Improve Customer Experience

Customers vote with their feet – and take jobs with them

THE CHALLENGES

• How can we focus everyone on relentlessly improving the customer experience?
• What is the link between employee loyalty and customer loyalty?
• What critical skill sets does our company need to improve the customer experience?
• How can all employees connected to our customers have a voice in our future direction and business strategy?
• How can we keep the few key customer measures visible to the entire organization?
• How can we focus all support functions on serving the business units as important internal customers?

ALEXANDERHANCOCK HAS SOLUTIONS

• 1.  Hear the Voice of the Customer through Customer Surveys and Focus Groups.
• 2.  Pinpoint the gaps in Customer Focus through Organizational Culture and Climate Surveys, and Employee Engagement Surveys.
• 3.  Align daily activities with key customer metrics through Customer Value First Consulting on policies, processes, and practices.
• 4.  Increase customer satisfaction with skilled employees through custom tailored Customer Value First skills training.
• 5.  Continuously improve customer experience by engaging front-line employees in improvement strategies. (Customer Value First Consulting)
• 6.  Delight customers by empowering employees to meet customer needs. (Customer Value First Consulting and Training)
• 7.  Ensure end-to-end customer service excellence by training support functions to serve internal customers in our skills-based custom tailored Consulting Partner Skills.