Voice of the Customer feedback is not just “reported.” It is delivered to the field with clear expectations for action. There is no value in reporting the voice of the customer (VOC) unless team members get actionable information to improve. There will always be variations in service quality – by day of week, by time…
Read more
The operations team takes ownership for continuously improving service quality and consistency. Operational excellence and customer loyalty are highly correlated but they are not the same. Traditional measures of operational quality can be audited, but they do not reflect the Voice of the Customer. You need to constantly assess your company’s performance through the eyes…
Read more
Sign #3: Focus is on the key drivers of customer loyalty If you know the distinctions between a customer experience that is loyalty-inspiring, and one that is not, you can intelligently focus efforts. The biggest mistake business leaders and entrepreneurs make is to try to be the best at everything. While the impulse to excel…
Read more
Sign #2: Measurement targets are expressed as a percentage of highly satisfied customers. Remember that the target is not satisfaction. The target is loyalty. And satisfied customers aren’t loyal. There is no competitive advantage in creating merely “satisfied” customers. There is no significant gain in loyalty. Highly satisfied customers are twice as likely to return as lukewarm satisfied customers. Highly…
Read more
Sign #1: Senior management is committed to measuring — and improving — the customer experience. Successful businesses are built of the shoulders of loyal customers. But it’s not quick or easy to win customer loyalty by consistently delivering a better experience than the competition. If senior management is not absolutely certain that the future of the company depends on…
Read more
