Products and Propositions

4. But with time against us we had to act quickly
6. Customers didn't understand the fees
8. and test product….
12. To all things big new
13. So we wrote to 2.5k fixed customers and changed their terms
16. Acquisition, Business Movers, Outsource (hopefully)………Retention, Term and ACM they all want Fixed and Variable
17. Feedback was good
19. but then we'll have to do it all again to all our closed book, maybe 120k
22. Two in mind are Broker Renewal
25. We're debuting these products across the channels
28. But the process was…..
31. So we analysed the options and tested …. Fees
33. A secondary objective was to understand customer
34. and agree a central product set
35. But most importantly keep the ones we have…
36. We asked our customers what they thought

1. But before all that we going big
2. Soon we'll see what customers which product customer want
3. and how long they choose to stay
5. We developed the detail of the products
7. We analysed the sales and presented them to you
8. We positioned the products
9. Then we look ahead
10. to create the products & propositions which will entice new customer
11. We went public with our intentions in September….
14. The primary objective was to test the system and provide a plan B
15. There wasn't much reaction
18. Instigated the trials
20. Daily calls to get feedback from the agents
21. We then had to assess the options
22. Meanwhile…………….We wanted to know how customers would act….
23. In order to specify system changes
24. New CSAT questions to get customer feedback
25. We created the manual processes
26. But all ideas are welcome to ensure ….
27. Brokers and Online will have to do with our Fixed product all brand new!!!!!
29. and a Market Tracker
30. We set up real customer experiments
32. But opinion was divided
37. Once they reached the end of a new fixed contract