Making banking customers' experience compelling whilst cutting costs

"Your call is important to our bank; we’ll be with you as soon as possible....in the meantime here is some mind numbing music"

Ten years ago or so banks like many other major businesses recognised the opportunity to cut costs by directing more customers away from higher cost, face-to-face channels to call centres. They wanted to maximise the use of centralised customer contact centres to deliver a more efficient, consistent and auditable service. However, in the pursuit of cost reduction these organisations lost sight of the most important factor: the customer experience.

No business can afford to provide excellent customer service at any cost. But equally, no business can afford to ignore the importance of customer satisfaction.

Call centre cost reduction strategies like off-shoring or technology outsourcing have failed because they focus almost exclusively on improving the bottom line. They have not properly considered the implications for enterprise processes and management approaches and, more importantly, have not focused on the customer. So, anticipated financial and operational benefits have not been fully realised and customers remain largely dissatisfied i.e. a vicious circle.

Customer dissatisfaction has led to many institutions reversing their earlier decisions to offshore call centre operations. In their adverts many banks now make a point of having UK based call centres.

But cost savings and service improvements do not have to be mutually exclusive. If the customer experience is placed at the heart of a business transformation programme, opportunities can arise to improve both customer service levels and cut waste.

The Art of Possible:
There are three layers of corporate process that fundamentally drive performance excellence in a contact centre. They are contact centre strategy, operational planning and tactical execution. The strategic thinking, business analysis, detailed planning and communication that occur at each of these layers must be highly integrated from both the bottom up and the top down.

Only then will banks be able to determine where they are going – and have confidence in the belief that they are really going to be able to get there.

Saving costs and improving customer experience need not be mutually exclusive.

At Charteris we have customer centric contact centre expertise with experience gained in some of the country’s largest and most successful contact centres.

hoss.atri@charteris.com

Multi Channel Retailing - Putting the Customer First - Part 7 - Creating Agility......The end goal

Putting it altogether; the IT, the business organisation and a service oriented architecture, will provide a retailer with:

• an IT architecture that allows change, rather then dictating what changes can be made.
• a business that is geared to meet the needs of the channels and ultimately its customers
• a multi-channel platform that will last, adapt and perform

In summary, multi-channel retailers require agility and in delivering these key assets, a retailer can acquire the lasting agility that will differentiate them in the marketplace. Agility can be measured in many ways but there are some simple measures to consider in assessing just how agile a retailer really is. For instance, how long would it take to do the following:

• introduce a new range or products across one or more channels?
• open a new channel (such as a concession or mobile commerce platform)?
• react to a competitors promotion?
• introduce regional pricing and promotions?
• introduce differential pricing across channels?
• start marketing internationally

If the answer to any of these is “longer than my competitors”, then there is room for improvement. Taking the customer centric approach will shortcut many of the hurdles in assessing what needs to be done and partnering with Charteris is a firm step towards creating agility.

The Charteris Approach
At Charteris we define Customer Centricity as “the alignment of organisational structure, processes and technology to deliver products and services to internal and external customers in the most agile way.” Applying this to multi-channel retailing is what we do best and have wide experience in making this not just a theoretical exercise, but making it real.

Multi Channel Retailing - Putting the Customer First - Part 6 - The Customer Centric Approach

In gearing any part of an organisation to deliver a service, whether it be technology, system, process or people related, an understanding of the customer is vital. For example, a retailer who also provides white label channels has not only the end consumer to consider, but also the partner organisations to whom they provide white label solutions. Similarly, merchandisers, graphic designers and cataloguers servicing more than one channel can consider each channel as a customer. When an organisation starts to think along theses lines, about who their customer really is, then the implementation of a service led philosophy becomes an easier task. Underpinning this approach is taking a considered view of the customer in order to understand their motivations, behaviour, likes and dislikes.

Taking a customer centric approach enables each area to focus on delivering exactly what the customer wants. Critically analysing processes, systems and related functional areas and determining their effectiveness in delivering customer service is at the heart of the customer centric approach. Breaking down each element and step of a process and stripping out those that do not add value to the customer can create efficiencies and benefits across the organisation. In doing this, the multi-channel retailer can create a framework of services that is ultimately geared towards the customer rather than the requirements or functions of a particular channel or technology.

