Vertu case study
Customer strategy development and roll out of feedback processes across multiple countries in retail and contact centers for this ultra high wealth sector of Nokia.
"We've been working with Peter Massey at Budd for 6 months now to work out ways that we can stop doing dumb things to customers and start delivering to them the consistently great service that our demanding clients look for.
We have now put in the Skyline and WOCAS (What Our Customers Are Saying) processes and are embarking on the management change required to make them work properly.
Already the contribution from Budd has transformed our thinking on we can get the voice of the customer into the business in a quantifiable and actionable way, how we can use our website much more to offer service, and how we need to approach knowledge management in the organisation.
What I really like about the Budd approach is its practicality. Simple, understandable tools and straight-talking on what management processes need to change to make them work."