Lithium Recent Independent Industry benchmarking by Social Bakers showed we had the 2nd highest number of service engagement in the industry (highest of the major suppliers by customer base) yet the fastest response rate of all suppliers Overall Customer Satisfaction scores are improving with the percentage of Very Satisfied increasing by 20 percentage points over the last 6 months    
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Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Excellence in Customer Satisfaction   Comcast Cable is one of the nation's largest video, high-speed Internet and phon... See more...
Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Excellence in Customer Satisfaction   Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings.    Our customer satisfaction initiatives    In 2015 Comcast’s Digital Care Team strove to:   Create and deploy NPS survey program Increase in-channel (social) resolution rates Deploy a Quality program for our team which focused on customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive   Comcast’s Digital Care Team experienced significant growth in 2015. That growth drove a material increase in customer interactions making it necessary to employ tools that helped drive customer-centric behaviors across our multi-site organization. Our growth, while clearly good for our ability to meet more customers in the channel of their choosing, could have, without careful planning, resulted in the loss of the boutique, one-stop-shop customer experience we have worked to build. A primary tool in our effort to maintain the highest customer satisfaction levels possible is our newly deployed Quality program. The Quality program’s primary goal is to ensure a consistent, high quality customer experience for each and every interaction. With the technology in place to track conversation sentiment and newly allocated resources dedicated to ensuring its accuracy, Digital Care has been able to maintain and improve upon our ability to fully serve our broad customer base.   Along with assuring the quality of conversations, the quantity of conversations continued to increase, encouraging even more operational changes. Expanding the team into two divisions, Operations and Strategy, allowed our Operations team to focus on coaching, while letting our Strategy team focus on Quality, Reporting, Forecasting & Scheduling, Technology, Training and the Customer Experience. In 2015, the Digital Care team implemented an entirely ‘in-channel’ Net Promoter System (NPS) survey to its customers on Facebook and Twitter, sending more than one thousand surveys. In 2016 we’ve already sent out more than two thousand surveys. Keeping the customer in-channel from inception to completion was imperative to operational success and ultimately proven with NPS survey results that exceed industry averages and are among the highest for any group in the company.   The most important customer issue we were looking to solve via  Lithium implementation and what makes our approach to customer satisfaction a gold standard in the industry   The solutions that Lithium provides directly aligns with Digital Care’s key objective - building a better customer experience. To manage the increasing volume of incoming posts and facilitate a streamlined response process, Lithium’s robust tag and routing hierarchy allow Comcast’s social team to provide the highest quality conversations with its customers and eliminate as much room as possible for error. The newly integrated Quality program keeps these processes in check and also allows frontline specialists to participate in peer-to-peer review and approval processes for new employees. Combining the approval process, Quality program and the tag structure has created the necessary balance between technology and operation goals, which in turn has provided a better customer experience. To prove the success of this collaboration, the team’s NPS score places well above the industry average score and surveying the customer in the social channel they interacted in has resulted in a nearly 60% response rate. Our customers’ experience with us will always be the Digital Care Team’s number one priority but the accessibility of viable technology contributes to the successes of the team.    Our metrics   Our focus on the customer experience in 2015 and 2016 has had meaningful and tangible results for our customers.   We are no longer last resort support channel, customers are coming to us first Nearly 75% of customers that came in negative left neutral or positive Reduced non-social channel escalations per month from 4000 to 400 Higher than industry average NPS score, nearly 60% response rate to in-channel surveys In-channel resolution increase from 95 to 99% in 2015