In today's customer-dominated economy, your brand strength depends on how better you happen to be than your competitor in delivering customer experiences. Enhancing your customer brand experience consistently demands the right understanding of your customer expectations. And also the customer doesn't always say outright what his expectations are. You'll need to be equipped to be controlled by your customer's said and unsaid should employ the best efforts and drive the best results.
Here are several strategies and tools to empower your customer support:
The Six Sigma Approach ¡§C Six Sigma can be a pair of practices helpful to decrease process, product, or service variability, and deliver only supreme quality to customers. This essence from the approach is usually to deliver what customers want, exactly. The Six Sigma methodology commences with understanding customer expectations and proceeds in order that these expectations are now being met at each level through rigorous analysis of every business process. You advance by continuously lowering the variation between achieved results and preset standards. Six Sigma allows you to identify root reasons behind variations and drive operational excellence to accomplish reduction. Six Sigma runs using the subsequent concepts:
Aligning processes, customer expectations (obvious, latent, and emerging), and business objectives?
Defining characteristics that customers believe affects quality(critical to quality characteristics/CTQ)?
Measuring process strength to assess its chance to meet customer expectations?
Unable to meet customer expectations(defect)?
Analyzing causes for variation?
Improving variation shrinkage through increased process performance?
Controlling process stability in adherence to standards
Voice of the Customer (VoC) PracticesVoC approach is utilized to spot, understand, and prioritize customer needs. This is a cyclic process that offers you in-depth comprehension of your customer wants so it helps you improve accordingly. A powerful VoC empowers your Six Sigma to attain desired results.
You can combine the efficiency of fliers and other modes of customer surveys, interviews, and feedback using the following techniques to enrich the competence of your respective VoC program:
Monitor Touch Points Every customer interaction is insightful and therefore valuable. Monitoring every customer interaction, from a web based use of a primary call, can reveal possibilities to create and improve customer experiences.
Include Customer Insights at Every Project Level You achieve addressing your customer needs exactly, because of this.
Get all Employees Involved - Employees across divisions gain comprehension of customer requirements because of this, which drives the correct innovation.
Measuring VoC Right?
Conduct monthly/quarterly customer surveys compared to yearly to obtain the most recent perspectives of your customers?
Employ automated survey tools to acquire customer feedback after a purchase or perhaps an after-sales interaction?
Use text analytics to be aware what clients are blogging and tweeting about you and saying on your surveys and emails?
Implement quantitative and qualitative research each and every stage of project life-cycle to provide conformity to customer expectations at each level and overall?
Involve the employees in social networks to ensure they are up to date with customer attitude and behavior
With powerful capabilities come superior results. Integrating technological tools and process strategies into the existing organizational system enhances your customer understanding manifold and produces truly outstanding customer experiences.
