Having talked to numerous clients over the years about improving customer relationships it is interesting how some clients simply focus on making process/service improvements.
- How can we reduce the amount of time on hold?
- How can we improve staff knowledge?
- How can we improve complaint resolution?
To be fair you can understand why. A number of organisations have deeply ingrained a culture of six sigma, lean or have a customer satisfaction tracker or an NPS study which can focus the analysis solely on the rational measures.
Posted 2 March 2012 by Philip Brooks, Senior Associate Director