3. Prioritering av lösningar
för efterlevande
LaVita - Workshop
Stockholm 1 april 2015
Erik Hammarström Jens Moser Sofia Karlsson Patrik Berglund Ulrika Af Klint
13. The survivors should receive better
service and improved perceived
comfort through complete and
coherent information and
communication
THE PRIMARY GOAL:
14. 89%
OF COMPANIES EXPECT TO COMPETE
MOSTLY ON THE BASIS OF CUSTOMER
EXPERIENCE
Gartner
15. ”If there's one reason we have done be2er
than of our peers in the internet space over
the last six years, it is because we have
focused like a laser on customer experience”
Amazon
”…will during 2016 invest in increased customer
experience, something customers will see signs of
during the second half of 2016.”
Nordnet
“Our focus lies in delivering
world class customer
experience.”
TeliaSonera
“Our mutual values – Reliable, Personal and On –
form the basis of our company values and our quest to
obtain the most sa3sfied customers in Sweden.”
ComHem
“Our goal is to work in a
user centred way,
close to our visitors”
1177
Skandia will offer the
best customer experience
across all channels”
Skandia
”We deliver customer value by
developing our services and operaMons
together with our customers”
Pensionsmyndigheten
”H&M should always have
the best customer offering
in each and every market.”
H&M
”Through a solid understanding of the
customers and their needs, we can develop and
present an a2racMve offer to our clients via all
our sales channels”
Clas Ohlson
16. 13%
OF CUSTOMERS ARE SAYING THAT
BRANDS PUT ENOUGH EFFORT INTO
PROVIDING A SEAMLESS EXPERIENCE
ACROSS ALL CHANNELS. Zendesk
89%
OF CUSTOMERS GETS FRUSTRATED
BECAUSE THEY NEED TO REPEAT THEIR
ISSUES WHILE USING A SERVICE.
Accenture
38. A personal
guide -‐ offers
condolences and
support
A personal
guide -‐ ini3ates
contact while
the husband is ill
More people know
about the death = less
things to take care of
Smooth treatment by
the bank
Conversa3onal support
before death Clear guide on what
needs to be done
Guide to correct
compensa3on
Summary of what will
happen
Checklist -‐ to
remember
Returns to site to
ensure she has taken
care of everything
Leaflet to offer
condolences and
inform about
things to come
Fewer leaflets
and with a
similar tone
Contact centre
Receives answer
from ELC
regarding a
financial
ques3on
FUTURE JOURNEY
FACING BECOMING ALONE IN TRANSITION THE FIRST WEEKS THE COMING MONTHS