"Extraordinary products and services are really built on passionate people serving people.People's natural desire, for the most part, is to be liked and to solve other peoples' problems where they can add value."

-Michael Basch, author of How Fed Ex and Other Great Companies Put the Customer First Every Day

Increasing Customer Satisfaction

The most important stakeholders in your company are your employees and your customers. Without happy employees, you cannot consistently satisfy your customers. Without satisfied customers, you have no business!

Satisfying customers ultimately comes back to your organizational culture and your processes. Your culture strongly influences how well you listen to customers to understand their total customer experience needs, and how well your teams work together to create effective processes to deliver what your customers truly desire and need. Your culture also strongly influences your corporate citizenship and how you show up to support your community and the environment – things that are becoming increasingly more important to customers. 

Strategic Crossroads has an integral Customer Experience Assessment Model that clearly outlines the gaps in your organization’s ability to satisfy customers.  We have extensive experience to map your customer needs and the knowledge to analyze your value chain, your systems/processes, and your culture to provide you with a systematic plan to close your customer satisfaction gaps.   With our support, you can:

  • Improve market share.
  • Increase customer satisfaction and loyalty.
  • Create a passion for customers in your organization. Understand your customers’ ‘total experience’ needs.
  • Map processes linked to customer experience and improve them to meet your customers’ expectations.

Following is an outline of a Customer Experience Assessment model and the process we use in helping you improve your customer satisfaction:

  • Determine your Customer Needs Baseline outlining your customer’s total experience needs and expectations.
  • Assess your organization’s ability to listen and understand your customers’ needs and expectations. 
  • Assess your organization’s ability to effectively transfer your customers’ total experience needs/expectations into operational plans and deliverables - looking at culture, teamwork, planning processes, communication style, and organizational mental models.
  • Assess your organization’s ability to put effective plans in place to deliver on customers’ needs, and to have effective processes that make it easy for customers to do business with you.  
  • Assess alignment between your back-facing organization and your customer-facing organization to align in your ability to deliver what you promise to customers.

Once these gaps are outlined, we work with you to create an implementation plan that maps gaps by priority and ease-of-change to enable you to systematically improve customer satisfaction.

 

Additional Information

For additional information please download our increasing customer satisfaction brochure (pdf).

Please contact us to learn more, or to schedule a free consultation.

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