If you answer “Yes” to any of the questions; your organization will sure benefit from our guidance in implementing a sustainable customer service strategy and culture plan.
“Culture eats STRATEGY for breakfast”. is a quip inspired by the management guru Peter Drucker
Culture isn’t the enemy of strategy and performance, but an equal player in the game, not to be underestimated or overlooked.
However, a culture change is a complex and unending process that often fail to meet expectation just because it is viewed differently from strategy.
A customer service culture is not an exception; it is often forgotten when drafting corporate strategies. yet a powerful and empowering service culture is a surer route to organizational success.
The CFC Method
DIAGNOSE : THE Customer Focused Assessment (CFA)
We test how strong your customer service is by finding out what your customers and other key stakeholders want most as well as what your company wants and does best.
DESIGN : Framework for the Customer Service Culture Plan
We visualize the experience from the customer’s perspective and highlight the touch points where the opportunity for differentiation is greatest.
EXECUTION: Beyond Lip Service
Through tested, need based solutions and training, we help you retain customers, build market share and improve employee engagement and performance.
REVIEW: Key Performance Indicator
At this point it is about checking results against set goals and taking corrective measures towards meeting key performance parameters like customer defection rate, repeat business, satisfaction improvement and more.
The 4-pronged CFC method will demystify the myths around investing in a service culture plan. We have built capabilities around the strategies for a customer service culture and its execution.
