Customer Experience Governance
Customer insights and metrics are most valuable when you use them to identify and fix customer problems. To ensure that your company acts on these inputs consistently, you need to proactively manage and oversee customer experience improvement initiatives by assigning responsibilities and changing business processes. We can help you with:
Service Quality Management
To make sure that employees actually adopt all of the above disciplines, you need to create a system of shared values and behaviors that focus employees on delivering a great customer experience.
Customer-centric cultural transformation needs to start from the top with an executive sponsor and clear, measurable objectives that are a part of the organizations overall goals.
Customer-Centric Cultural Transformation Program