The opposite of proactively gathering customer feedback—waiting for it arrive on its own—is a flawed approach to customer satisfaction. To know what customers are thinking, you must ask--- Market Directions can assist you with asking the right questions in the form of surveys, interviews or a customer feedback program.
Market Directions is committed to helping you improve your satisfaction measurements with your customers and employees. Our three stage process determines the roadblocks to delivering superior customer service, assessing your customer care center, providing you with solutions that are practical and resourceful—
Situation Analysis
Needs Assessment
Set the Vision
Interviews -- with key personnel including front end employees, managers and customers.
Determines roadblocks to delivering superior customer service in:
Strategies for implementation:
Observations— keen observations of work in process for objective insight
Communication— is it effective between customers and employees— management and employees?
Executive Leadership— envision a future and inspire your team to join in building that future.
Surveys— of employees, managers and customers
Accountability —ownership of calls, follow-up, nurturing a lead? Are there consequences?
Effective Use of People— focus on interpersonal skills and skills to satisfy customers — motivate
Measurements— review of current tracking, internal process measures— where do you stand now?
Skill Level—are personnel skills matched with current positions. Is training necessary?
Involvement—establish effective communication, rewards and empowerment.
Technology –what types of software, automation, could make the process better?