eKourier Oct 2014

FEATURES

Momentum initiatives – An Innovation Update

Customer Feedback “It is very rare that I take the time to put together an email regarding service however my experience this morning at Kennards Artarmon was above and beyond and I felt compelled to seek out your details and let you know. I was closing my account due to reloca- tion and am undergoing chemotherapy so as you can imagine was not feeling exceptionally well. Ashley, without even knowing this greeted me with a positive attitude, was highly informative about the process of closing my account and assisted me with my trolleys (that I was clearly struggling with). All the while displaying an excellent, positive attitude and discussing the benefits of storing here! As a Recruitment Manager I know talent when I see it and Ashley displays a passion for her job that is sadly rare to see these days. I just wanted to commend her for her efforts and let you know as a result I will be recommending this facility to friends and family.” “Sam, could not fault any aspect of the last nine months with your company, just excellent. Sandra at Preston was wonderful, I will recommend far and wide.” “ Great storage company! I have stored my household goods with you. Being very central in Wanganui, they are perfect for me. When I made the arrange- ments online from Hamilton, I didn’t know whereabouts in Wanganui I would end up purchasing my home. Turns out I’ve purchased in Wanganui East and KENNARDS are perfect from a transport and accessibility point-of-view.” “Finding a suitable storage room, friendly staff, professionalism at all times and assisting us with advice on the best storage room size. Thank you to everyone at Kennards Castle Hill, especially Mick.” “Everything from the time I enquired to the time I checked out was an amazing experience at Mt Eden and I have already passed on your details to people that may be interested.”

B ehind the scenes, we are systems, experiences and of course simple little things that make our day to day experience better, both for Teams and customers. Whilst not everything ‘innovative’ relates to technology, a good chunk does and whenever the goals and initiatives of our pillared strate- gies cross over our role is of most importance. Ideas and strategies require a lot of support, collaboration, planning and nurturing. Without these ingredients the recipe rarely comes off! It’s easy to mistake silence with inactivity. However this couldn’t be further from the truth. You can expect a dozen ideas and strategies to be brewing in the background at any one time. In the context of Momentum 2012 Goals and Strategies here is a progressive update and summary of milestones: To become a Famous Household Name: Continued and ongoing development of web marketing strate- gies with a current focus on NZ. constantly figuring out what’s next, what’s feasible. How we design, build and deliver To Achieve 40,000 customers by June 2013: Ongoing revenue management refinements, enhance- ments to our websites with a focus on increasing our customers’ ability

to transact almost anything online through the development of ‘rent now’ and ‘customer portal’. 2013 will be our 40 Year Anniversary - 40,000 in 40 years! Conceptualisation and implementation of promotions like our October 40 Day Free special. Create Exceptional Customer Experience: Unpacking touch points and forging long term strategies to improve them, ranging from customer facing emails, website usability, integrated surveys, online sign ups and well executed confirmation pages to name a few. Find, Retain the Best People: Assisting with the implementation of the new recruitment portal and better demonstrating careers online. Continuous Innovation: All of the above by supporting planned outcomes, providing meaningful data to drive decisions and ongoing development. Grow and strengthen our Brand Profile: Our focus has been online predominantly, with continued changes to how customers interact with our websites, broader engage- ment of social media and marketing. Stay tuned for further developments and updates.

Jeff Xanthos Chief Information Officer

5 Kennards Kourier October 2014