What percentage of value-add activity are you achieving in your customer facing operations?
If less than 80%, then it is time for action
How many of your front-line staff can answer the question “how have I added value to customer experience today?”If less than 90%, then there is too much wasted effort and higher than necessary costs
Do your customer facing people and systems consistently help & drive enhanced customer experience?
If you are not very sure then there is a compelling case for a “voice of the customer” review of your systems and processes
Are your customer-facing staff systems and product experts or customer problem solvers?
If just experts then they – and therefore your organisation – will benefit from being problem solvers
How do you spot and remove barriers to rich customer experience and people motivation? Find out about “voice of the customer” at www.charteris.com/what_we_do/customer_centricity/
Friday, October 31, 2008
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