Multi Channel Retailing - Putting the Customer First - Part 5 - Business Architecture.....The afterthought

Structuring the operational model around the new architectures and solutions is often left as a last minute consideration in delivering any new system. Organisational structure and associated processes are vital in order to deliver the most customer focussed experience and service possible. Every aspect of the operational model needs to be visited and assessed to determine the value it actually delivers to the customer and ensure that the priority and focus is aligned to this strategy.

This is where the thinking around the use of SOA needs to break out of the IT box and permeate through the business functions and respective processes. This is where the hard questions can often be found and where the structure of business functions needs to be most challenged. However, the balance of dividing business functions amongst the selected channels as opposed to maintaining a centralised operational model is a real tightrope and one that can only be managed on a case by case basis.

Creating a business architecture by applying SOA principles is not an exact science in some respects is still in its infancy. Even considering the business and operational model as an “Architecture” is a step too far for some organisations. But, those that have embraced this philosophy have broken out of the traditional business models and created cross functional working units geared to providing services to their customers, whether internal or external. This approach not only is geared towards a value added customer experience but leverages the experience and expertise of the people within an organisation.

5 Key Issues Facing Retailers Trying To Become Multi-Channel

I'd argue that the underlying success factor in multi-channel retail from an external perspective is a seamless customer experience, and from an internal perspective is a single customer view - different sides of the same coin. Most of the challenges to any retailer appear to stem from attempting to achieve this.

The two key areas of impact here are technological and organizational dependent on retailer age and size. The older the organization, the more likely they are to have legacy systems, and the larger they are, they more likely they are to face resistance to change. Multi-channel may therefore require integration of disparate technologies, while also needing a complete review of structure, skills, staff incentivisation, and a host of other business and marketing processes.

The 5 main issues faced by large retailers entering the multi-channel space are as follows:

1. Evaluating cost of investment in development of cost effective, secure, scalable environments and systems integration against probable short term impact on bottom line
2. Pricing across different channels - Store channels have higher cost structures than web channels for example, and price competition is higher on web, but consumers can be put off by different pricing for the same product
3. Channel synchronisation i.e. ensuring brand, customer experience and customer information consistency across channels while avoiding the 3E trap i.e. trying to provide ‘everything to everyone everywhere’
4. Problems in merging and standardising customer data i.e. unifying different systems which may have very different data models
5. Difficulties in reducing or abolishing organisational boundaries to cope with new channels

In summary, customers for whom a multi-channel approach will yield the most benefits are often those for whom achieving it the most problematic – they have the largest customer bases, most complex lines, and longest histories of systems development, with many business critical systems that supply old CRM processes.

Multi Channel Retailing - Putting the Customer First - Part 4 - I thought SOA was just an IT thing!

From an IT perspective, the use of SOA (Service Oriented Architecture) is a logical fit to fulfil the multi-channel solution where core capabilities such as product, delivery, payment etc. are developed in such a way that they are created as services allowing for re-use across the enterprise. However, if the IT department is the only place where the SOA principles are adopted, then there can be no real alignment between IT and the business. Therefore, it is essential that the SOA blueprint is adopted throughout the enterprise rather than remain solely as just another IT acronym. In order to achieve this, the entire organisation must adopt SOA principles and the blueprint for this ideally is owned by the business. If the IT department alone is trusted in implementing the SOA architecture (as is so often the case), then the chances of the remaining parts of the organisation fostering the principles of SOA (and hence the benefits) are somewhat slim.

Multi Channel Retailing - Putting the Customer First - Part 3 - Surely, IT has all the answers!

So, the decision has been made to create a new architecture and it’s all hand on deck. Constructing the great new systems and solutions to support the multi-channel ambition is one thing, but there are many other considerations which are just as important. IT is undoubtedly the key enabler in this relentless march towards customer satisfaction, but it is truly only one part of the jigsaw. The creation of a technical architecture that is aligned to the operating goals is vital; less so is the selection of the exact technology as there are various products and technologies that can be blended together to form an effective solution. In addressing the architecture issue, the creation of a Service Oriented Architecture (SOA) is widely recognised as the best practice approach and one that dovetails into a customer focussed strategy.

