Question

Topic: Customer Behavior

B2b Customer Touch Points Improvement

Posted by Anonymous on 5/9/2013 at 12:50 PM ET 125 Points
Hi I am doing a project in improving the existing customer touch points and also in suggesting a few new touch points for a popular elevator company.Kindly suggest few ideas for the same in improving their after sales service touch points so that the customer delight is delivered.
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RESPONSES

  • Posted by Peter (henna gaijin) on 5/9/2013 at 2:03 PM Accepted
    Hard to suggest ideas for improvement without knowing the current state of the business. Can you give more details about the company?
  • Posted by AA/Swap on 5/10/2013 at 2:47 PM Accepted
    Also specify current after service touch points
  • Posted on 5/10/2013 at 5:26 PM Accepted
    If you have not already mapped the customer experience, with all the touchpoints identified, you need to start there. If you don't have a clear baseline, it's impossible to identify ways to improve it.
  • Posted on 5/13/2013 at 3:08 AM Author
    Actually i have already mapped the touch points but what the people here want me to do is to create some interaction points with the customer such that it creates a WOW feeling for the customers.The limitation is that since this is an engineering company they want to create a wonderful customer experience by creating or enhancing the interactions.But for an elevator company i am confused as what to suggest in order to create customer delight in their after sales services of elevators.
  • Posted on 5/13/2013 at 3:19 AM Author
    SALES TOUCH POINTS
    1. Service sales executives
    2. AMC renewal
    3. Flat association meetings

    SERVICE TOUCH POINTS
    1. Breakdown service/breakdown technician
    2. Entrapment rescue callout
    3. Rescue trainings-
    4. Route engineer/Service technician
    5. Service Manager
    6. Customer portal
    7. Feedback forms/ppts -
    8. Customer Call Centre
    9. Preventive Maintenance
    10. Free maintenance
    11. Cold calls
    12. Email
    14. The elevator as a product itself
    15. Collection agent
    16. Trouble tickets/after service receipt

    MARKETING TOUCHPOINTS
    1.Safety awareness shows
    2. Email/SMS
    3. Customer day
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