Customer Experience programme improvements are usually high impact to the business as well as meaning to be high positive impact to the customer. But do they need to be? With a different starting point and different approach Lexden highlight how some amazing ideas to big issues are really very small ideas. We also bring you details of our new small ideas | BIG impact approach should you wish to talk us about how our approach could deliver a small idea to have a BIG impact on our customers.

2. small Ideas | BIG IMPACT

3. WHEN FACED WITH A SIGNIFICANT CUSTOMER EXPERIENCE ISSUE, CONVENTION SAYS BIG IDEAS AND BIG SOLUTIONS
Jan 2013 | Paul Massara, newly appointed CEO of npower, has today announced his commitment to make his company number one in the industry for customer experience by 2015.
small Ideas | BIG IMPACT
According to Which? And USwitch npower bottom of energy providers leagues for customer satisfaction.
The challenge
The response
The business impact
This sort of response requires a top down support to secure sustained and significant investment across the business to deliver a return. High risk and disruptive to achieve a major turnaround.
The customer impact
Solutions are grand and require significant diligence which takes time. This means solutions can take months or even years before customers realise the benefits.

4. BUT CAN YOU WITHOUT REDESIGNING THE BUSINESS?
THINKING SMALL MIGHT JUST WORK…
Small Ideas | BIG IMPACT
THINKING SMALL
ACHIEVE A BIG IMPACT

5. WINDOW CLEANER TO SUPERHERO
Challenge
Make the children’s experience at hospital inspiring.
Solution
Window cleaning firm propose they wear superhero’s costumes.
Outcome
Happy kids.
Emotional window cleaners.
Small Ideas | BIG IMPACT
Children's Hospital of Pittsburgh in Pennsylvania

6. 2 X AA BATTERIES = TECHNICAL COMPETENCE
Challenge
Despite a comprehensive installation process, Virgin Media customers often called to query they weren’t sure everything had been done.
Solution
Installers replaced existing remotes with 2 x AA batteries as standard.
Outcome
Customer confident that if remote checked, installation is comprehensive.
Installation call volumes dropped away.
small Ideas | BIG IMPACT
COMPETENCE

7. YELLOW DUSTER = CARE AND CONSIDERATION
Challenge
The electrical goods company prided itself on it’s product handling care. Sadly the customer’s perception didn’t match this leading to complaints about damage on delivery when technical faults were to blame.
Solution
Equip and instruct delivery team to blow on and dust every delivery.
Outcome
CSAT increase as customers perceptions changed, “if the delivery guy cares, my product must have been looked after right from the factory”.
Queries relating to faults were cited as technical issues and not delivery damage.
small Ideas | BIG IMPACT
CARE

8. TUNING IN TO SAFETY ANNOUNCEMENTS
Challenge
Easyjet found frequent passengers were tuning out to pre-recorded repetitive safety announcements.
Solution
Appoint radio’s Richard Bacon as safety announcement voice over to make broadcast more interesting.
Outcome
Passengers tuned in to message as they thought they recognised voice.
Still unconfirmed by easyjet sources.
small Ideas | BIG IMPACT
SAFETY

9. IT WOULD SEEM SIZE DOESN’T MATTER.
WHAT MATTERS IS THE POSITIVE IMPACT IT HAS ON CUSTOMER’S EXPERIENCE.
small Ideas | BIG IMPACT
POSTIVE IMPACT
SIZE

10. INTRODUCING SMALL IDEAS | BIG IMPACT FROM LEXDEN
small Ideas | BIG IMPACT
We have been involved in significant Customer Experience projects. These projects encourage big thinking and big solutions.
However, we know customers don’t think big. They think ‘Did that do the job I wanted it to do?’, ‘Was that easier than I thought it would be?’ and maybe, ‘Did I enjoy that?’
We have found some of the most stunning improvements are actually very small and simple for the business but have a huge impact on customers.
With this in mind, we have taken our strength in understanding customers and developing solutions which connect with them to create a ‘small Ideas | BIG impact’ programme.
We aim to help clients fish in different ponds for new solutions to customer challenges.
And deliver ‘quick win’, ‘low cost’, ‘easy to deliver’ AND ‘high customer impact’ solutions.
With this in mind our approach can achieve results in just 5 days.
SMALL IDEAS
BIG IMPACT

11. HOW THE HOT HOUSE APPROACH WORKS
small Ideas | BIG IMPACT

12. PROGRAMME SPECIFICS
small Ideas | BIG IMPACT

13. WE WORK WITH BRANDS TO CREATE A COMPETITIVE AND COMMERCIAL EDGE THROUGH CUSTOMER MARKETING STRATEGIES & ACTIVITIES
COMMERCIAL EDGE
YOU?

14. AND FINALLY…
Marie-Laure Blaise, Quality Assurance Manager, Park Inn by Radisson Hotels
Celia Felgate, Customer Experience Manager, npower
“Working with Lexden has been great, inspirational and a highly rewarding experience starting from a complex business case - deployed in a demanding environment, Lexden came with a first class approach to define and develop customer experience initiatives for over 110 hotels throughout Europe, Middle East and Africa. Throughout all stages of the project, Christopher always managed to convey any challenge into creative nevertheless realistic solutions that proved to work.
Driven by true passion for customer excellence, Christopher is the collaborator anyone would dream of: smart, organised (deadlines always met!), highly supportive and fun to work with. On a NPS scale I would give 10 - I am a firm promoter and can only recommend any company to work with Lexden.”
I had the pleasure of working with Lexden to establish a new Customer Experience strategy. Christopher directed us deftly through the course of forming a team and programme and taught me a tremendous amount about what it means to really ‘think customer’. He used their extensive experience to help us examine the choices we make for our customers and reconsider our approach. I can’t speak highly enough of Christopher as customer champions and masters of original thinking."
Lexden Ltd. Registered in England Number: 06290644 | VAT Registration Number: 926725700 | www.lexdengroup.com
Elizabeth House, York Road, London, SE1 7NR | The Courtyard, Wind Hill, Bishops Stortford, CM23 2ND
Contact christopherbrooks@lexdengroup.com | 07968 316548 for more details