10 steps to improve the Customer Satisfaction in your business
- Customer Journey : Finding out what's wrong ...
Analysis : What's making us less appreciated today ...
- Audits with feedback
- Customer Surveys through individual interviews, mail, Social Media, sms and Call Center
- Social Media Polls to general Public
- Surveys & interviews with employees
Strategic Plan : How are we going to deal with this ...
- Reporting of measurements using easy to use BI-Tools
- Analysis with management
- Meetings with frontliners
- Defining weak performances of organization, services and products.
Detailed deployment plan : Who, What, When, Where, How ...
- Main improvement strategy
- Continuous feedback throughout entire organization
- Setting general goals and roadmap
Approval : Validation and "Go" for the Project
- Assessments per branch/department
- Priorities and action list per branche/department
- Detailed implementation plan
- Local resources & business case
- Sending out RFP's
Communication : Let the world know you want to improve ...
- Validation general business case
- Approval implementation plan
- Confirmation roadmap
Preparation : A good plan is the best start ...
- Total (top/down) company communication about customer experience project
- Communication through Social Media to customers and fans
Deployment : Getting things done ...
- Detailed Guidelines
- Training the project coaches
- Preparing the Project Tools
- Setting up the e-learning platform
- Setting up the project Dashboards and audit tools
Measure : How are we doing ...
- Roadmap per branch/department
- Implementation with local Staff and project coaches
- Filling in checklists, keeping scores in dashboards, using e-learning tools
- Starting all project tools
Wrap Up : Did we achieve our goals ...
- Organizing Mystery shoppings
- Intermediate audits
- Monitoring dashboards
- Final result reports
- Meeting with Management
- Offer for customer experience maintenance plan.
Start 2 Consult has done projects in Automotive, Hotel and IT Sector.