Page 51 - V3 TOGA_CX Presentation

FOUR OPPORTUNITY AREAS EMERGED FOR TOGA
FRAMING THE OPPORTUNITY
Getting the right frame on the opportunity helps companies get off on the right foot, organise how they think about their future opportunities, and at moments of ambiguity help clarify where they need to focus their efforts. The “How Might We...” method frames and focuses a challenge question to encourage what’s possible rather than what’s probable. This aims to remove limits and encourage people to use “blue sky” thinking in a collaborative and safe environment. The opportunity statements helps define the ‘problem to be solved’ to ensure customers’ needs are met.
OPPORTUNITY AREA 1
How might we better service our customers to make them feel recognised and important so that there is a consistent end-to-end TOGA experience that is tailored, special and valuable to each individual.
OPPORTUNITY AREA 2
How might we reduce the anxiety around delays and waiting times to maximise the excitement of buying a new unit.
OPPORTUNITY AREA 3
How might we consistently position TOGA as a safe bet for customers to more closely align with our customer’s buying behaviour and encourage referrals.
OPPORTUNITY AREA 4
How might we normalise the whole process of buying off the plan to make it as easy, efficient and effortless as possible.
Commercial in confidence
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