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EIGHT RECOMMENDED SOLUTIONS TO DELIVER VALUE TO CUSTOMERS
An Ideate Workshop was held on the 26th July 2018 with 17 internal TOGA staff from different departments, including two external TOGA suppliers to capture different perspectives and opinions as well as to involve key people from the business to be part of the solution ideation process. With an understanding on where to focus, the group was able to develop solutions to re-define the customer journey and create a wholistic end- to-end customer experience for TOGA.
Each group was assigned a customer persona and they had to develop innovative ideas to build potential future initiatives that could be embedded into the new customer experience. The ideas were consolidated by The Strategy Group into eight initiatives that are value added services that TOGA can deliver to its customers. These services will transform TOGA’s overall customer experience and significantly increase customer satisfaction.
1. TOGA PROMISE
This is TOGA committing to a settlement date and fulfilling this ‘promise’ to the customer. In order to relieve the customer’s anxiety around delays, TOGA Promise is about announcing settlement six months before completion and guaranteeing it.
2. TOGA CARE
An after sales home care warranty service provided to all TOGA customers for a period of three months after the settlement date.
3. TOGA LUXE
A one stop shop for all of the customer’s luxury home requirements. TOGA Luxe will provide bespoke services such as access to interior designers, movers and packers, cleaners, home renovators, contractors, and access to the best local suppliers who can help the customers make their apartment more liveable and rentable.
4. BENEFIT ME
A membership club that provides an opportunity for TOGA to make all their customers feel like a VIP throughout the buying process and beyond.
5. HOME AWAY FROM HOME
An offering to provide customers with discounted rates to various TFE hotels as part of the Benefit Me membership club.
6. BUSINESS AT HOME
Offering TOGA customers an opportunity to see TOGA as a business and lifestyle partner. This is an opportunity for TOGA to capitalise on the changing work culture and create built in co-working / business hubs within their developments.
7. TOGA ALOUD
Continually keeping TOGA at the front of their customers’ minds and telling the TOGA story - making its history and heritage known. This can be run as a campaign that encourages the TOGA brand to have a constant physical and online presence.
8. TOGA APP
A digital platform for TOGAʼs end-to-end customer needs. The App will create a complete digital experience with a 24/7 access to information, progress updates and customer service at the customer's fingertips.
Commercial in confidence
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