by Steve Tuitt
Improving customer satisfaction may involve realigning the business model to become more customer centric. Below we offer some points for consideration.
· Monitoring Customer Complaints is a key component of managing customer service. A report by McKinsey’s highlights that “maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20 percent but also to lift revenue by up to 15 percent while lowering the cost of serving customers by as much as 20 percent.
· Analysing and understanding the customer journey is key to streamlining the business processes for efficiencies in the journey. Using models such as the government journey mapping approach helps to identify where improvements can be made.
· If the business is seeking to increase the workforce government and commercial schemes like Apprenticeships, Universities are providing opportunities for businesses to gain the services of Undergrads alongside the government push to encourage more Volunteers/Placements.
· Use of online learning networks or forums for addressing skills shortages, staff training and retention can be supported and more closely linked to work models and structures with the use of free online learning systems like ALISON, OU OpenLearn.
Delivering Solutions to business objectives:
We have supported customers to address business issues around improving the learning and development process for staff, streamlining three processes into one process for customers to raise complaints and making a process more efficient for messages to reach the right destination when processing deceased notifications. See our case studies of how we successfully delivered these solutions for our customers.
· L&OD Commissioning & Business Process: Process mapping and analysis
· Customer Complaints: Align complaints processes
· Deceased (Out of Hours) Notifications: Process Analysis