The Daisy Management Centre will help your organisation grow and become more customer- centric
It is vital for business success that organisations get close to their customers in order to identify all their requirements, their expectations of services and also any additional services they might require. An essential first step is to assess the current situation. We can evaluate current service levels and determine, most importantly, the quality of service experienced by customers. By integrating information from a range of different customer feedback tools, The Daisy Management Centre will produce an accurate, objective description of the quality of service provision in each main business unit, together with specific service delivery gaps using Customer 1st International's NEW International Service Quality Standard: http://www.customerserviceglobal.com/service-improvement
Customer Journey Mapping
Customer Journey Mapping will be used to identify the key touch-points (interactions) between the customer and the organisation, its employees and its processes. For each touch-point, the key questions to be asked are:
• What is the customer’s experience?
• Is it positive or negative?
• How can the service experience be improved?
• What needs to be changed for the associated people and processes?
A range of customer feedback tools will be used to gain the customer insight necessary to inform future activity. For example, mystery shoppers, customer focus groups, face-to-face questioning and Customer Service Gap Analysis are all possible feedback methods. The chosen feedback tools must be implemented in a cost-effective and time-effective way to build a reliable picture of the current degree of customer centricity embedded into the organisation, and any specific aspects of service which cause customers problems and consequently must be improved. Particular attention will be devoted to processes for problem resolution and complaint handling, because research has shown that organisations which can resolve problems effectively, learn from them and build more customer centric processes are highly regarded by customers, employees and stakeholders. Making the organisation easy to do business with is absolutely critical to its long term success.
High level self-assessment
Once Customer Journey Mapping is completed each main business unit, or the organisation as a whole, should generate its own roadmap for future progress towards customer centricity, in the form of a high-level self-assessment. We will provide a structure, templates and process guidelines for conducting these organisational self-assessments. They are needed in order to ensure crystal clear identification, action planning and implementation of the improvements required for customer centricity.
Each business unit will have its own, individual set of improvements to make in order to raise the quality of service provision, improve its responsiveness to customers and transform the organisation into one which its customers find easy to do business with. The identification of current service quality together with key strengths and areas for improvement in a unit will be contained in a quality improvement plan.