Customer Experience
How is it that some 21st Century business can succeed without a marketing budget? Amazon, eBay and Facebook do!
They understand that today’s customers can easily and extremely rapidly share their opinions about your business - good and bad - to a very wide audience. Relying on marketing material to promote your brand will not change a formed or shared opinion. Equally customer satisfaction surveys and Netpromoter Scores are too slow a process to enable a business to deliver exactly what the customer wants when they want it without hassle and frustration. They are generally too little too late!
Basically the things that you do everyday to your customers have the biggest influence on how they feel about you. Here are some of the experiences you really want to be delivering, don't you?
-
Short, sharp processes
-
Clear and consistent communications
-
Delivering exactly what the customer wants without repeated contacts
-
Doing what you say you will do
-
Empathetic contacts with time to listen
-
Adding value not wasting time
-
Having departments that talk and work with each other, sharing responsibility
-
Joined up processes that deliver timely outputs
Your first steps to an excellent 'Customer Experience' is understanding what is irritating or frustrating your customers every day and knowing how to drive the action that will change how you deliver that experience.
For example, mobile operator 3 asked Budd to evaluate their UK and Indian operations and advise on the priorities for change. As a result they created major changes to how customer demand was measured and challenged at the senior management level. Changes to the way quality was measured allowed feedback not only to agents but also to other causes of quality gaps: the processes and the management.
Talk to us and we can help you improve your customer experience. We can introduce Lean-based processes that enable you to collect real time customer feedback, join up process, reduce costs, improve customer and employee satisfaction with your business.
Read more about our broad range of consulting services, Lean processes such as Skyline or hosted solutions such as WOCAS that can underpin successful customer experience initiatives.
