Opening Hargraves’ Conference2015, David Morrison shared NRMA’s story of the launch of its new ‘Service Emergency Home Assist’ and the impact of the need to have a culture of excellence for success. This need was reinforced given the level of trust consumers placed in brand ‘NRMA’.
David outlined various elements that contributed to the culture including:
Contract – members understood the brand and NRMA were keen to manage the relationship between members and the NRMA brand.
Ownership – As the program’s champion, David took ownership including appearing on the front cover of the NRMA magazine Open Road.
Clarity – David highlighted the need to have a clear message, and in getting feedback to ensure the product is right.
Listen and Learn – Organisational culture and excellence was key here through getting member feedback.
Recognise and Reward – This was a big part of making the program work. Holding great work up as an example and praising it, and identifying the key diamonds in the organisation who lived and breathed excellence.
All Inclusive – keeping people in the business close to ensure they operated as one team.
Outcomes – the business was launched successfully with member satisfaction trending way above the rest of the business.
Key learnings were:
– contract with care and contract fairly
– ownership – be the leader in the business
– be clear on best practice
– all be in it together
– celebrate success
David Morrison, Emergency Home Assistance Manager, NRMA Motoring & Services shared his member story with the Hargraves Community at Hargraves Conference2015.