LV = Case Study 2015 - Engagement: driving a customer culture

Who should attend? Whether in a leadership, quality, insight, HR or change role, this case study offer insight on motivation and support for people in a genuinely customer-focussed operation and managing a change in culture and behaviours.

If you are a leader or work in a sales organisation regulated by the FCA then this session will be of interest to you. It will be of particular interest f you are looking to change sales incentives and manage people through a difficult period of change.
How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

  • Understand how to remove sales incentives, driving the right behaviours for customers without damaging sales performance
  • Gain insight into the approaches that successfully establish a customer service culture and support cross-skilling across sales, service and claims
  • Hear how the change team communicated and supported people with a host of activities and changes 

Regional managers, HR, planning, compliance and change teams have worked together on a major change in  performance focus for sales advisors at LV=. This has massively improved customer experience, borne out by a 36% uplift in internal CSat (quality) scores. It will also deliver £3.7m savings over five years. Instead of individual sales commission, CSRs joined the same LV= group annual bonus scheme. During the three months from announcement to implementation, CSRs were supported by presentations, one-to-ones, tailored letters and had access to follow ups. Team leaders played a crucial role in smoothing the journey and engaging CSRs, ensuring full FCA compliance. With the new approach, CSRs are actively learning new skills; they feel the benefit of development and it provides flexibility in cross-skilling, a key enabler of a new operating model.

Site Visit Agenda, 9th September, Croydon

09:30 Presentation: Project overview and introduction
10:00
Site tour
10:15
Groups in rotation 30 mins per group – including BREAK
1 - Focus group with frontline staff on how the change has affected them
2 - Focus group with managers on how they managed & helped support their teams through the change
3 – Overview of communication and engagement
12:00
Meeting with Senior Leadership Team
12:30
Lunch
13:15
Meeting the support teams - Groups in rotation 30 mins per group – including BREAK
1 – HR
2 – Performance
3 – Planning
4 – Compliance/Risk
15:30
Final Q&A
Networking discussion
Next steps
16:30
Depart

 

To hear more about this Awards finalist at the conference or on a site visit please email events@theforum.social or call 0333 123 5960.

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