”What our customers are saying” (wocas) processes do 3 things
1) They let m
anagement know what customers and frontline staff know is obvious.
It’s a bit like this weather stone. Management create lots of feedback mechanisms because they are in the cosy indoors and can’t feel the rain to tell them its raining.
2) They motivate frontline staff to collect insights because management act on them (thus making the agent sound much more intelligent and allowing smart people to use their brains)
3) The systematic action – the bit most companies can’t do but high performing companies do (see our 2008 F+S survey of 71 UK companies in Q1 2008 in the library. It shows how high performance companies collect the same types of feedback as lower performing ones - and that the difference comes from what they do with it
Let us know if you want an inhouse webinar on the topic or a private session just for you! - peter.massey@budd.uk.com
