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8 October 2009
Sharon Rosser and Jo Hale were delighted to win fantastic acknowledgement of their work over the past 18 months in setting up and running world class continuous improvement processes. Working with Budd, they have set up and run successfully the practical processes that were originally developed in Amazon and written about in the book "The Best service Is No Service".
These processes work on the simple principle that customers and front line staff know what needs to be done to improve the customer experience. By gathering and structuring information from front line staff, RAC are able to target unnecessary contact at root cause, gather valuable intelligence and motivate staff because they are genuinely listened to. Management action as a result of what customers are saying and what front staff hear is tracked and visible.
Jo Hale commented: "What an amazing result - RAC wins the Aviva Cup! It is judged by Aviva executives worldwide and at the most senior level and there were 100s of entries globally. We knew that what we do for customers and staff with WOCAS and Skyline was very good and now Aviva at the highest level has recognised it in a big way"
Peter Massey from Budd commented: "RAC has been an exemplary client, really believing in and embedding "The Best Service Is No Service" processes. They have proven that the practical processes and metrics Budd brings great benefits. Not only in customer experience and commercial costs but in the engagement of staff and a change in how management works."