The key benefits of SOA in a multi-channel strategy are one of re-use and the ability to initiate changes (to business or channel specific rules and functionality) without having a knock-on effect to all parts of the organisation. As discussed in my posts on the practicalities of multi-channel retailing, re-using components such as inventory, delivery and payment across the channels as services increases the efficiency and realises cost savings across the channels. However, the full benefits can only be full realised by creating a business logic layer across these services where specific attributes cater for the requirements of each channel. This is where such elements as price, promotions and catalogue are controlled and provide the channels with independence despite sharing a common data set.

The Practicalities of Multichannel Retailing -Part 5 - Delivery and Payment

Providing the entire range of products in the catalogue, in as accessible format as possible, strengthens the offering of a retailer no end. Providing a fully joined up view on delivery options including premium and store pick-up is a challenge in its own right as it dictates that stock management and whereabouts are completely accurate all of the time. Co-ordination of different delivery methods amongst numerous partners need to be effectively managed so that data feeds and access to order tracking is fully transparent for not only the customer, but also the customer service agents.

Now the customer is only interested in how they are going to get their hands on the merchandise but ensuring that they are not disappointed or misled is paramount in providing a great customer experience. This is an area where taking a customer centric standpoint is vital and in combination with a service led approach can reap enormous benefit. The result of these approaches should be the provision of choice to the customer in how to receive their goods in a timely, and convenient fashion. No one solution fits all but by centrally co-ordinating the delivery options as a repeatable service amongst the various channels will provide the required choice. This means that all channels can obtain the same delivery services whilst the management of them is centralised – not only efficiency “win” but also a customer “win”.

Payment is often viewed as just a step in the process and the eventual “closure of the sale”. In many ways, it gets overlooked with respect to the customer experience and it must be appreciated that this is the most painful part of the entire customer journey through any channel. To put it bluntly, consumers hate parting with their hard earned cash. Therefore, spending some time in making this as smooth as possible is certainly not wasted. If a retailer offers interest free credit of other financing initiatives, then it is imperative that these are not merely restricted to customers walking through a bricks and mortar outlet. Providing the ability to split purchases across more that one payment card for a single transaction (so long as there are strict fraud and security checks around the process) could be the difference between a sale and a lost customer. Such options do need careful assessment but exhibit a far more customer focussed approach.

Multi Channel Retailing - Putting the Customer First - Part 2 - The single view of the customer

Customer Service is the lynchpin behind a multi-channel strategy but it is so often cast as the fall guy in attempting to cobble together a solution from legacy systems. The “poor relations” in the call centre have been seen as the last resort to support the inadequacies of IT solutions in reconciling customer orders, refunds and returns. This behaviour towards a retailer’s customers is the antitheses of a truly customer centric approach and one to be avoided at all costs. Empowerment of the customer service agent by a robust CRM system is paramount in delivering quality customer service and can save both time and money if implemented correctly. More importantly, it can be the last resort in retaining a disaffected customer when systems or processes do break down. Providing transparent visibility across all channels, coupled with empowerment to view and alter order details is the very minimum functions that need to be provided.

But it really does matter!
It is having the single view of the customer, stored in a single data store that unlocks the true potential of multi-channel retailing in providing marketers with the data that enables customer behaviour to be analysed and utilised in driving forward the customer plan. Presenting the right offer at the right time can only be consistently achieved by getting a grip on the customer’s behaviour and developing this capability. Architecting the CRM strategy to achieve this must take into account not only the qualitative data about customer numbers and orders, but also combining this with less qualitative data such as web statistics and responses to marketing campaigns and Customer Service centre contact. Identifying the trends in this data empowers marketers to create campaigns targeted at specific audiences as well as allowing merchandisers to select appropriate products in the right channels.

