Step 3 Voice of the Customer program
OK, after these 2 steps you will have collected the feedback from the customer, neatly-ranked in order of importance. Now comes the next challenge, which is perhaps the greatest one: getting the organisation on board Our programme is not 'just another project’, it ensures that the customer is in your employees' DNA. This is a transformation which takes time, but which is necessary to enter into lasting and intensive relationships with customers.
The solution to this:
- Employees are inspired by examples of success
- Our consultants help employees to draw up a road map for improving customer focus.
- Employees who are to monitor customer feedback receive call-back training
- Games and in-house CX days provide a boost to a customer-focused culture within your business
As a result, employees become involved and enthusiastic. They feel facilitated to feel and act in the interest of the customer experience.