Thursday, 14 March 2019 | 9:45 AM
Katie Stabler, CCXP
Customer Experience Design and Delivery Manager
Debt Collection - Breaking Through Customer Perceptions to Create Financial Well-Being
When debt collection is your business, how do you effectively engage with a customer base that didn’t choose to be your customer? As Europe’s 2nd largest credit management services company, none of Lowell’s customers have actively chosen to be their customer. Focusing on customer engagement and customer experience in debt collection may sound like an unusual concept? Well, Lowell shows it works! As a 4 x Investor in Customers Gold Winner, Lowell’s customer focused approached has raised its NPS score from +25 to +44, despite not being in an industry where advocacy would be expected. The success translates beyond feedback into discernible business results too: collections are consistently ahead of forecast across varying economic conditions, employee engagement is high and income growth has been consistently in double digits. Customer relationships for Lowell are not about growing long-term customer relationships – the goal is to help people understand they can get their debt under control, and to help them do it. Lowell’s story presents a cultural and operational focus on achieving the best outcomes for customers and in return delivering value for the business, clients and investors.