Grow and Retain Customers
Problem
Our customers face a broad range of problems in their financial lives: Consumers seek to make ends meet, maximize their tax refund, and save more, while Small Businesses desire to get customers, get paid, get capital, pay workers, access advice, and be compliant. When finding solutions to these problems, customers often lack confidence and seek help and expertise.
Solution
Intuit will be known by consumers and small businesses worldwide for delivering the best customer experiences. We will delight customers throughout their end-to-end journey, building confidence at moments of truth as their trusted advisor by proactively anticipating their needs and providing effortless support, personalized recommendations, and tailored solutions through our ecosystem.
Working in lock-step with other Sr. Leaders, I initiated with a clear vision, crafting an inspiring video to rally and align the organization in executing our strategy of augmenting experts with generative AI and workflow automation. This vision guided our roadmaps and set a standard for execution.
Assisted onboarding
Live expert-assisted onboarding for new QuickBooks and TurboTax users via the Virtual Expert Platform is highly valuable. It provides personalized, real-time guidance, accelerating the onboarding process and boosting user confidence. This ensures a smoother introduction to these financial tools, setting customers up for success in managing their finances and taxes.
Expert Recommendations
Product support experts recommending Intuit ecosystem products to existing customers adds significant value. These tailored recommendations enable users to maximize the complimentary benefits of the ecosystem, fostering business growth and enhancing personal financial management. By optimizing the suite of offerings, customers can streamline operations and gain insights to improve personal finances, ensuring a holistic approach to their financial well-being.
Digital Recommendations
Our virtual assistants provide digital ecosystem product recommendations precisely when users need them, enhancing their experience and promoting confidence and informed decision-making. Advanced AI-driven suggestions streamline interactions and optimize utilization, resulting in a more effective, rewarding, and enjoyable customer journey.
Personalized matchmaking
Matching customers with experts based on their unique needs and our experts' strengths is invaluable. This personalized approach ensures tailored guidance, boosting the chances of successful outcomes. It builds trust, enhances problem-solving, and ultimately increases customer satisfaction.
We measure success by increasing retention and driving business growth.
104 tNPS index YoY
Escalations down 92 index YoY
$270 million in annualized revenue