The Practicalities of Multi-Channel Retail - Part 3 - Inventory (Stock)

Visibility of stock within distribution centres and fulfilment partners, as well as stock held locally in bricks and mortar stores, provides the customer with clearly defined options on where they can source the items they are looking for in either their preferred or alternative channel. Having the ability to directly purchase through a transactional website/telephone ordering system, or reserve stock at a local branch guarantees the customer is satisfied without them reverting to a competitor. This approach of guiding the customer to alternative channels in order to provide timely fulfilment is one of the key factors identified in retaining customer loyalty. There is not necessarily a right or wrong method for managing stock levels across channels, whether it is a federated or singular view within channels. But the most important feature of this is the speed in which stock can be made available between channels so that demand can be satisfied without the need for drawn out processes in transferring stock, whether it is physical stock, or merely logical partitioning in a warehouse.

The Practicalities of Multi-Channel Retail - Part 1 - A few fundamentals

The Practicalities of Multi-Channel

The “multi-channelness” of a retailer is only really determined by the ultimate ambition of the organisation coupled with the appetite for some serious change. Those early trail blazers that managed a seemingly coherent multi-channel offering often got there by smashing various legacy systems together by brute force in the pursuit of an integrated solution. Often, this meant some behind the scenes issues in customer service, delivery and order processing that failed to provide a single view of the history of an individual customer over multiple channels. The impact of this ultimately hit the customer at some point in preventing them from switching channels for returns, combining deliveries or tracking the statuses of orders. Ultimately, these legacy “smash-ups” present longevity issues by their very nature in that they are difficult to maintain, extend and above all, have problems scaling as demand for their services grow.

These issues are only resolved by initiating substantial change in the backbone of a retailer’s information system so that there is one source of the truth for critical product and process data such as:

• Catalogue
• Inventory (stock)
• Orders and Order History
• Returns
• Customer
• Delivery
• Payment

Providing this coherent and centrally managed view on both data and processes gears the organisation for efficiency. Consistent product information and management forms one part of Catalogue management but there is also a distinct need to better manage the whole product lifecycle from birth to grave with particular reference to performance across channels. This can only be achieved by having a single strategy in information systems, product induction, categorisation and reporting. As an end goal, this is a tough challenge to resolve as any major change in catalogue management is often unpalatable with the more established areas or channels. Legacy systems in these areas rule the roost and require substantial re-engineering to accommodate the demands of the newer routes to market. However, those retailers who endeavour to undertake this challenge and implement a successful solution can reap the benefits.

Multi Channel Retailing - Putting the Customer First - Part 1 - Why it matters

The business of retailing has undergone a transformation beyond all recognition since the widespread availability and adoption of broadband internet. This transformation has been largely dominated and truly exploited by a handful of retailers who trail blazed their way on to the computer screens of the UK. Companies such as Amazon, Play.com and Tesco have all exploited this phenomenon in providing compelling offerings in the early days of this online retail explosion. But now this early adoption is moving to one of relative maturity and so, what should retailers be doing to ensure that they are not drowned out by the noise?

Across the globe, retailers are discovering that winning in the multi-channel arena is fundamentally all about putting the customer first and it is those that truly embrace this philosophy are those that will survive and maintain, if not further grow their own position. Creating a compelling multi-channel proposition is the current obsession of the industry and making it easier for customers to seamlessly slip across the various channels available today is a key part of the evolving retail landscape. Traditional high street or out of town units, e-commerce, mail/phone order and the evolving m-commerce (mobile commerce) all have their place in the retailing artillery but presenting these as a truly coherent offering is proving a far harder conundrum than the end consumer will ever realise. Central to this, is a realisation that creating the right architecture is not just about how the IT solutions are constructed, but also about how the business architecture is positioned, managed and driven. By getting both of these right, the customer can be correctly positioned at the very centre of these enterprise architectures so that they are the focal point of what all leading retailers aspire to creating…… “Great Customer Service”.

Charteris Multichannel Retail Survey 2008 Results

For retailers, addressing the challenges facing them isn't as straightforward as it may seem. Both leveraging existing assets and embedding customer centricity in decision making are easier said than done.

