On This Episode of Thriving Transformation: Christina Ioannidis talks to Claire Jefferies. Claire is the Group Customer Marketing Director for Verisure – Europe’s number 1 home security provider. Her role covers the entirety of the customer lifecycle – from welcome to retention via communications, engagement and value management. Prior to her role at Verisure she was CRM and Digital Marketing Director for the UK energy giant SSE and was Head of Upgrades, Retention and Value Growth for EE. Claire has been recently awarded the Customer Experience Award from Women in Marketing.

Notable Quotes

• ‘If we don’t trust our people to do a job, why should our customers trust them?’
• ‘If you don’t have data, find a proxy; find other ways to measure impact’
• ‘What can be good, can be great’
• ‘What you report you do, what you don’t report you don’t do’
• ‘Don’t set customer expectations that you cannot meet’
• ‘It’s the boring stuff that makes the customer experience’

Talking Points in this Episode

• The importance of being multi-lingual: talking the language of customers, of agents and of the business
• The power of subscriber industries in managing the customer life-cycle to create long-term, loyal customers
• The difference between Transactional Net Promoter Score and Relational Net Promoter Score
• The imperative for creating a CX community internally, to disseminate best practice

Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you

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