Change doesn’t happen because you measure – change happens when frontline exactly knows what to improve and when frontline commits to improving the customer processes.
Action Management – from research to performance
Frontline employees cannot commit to an overall customer experience measurement. They need personalized, relevant data that’s pushed at the right time. When the customer feedback program is set up right, the frontline is engaged, eager to improve – and equipped to do so.
- Keep it simple.
The frontline must be able to understand every KPI without any explanations and feel completely comfortable with the underlying process. Distinguish between brand indicators (recommendation/satisfaction) and operational indicators (invoice walk-through/repeat repair).
- Ensure personal, real-time customer dialogue.
Set up an infrastructure that supports a complete role-based setup with relevant, real-time feedback and data to the right person. Pinpoint successes, automatically escalate negative evaluations and acknowledge opportunities for improvement.
- Foster ownership. Create self-driven success.
When the frontline knows exactly what to improve and receives continuous feedback on these processes, it fosters a sense of ownership. By making services intentional, you enable the frontline to improve the customer experience.
When Action Management is implemented, the frontline and management receive notifications about necessary information and know exactly what to do at every point of customer interaction:
These examples are illustrative and do not represent actual results.