This point is clearly highlighted by a recent study Charteris did on Multi-Channel Retailing in the UK. We spoke to 32 multi-channel UK retailers covering all the main retail sectors, with total sales exceeding £41bn. Retailers scored themselves in 6 areas…

1. Strategy
2. People
3. Processes
4. Information
5. Metrics
6. Technology

What we found is that retailers currently face a lot of challenges, with only metrics scoring acceptably in the survey.

The lowest scores across were in these six areas.

1. Responding to customer needs
2. Improving customer experience
3. Leveraging Existing Systems
4. Integrating Existing Systems
5. Shifting from a product focus to a customer-centric culture
6. Shifting to a cross-channel culture

We can aggregate these to highlight three key problem areas that we feel retailers should be focusing on

1. Changing culture
2. Doing more with existing assets
3. Linking assets together

Addressing Channel Convergence

Multiple channels to market are fast becoming the norm and the lines between these channels are blurring – particularly in terms of consumer expectation. It is becoming less and less acceptable to have differential pricing, branding or experience across different channels. We’re finding that forward thinking retailers are rapidly moving towards a seamless cross-channel experience with the goal of improving conversion rates.

The general perception of course is that the major driver behind channel convergence is cost saving. This is because managing channels separately results in cost inefficiencies arising from running separate order-management and customer service operations, multiple warehouses and fulfilment systems, and buyers and merchandisers duplicating effort across different channels.

However, while emerging integration technologies have been a key enabler, multi-channel growth is actually being driven by consumers. According to Shop.org, 34% of consumers today use at least three channels when shopping. Research has also found consumers spend up to 10 times more, generating 25 to 50% more profit and demonstrating greater loyalty than their single-channel counterparts. The core driver behind channel convergence then is customer demand.

So where do you start?

Well, one good place to start is to get your people culturally ready to help you make the most of all the channels your business takes to market. This is because, whilst establishing clear and consistent products and services is essential, the experience is what makes the difference.

Recent McKinsey research shows that only 15% of loyalty is gained from perceived product quality and promotional strategies, leaving 85% to the actual purchasing and post-sales experiences of customers.

For example, the person who answers the phone at your call centre could be as knowledgeable about your products and services as your store staff. Returns processes, checkout processes, and customer journeys through your store, could be synchronised with and as easy as they are on the web; simply by mobilising a service oriented workforce.

In short I’m talking about building loyalty and thus competitive advantage, through cross-channel customer-facing cultures that ensure your staff are making the shopping experience as enjoyable as possible.

Leveraging existing multi channel assets

Retailers under Pressure

John Lewis this week announced a 27% fall in first half year profits, largely attributed to price cuts and increased marketing spend. With the uncertainty the credit crunch has created, retailers will increasingly have to innovate to create the seamless Multi Channel experience that we all crave. Without the luxury of profit growth and flexible budgets, retailers need low cost / high benefit customer propositions.

Use what you have

Leveraging existing assets is one way retailers can do this. I wonder how many retailers take stock of all their multi channel assets, and attempt to link them together to create value add services for their customers.

One Example

The 3 main channels a retailer uses are the store, web and a call centre. Once a customer has saved their address and credit card details on the web, the checkout process is normally fairly seamless. So why not use this data in the call centre and store so customers only have to enter a password and a PIN number. Thus creating a seamless checkout process through all channels and creating customer value add propositions in the process.

Creating customer centric services are essential as exemplified by recent McKinsey research. They found that only 15% of loyalty is gained from perceived product quality and promotional strategies, leaving 85% to the actual purchasing and post-sales experiences of customers.

Charteris' ARC Conference Presentation on Leveraging multi-channel Assets

We attended the ARC Retail Conference this morning and gave a breakfast briefing on Cross-Channel Retailing - see slides below.

The slides cover the 3 critical challenges that retailers are facing right now and how they could start addressing them by developing low cost, high benefit, customer propositions through leveraging the channel assets they already have. Here's the slides. The presentation is extremely visual so it should be easy to scan through quickly.

If you want to know more just drop us an email on info@charteris.com or contact as us as below and we'll be more than happy to have a chat.

ARC Conference Presentation - Leveraging Multi Channel Assets V1

View SlideShare presentation or Upload your own. (tags: social retail)

Enjoy!