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SNAPSHOT
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When major customers tell a company that it has lost service leadership to competition, something must change. The question is “What?”.
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Responding To a Customer Crisis
A manufacturer of security hardware was losing market share. Though the manufacturer had long been the customer service leader, the company had lost its edge. Comments from the largest customers were peppered with negative feedback: “You’ve lost the customer service leadership that made you great." And -- “The competition has caught you.”
There was consensus that a “Customer Service Initiative” was an
imperative. The disagreement was how to define the new level of
customer service. The client engaged Innolect Associates to gain
Clarity
– to help them listen to customers and prioritize. Innolect Associates
designed and implemented a process to:
- Invite customer panels to share views, needs and suggestions
- Moderate panels in front of a cross-section of employees
- Conduct a broader customer survey
- Facilitate planning sessions with frontline employees
- Use employee recommendations as a basis for action planning with managers
- Implement changes
- Assess and monitor customer satisfaction
Results. Morale improved dramatically. Frontline employees felt empowered and responsible for customer satisfaction. Communication improved across functions and between managers and the frontline. Roles, goals and responsibilities were clarified. Accountability increased. Customer satisfaction, sales and productivity measures all improved. Top talent retention rates increased.
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