Under the banner of “Unrivalled Experiences” Northumbrian Water (NWL) has systematically transformed its approach to the customer and has re-entered the UK top 100, moving some 73 places up the league table. It has clear customer objectives and is focused on creating value for customers.
NWL recognises the role of employees and ensures all employees, across front, middle, and back office, not just the customer touching ones, understand their role in delivering great experiences for customers.
The ambition for Northumbrian Water was to get 3,000 people acting as one, thinking about the customer first and then empowered to take appropriate action. Simple questions helped staff internalise best practice and get to a consistent understanding of what was required.
They have identified the Six Customer Priorities which are the “what” – what customers say are most important when it comes to the customer relationship with NWL.
NWL uses a holistic approach involving the entire business driving ever improving service and efficiency. This involves examining every part of the business, overcoming silos and ensuring that all areas work well together as part of the whole.
The Six Pillars of experience have been central to the change. Embedded within the customer function and widely understood across the organisation, they provide the “how” when it comes to examining and redesigning experiences both internally and externally.”
