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Designing a CX Program for Business Results
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How Volkswagen Australia Fuses Customer and Employee Experiences

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Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.

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How Volkswagen Australia Fuses Customer and Employee Experiences

  1. 1. + The Whole Experience – How Volkswagen Australia Fuses Customer and Employee
  2. 2. Customer Experience (CX) Webinar Series: How to Become a CX Leader WEBINAR #1 Designing a CX program for business results: 5 core competencies to live by Date: 14th February WEBINAR #2 The Whole Experience: How Volkswagen Australia fuses customer and employee experiences Date: 14th March WEBINAR #3 CX diagnostic tool: Assessing your level of CX maturity Date: 28th March
  3. 3. HOUSE KEEPING The recording and slides for today’s presentation will be made available within 24 hours. Please send any questions via email to sophiel@qualtrics.com
  4. 4. Jason Bradshaw CUSTOMER EXPERIENCE DIRECTOR, VOLKSWAGEN GROUP AUSTRALIA
  5. 5. Jason Bradshaw
  6. 6. VOLKSWAGEN AUSTRALIA
  7. 7. Who is a ’customer’? Anyone that interacts with the brand
  8. 8. Our ’employees’ are.. Team Members who work in independently owned Dealerships or who work for Volkswagen Australia
  9. 9. CXMThe Qualtrics model to success
  10. 10. Contact Centre Operations Roadside Service Customer IT Systems Employee & Customer Insights CX Programs & Loyalty The Whole Experience Key touchpoints within one division Enabling mobility Enabling ongoing customer mobility Enabling customer success through technology Enabling Team Members through knowledge Enabling the employees and customers voice Enabling experience innovation, employee and customer loyalty Network Training & Development
  11. 11. An obsession for delivering a consistently premium customer experience isn’t achieved with a ‘silver bullet’
  12. 12. Our Journey Create the Customer Experience Division Late 2015 2016 Foundational Year Transform how we measure customer experience Expand our program to include Team Member insights
  13. 13. Forum for team members within Volkswagen & the Dealer Network to share, collaborate and work on strategies for delivering an outstanding customer experience Customer Hero Network
  14. 14. Customer Experience Combines three elements Success Effort Emotion Satisfaction Loyalty & Advocacy
  15. 15. Customer Experience Principles 5 easy to understand focus areas Developed through customer insights Embedded into everything we do
  16. 16. Mandatory Online Training
  17. 17. Customer Experience Immersion
  18. 18. Dealer Star Ratings
  19. 19. Employee Experience Dealership consultant turnover industry average of 67 percent NADA Dealership Workforce Study
  20. 20. Our Focus On Team Members Attracting Talent Onboarding & Team Member Experience Exit Insights
  21. 21. I am Volkswagen www.iamvolkswagen.com.au I AM VOLKSWAGEN
  22. 22. eNPS How likely are you to recommend <insert dealership> as a place to work to your friends?
  23. 23. How We Measure Our Impact Customer Feedback Dealer Profitability Repeat & Referral Business
  24. 24. Thank you! Additional questions to Sophie Langford Email: sophiel@qualtrics.com

Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.

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