Great customer experiences don’t happen by chance
Would you like help in improving your framework for managing customer experience? Or your quality management processes? Here are three key areas you could consider:
- How to best measure customer satisfaction for your business for example, surveys, analysis of dissatisfaction, and use of technology
- Customer journey mapping – what are the key touchpoints for your customer? How are they affecting the overall experience?
- Analysis of existing quality management system and customer performance data with reporting of improvement opportunities.
What we offer
Quality Management System Review
Provide an external perspective on your business’ quality management system (whether based on ISO or other standards)
- Review your high level business process, objectives and results
- Gap analysis – standards, documented processes and current trends
- Identification of non-conformities, defects and corrective actions
Customer Journey mapping
Ideally conducted with members of your team, a review of your customers, their interactions with you and key touchpoints influencing their satisfaction and loyalty. Identification of recommendations for improvement.
- Review end to end process and performance reporting
- Observe the end to end process(es) live and in action
- Write up findings (strong/weak points) and proposed next steps
Customer Satisfaction Assessment
Evaluation of your framework for measuring customer experience; and report to identify opportunities for improvement.
- Customer interviews and/or surveys; data and complaint analysis
- Assess wording and application of customer information (e.g. websites, instore)
- Review findings (strong/weak points) and proposed next steps.
Benefits for your business
