- Improve customer-response and complaint-handling skills, processes and systems: Customers who make contact looking for help can then be assured of a consistent and effective response and timely problem resolution. An effective response can improve customer loyalty and advocacy.
- Increase feedback from customers by making it easier for them to contact you:
This, combined with improved customer response, increases the number of dissatisfied customers your organisation can turn into satisfied customers, reduces your potential negative reputation and increases the amount of data available for preventive analysis.
- Establish a formal "Learning from Customers Programme":
Customer experiences can then be monitored on an ongoing basis and recurring failures in service and product quality can be quickly identified and addressed.
- Conduct ongoing tracking of customer satisfaction with key processes:
A systematic approach to satisfaction tracking provides the organisation with an effective ongoing management tool to support the management of critical customer experiences.
Ways we can help
CTMA’s portfolio of consulting and research services is dedicated to helping organisations address these six key areas and help turn customer feedback and customer satisfaction measurement into management actions.
If there’s a specific customer strategy we can help you deliver and you’d like to meet for a discussion, in person, or by phone, or via Skype, please let us know. We would be delighted to learn more and explore ways we can help.
Please contact us to schedule some time for an introductory discussion.