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Employee Engagement in a Customer-Focused Culture

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

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Employee Engagement in a Customer-Focused Culture

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  1. Employee Engagement in a Customer-Focused Culture October 19, 2013 Carol Dillin Vice President, Customer Strategies & Business Development 2013 Marketing Executives’ Conference

  2. 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)

  3. The Journey Percent Positive Rating • Peer utilities include: • Pacific Gas & Electric • Pacific Power • Rocky Mountain Power • Puget Sound Energy • Southern Cal. Edison • Seattle City Light • San Diego Gas & Electric • NV Energy North • NV Energy South Source: Market Strategies, Inc. Year-end results except where otherwise noted.

  4. 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 Corporate Focus on Customer Satisfaction

  5. Established ongoing research and measurements Market 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 employees Posters, communications featured employees holding JD Power award Promote Customer Information

  6. Strategic Intent includes Stakeholder Strategies • Customer Strategy We will power customers’ potential as the region’s trusted energy partner CUSTOMERS SHARE-HOLDERS COMMUNITY EMPLOYEES • Employee Strategy We will engage and develop high performing, flexible employees, providing meaningful work and development opportunities to strengthen commitment

  7. “Line of Sight” to Customer How to develop a customer-focused employee culture? • Build the business case for whycustomer 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

  8. 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

  9. 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”

  10. 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 ]

  11. 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.

  12. Customer Engagement Transformation2011- 2018 Innovative programs, technologies and solutions Self-service transactions across multiple channels, at a higher rate than today Cross-channel information improves customer experience Integrated Approach Maximizes Customer Value Relevant information, when customers need it, through their preferred channel Satisfying service from PGE employees who resolve issues in a timely manner Cost efficiencies enabled by automation and process improvements

  13. Improvements in customer operations 2011 2012 2013

  14. 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 there Customer Engagement Transformation Great customer experiences. Powered by you. Strengthened by technology.

  15. 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! Guided Customer Call

  16. Where are we today?

  17. Questions?

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