Helping you to find out where you are at the moment
...or gap analysis in consultancy language!
This often takes time but it is that old adage – fail to prepare, prepare to fail. Doing the right research at the beginning of your journey will mean you have the evidence at your fingertips to present to the powers that be when you need their support and resource and will give you some starting .
What you need to establish will depend on the size of your organisation and how you do business, but the sorts of things that we can help you with are:
- Reviewing processes and the whole or parts of the customer experience
- In-depth analysis – for instance customer feedback, complaints, compliments and comments, staff perception, mystery shopping data, observation, review of voice recordings
- Working with teams and particular parts of the business
- You may want input from the management team – we have a tool to help you here – our Manager's Mirror
- Looking at gaps in the supply chain and aiding partnership working
- Producing reports to let you know how you are doing
Deciding how to move forward
So, you now know the state of play and it is time to put pen to paper (or finger to keyboard) and design your strategy. What is your customer experience really going to look like and how are you going to get there?
Caroline and the team at Inspiring People has lots of experience of customer strategy and can help you on your way.
You may think about setting a customer satisfaction index at this point to help you to demonstrate progress to everyone – customers, colleagues and cynics!