employee engagement in a customer-focused culture
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Employee Engagement in a Customer-Focused Culture. October 19, 2013 Carol Dillin Vice President, Customer Strategies & Business Development. 2013 Marketing Executives’ Conference. Portland General Electric. 828,000 customers 2,600 employees - PowerPoint PPT PresentationTRANSCRIPT
© 2013 Portland General Electric. All rights reserved.
Employee Engagement in a Customer-Focused Culture
2013 Marketing Executives’ Conference
October 19, 2013
Carol Dillin
Vice President, Customer Strategies & Business Development
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Portland General Electric
828,000 customers
2,600 employees
Service territory population 1.7 million,44% of state’s population
52 cities served
4,000-square-mile service area
25,600 circuit miles of T&D lines
• Transmission 1,600 miles
• Distribution 24,000 miles
2,781 MW of generation
Summer peak load of 3,950 MW (2009)
Winter peak load of 4,073 MW (1998)
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The Journey
Source: Market Strategies, Inc.
Percent Positive Rating
Year-end results except where otherwise noted.
Peer utilities include: Pacific Gas & ElectricPacific PowerRocky Mountain PowerPuget Sound EnergySouthern Cal. EdisonSeattle City LightSan Diego Gas & ElectricNV Energy NorthNV Energy South
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Corporate Focus on Customer Satisfaction
Elevate the importance of customer satisfaction at the corporate level
Added customer satisfaction metrics by market to PGE’s corporate Scorecard
Added “customer value” and key stakeholder strategies to company’s Strategic Intent
Established a customer-focused organization with residential and general business market managers
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Promote Customer Information
Established ongoing research and measurementsMarket Strategies International (MSI) — Residential (quarterly); added General Business (semi-annually) J.D. Power and Associates (JD Power) — Residential and General Business (annual) TQS — Interviews with energy managers from Key Customer with 1+ MW (manufacturing, hospital, university)
Celebrated successes with employeesPosters, communications featured employees holding JD Power award
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Strategic Intent includes Stakeholder Strategies
Customer Strategy We will power customers’ potential as the region’s trusted energy partner
Employee Strategy We will engage and develop
high performing, flexible employees, providing meaningful work and
development opportunities to strengthen commitment
CUSTOMERS
EMPLOYEES
SHARE-HOLDERS
COMMUNITY
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“Line of Sight” to Customer
How to develop a customer-focused employee culture?
Build the business case for why customer satisfaction matters
Go from “good to great” on customer satisfaction
Create a “line-of-sight” between the employee and the customer
Launch an internal, companywide program to achieve these goals
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Customer Focus Initiative
Launched program in 2007
Orientation for all 2,600 employees
- “Line of Sight” electric cord exercise
Company-wide “Quick Hit” improvements
Created employee recognition program, Power Stars, to increase culture of telling customer stories
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Power StarsEmployee Recognition Program
Foster support and showcase employees who have demonstrated excellent customer focus
Categories
- Exceptional Service
- Back-stage hero
- Efficiency All-Star
Cash prizes, non-profit donations
Reinforce “story telling”
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Hearing the customer’s voice
Develop opportunities for all employees to hear what customers are saying on a continuous basis
“Voice of the Customer” monthly reporting program
External guest speakers at annual manager’s meeting
“Man on the Street” video[ empathy ]
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What are customers telling us they want now?
To do business with PGE when they want, how they want
Simple, first-time resolution
Feel valued
Innovative programs, technologies and solutions
Reasonable electric prices
PGE Confidential. For discussion purposes only.
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Customer Engagement Transformation2011- 2018
Integrated Approach Maximizes Customer
Value
Integrated Approach Maximizes Customer
ValueSatisfying service
from PGE employees who
resolve issues in a timely manner
Cost efficiencies enabled by automation
and process improvements
Cross-channel information
improves customer experience
Innovative programs, technologies and
solutions
Relevant information, when customers need
it, through their preferred channel
Self-service transactions across multiple channels,
at a higher rate than today
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Improvements in customer operations
2011
2012
2013
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Creating a vision for employees
Customer Engagement Transformation (CET)Vision Statement We will deliver great customer experiences and achieve world-class performance by transforming the way we engage and serve customers. This transformation – driven by improving business processes, investing in talent and leveraging technology – aligns with our strategic intent.
Vision “tagline” — where we’re headed and how we’ll get thereCustomer Engagement Transformation Great customer experiences. Powered by you. Strengthened by technology.
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Engaging and supporting employees through transformation
Build Change Agent Networks
Create transparency through focus groups
Survey to collect feedback and track“change saturation”
Make work fun and celebrate success!
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Where are we today?
© 2013 Portland General Electric. All rights reserved.
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Questions?