Question

Topic: Customer Behavior

Measurable Ideas To Improve Customer Experience

Posted by vasudev_kamath on 5/19/2012 at 12:34 PM ET 50 Points
Need Measurable Ideas to improve Customer end Experience.

Think about what our Telecoms technical support team having its global presence in all countries can do better to improve upon end Customer Experience.

Right from fixing faults to incident management,
Customer engagements to change management,
Network improvements to performance management
Or any other area.

Last year we set new benchmarks for Ticket Rate & Resolution Efficiency. What Next ?
Apart from consistently checking these parameters, what else shall we set for us to ensure that our customers get best in class services like experience.

Ideas should be implementable and measurable
Moreover, ideas if chosen will become key performance parameters for teams for Financial Year 2013
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RESPONSES

  • Posted by Gary Bloomer on 5/19/2012 at 12:41 PM Accepted
    Have you, by any chance, copied this from a corporate directive? Is this, by any chance, something you've been tasked with completing or contributing to as part of your job, for which you're being paid?

    Who is the "we" referred to? What ideas do YOU have? What do YOU bring to the table?
  • Posted by vasudev_kamath on 5/19/2012 at 1:17 PM Author
    Thanks Gary for your response.

    I am part of the Strategic initiatives & Communications team & help the leadership team build campaigns for Employee satisfactions & Customer satisfaction based on the brief given above. The "we" referred to here is the technical team for whom the campaign is being worked upon by our team & myself.

    What ideas do i have ? No clue ? Since i am not from the technical team, we do the creative, tag lines, copy writing , visuals based on the brief given to us mentioned above, just trying to do a market study & help the team. This is not part of my job nor i am being paid for this. Just trying to go the extra mile :-)

    Since this forum is on Customer behaviour i am trying to understand from global audience what is closest & the best idea which members of the forum come up with which has been never attempted at our organisation or by our teams. If some one comes out with the same idea at our organisation or somewhere even close to it, it would be a great achievement to meet our objectives.

    Thanking you.

  • Posted by Matt_Leopold on 5/21/2012 at 7:53 AM Accepted
    Customer satisfaction surveys done on random customer quarterly or annually are great tools. Check out NetPromoter as well as it measures not only the advocacy of your customer about your products and services but also will help you measure how you are doing comapred to other organizations globally.
    Also, it may be helpful to take a look at your customers journey and touchpoints throughout your organization. Survey to find out which parts of the process are most important and how you rate. Then focus on those areas where you are not rating well but are very important to your customers.
    Dont just measure metrics. Measure and act on metrics that matter to your customer for the biggest impact.
  • Posted by vasudev_kamath on 5/21/2012 at 8:46 AM Author
    Thanks Matt,

    For your response.

    We periodically take feedback from our customers in ways of Customer Satisfaction surveys & measure on parameters such as below:

    Right from fixing faults to incident management,
    Customer engagements to change management,
    Network improvements to performance management
    We are seeking inputs on what else can we do to improve customer experience & customer satisfaction & that which can be measured in a telecom industry.
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