Our Thoughts

Delivering A World Class Customer Experience

27th March 2017

The ten things world class organisations do to deliver the perfect customer experience:

  1. Senior management commitment
  2. Understanding 'perception is reality' (and sometimes it is perception that needs to change, not reality)
  3. Don't let 'paralysis by analysis' cause inaction
  4. Focus on priorities for improvement
  5. Implement actions... and do it quickly
  6. Strong communication to all levels of staff of customer needs
  7. Align targets and bonuses to customer satisfaction to keep employees motivated and focussed
  8. Make external and internal suppliers responsible for delivering customer satisfaction
  9. Have a robust process for handling problems
  10. Impactful communication to customers using the 'you said, we did' mantra at all levels
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