Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
Use the WHIP…
So, you’re in a new environment and need (or want) to find out if the organisation is driven to customer excellence (or anything else for that matter). How do you go about it? First, remember that they are all customers to each other. You don’t need to analyse the customer interactions immediately or directly. You [...]
