are you speed dating or slow dancing? - amazon web services website/are … · miki szikszai, ceo...

Are you speed dating or slow dancing?

Miki Szikszai CEO, Snapper Services Ltd

A guide to managing customer relationships

Our playbook

Miki Szikszai, CEO Snapper Services Ltd | Are you speed dating or slow dancing? - A guide to managing customer relationships | January 2016

operation since 2012

services.snapper.co.nz

rd

6 Reasons Why Transport Ticketing Schemes Need a Mobile Strategy

Miki SzikszaiCEO, Snapper Services Ltd

Don’t leave your passengers strandedMiki Szikszai CEO, Snapper Services Ltd

Adapt or DieThe Snapper guide to innovationMiki Szikszai CEO, Snapper Services Ltd

2008 2009

2010 2011

2012 2013

2014

About Snapper

2016

2015

What it’s like to speed date


responses

What it’s like to slow dance


understand needs and motivations

Why this matters


to meet changing population


Team Snapper @TeamSnapper

· 27 Nov 2015

Thank you @Uber_NZ for our

furry friends today! The Snapper team

LOVE kittens-fur real.#uberkittensnz

Charlie-as-a-Service

and Miki Szikszai

and innovative

the relationship

Public Transport vs Uber

2015 2016 2017 2018 2019 2020 2021

2%4%

8%

16%

32%

64%

99%

1%

Exponential Graph of Transport Journeys100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%


changes the

relationships matter

1. Vision2. Empathy3. Skills4. AgilityFour key

attributes


relationships

1. Vision


that vision

Snapper vision


Building towards the vision

LOCATION FINDER

MOBILE STORE

REGISTRATION

CUSTOMER CARE

MOBILE APP

MOBILE ON MY SIM


and changes

same vision

Mobile reloads

20132012 2014 2015 2016 2017

80%

60%

40%

20%

0%

Mobile reloads

3%5%

8%13%

40%


act to get there

Mobile app ratings


2. Empathy


Photograph: Allstar/Cinetext/Paramount

Our eyes and ears

SOCIAL MEDIA

CALL CENTRE

NPS RESULTS

UX DESIGN

OBSERVATION

IN-APP


U X

2. Measure


Retail

Net Promoter Score

= –NET PROMOTER

SCORE

43.8 59.2% 15.4%PROMOTERS 364 DETRACTORS 95


Monthly trend

Jan 15 Mar 15 May 15 Jul 15 Sep 15 Nov 15 Jan 16

100

90

80

70

60

50

40

30

20

10

0

Monthly Trend


24.4%RESPONSE RATE

DELIVERY STATS

2,400 SENT

2,352 DELIVERED

1,259 OPENED

574 RESPONDED

What our customers are saying…

It's better than cash and it's easy to top up on my phoneLance Crossley – 3 days ago

Snapper is a fab way to get around WellingtonSandra Tomlinson – 2 days ago Just works really well,

is fast and efficient and saves carrying cash around!

Simplistic to use, easy to rechargeDave Dustin – 2 days ago

Jonathan Harris – 2 days ago



In-app feedback

not social media

3. Skills


App design


Snapper InternshipProgram 2015/16

Are you one in a minion?


added to the team


LEVEL 4QUANTITATIVELY

. MANAGED

LEVEL 5

OPTIMISING

LEVEL 3

DEFINED

LEVEL 2

MANAGED

LEVEL 1

INITIAL

Capability maturity matrix

coach or partner

Companion App – Progress

Today

10 devices

Basic functions• Balance• Reload

100s devices

Focal point of card management

• Balance• Reload• Products• Customer care

2012

Focus on the passenger


course

Snapper example


OK SETTINGS OK

INCOMPATIBLE CARD

Some older Snappers can't be read by this app. Visit your nearest Snapper Service Centre where we

will replace your old Snapper with a new one for free.

INCOMPATIBLE CARD

Due to handset compatibility, older cards may not be fully

supported by the Snapper Mobile app. Visit your nearest Snapper

Service Centre to replace your old Snapper with a new one for free.

If you believe your handset is compatible, you can enable

older cards in settings.

4. Agility

the same



Leap Launch

Visionreload on their phone.Empathy – listening to customers,

Skills

Agility

The performance



Make your customer the star

services.snapper.co.nz

@snapperservices snapperservices

are you speed dating or slow dancing? - amazon web services website/are … · miki szikszai, ceo...

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