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Customers Practice

“Deal with the world as it is, not how you’d like it to be.”  Jack Welch

Organisations are facing multiple challenges in today’s business world, with a constant demand to deliver in an increasingly competitive environment. Understanding the voice of the customer (VOC) is a critical step and a foundation for all following activities. Mapping the service blueprint, the customer experience, serves as a basis for meaningful and effective process improvement and process innovation.

COE assists clients by providing deep fact-based advice and support through the critical stages of transitional life cycles, helping clients to build sustainable competitive advantage.

Dr Uwe H Kaufmann

Voice of the Customer (VOC)

Listening to customers and capturing the true voice of the customer is a vital task for all organisations especially in today’s rapidly changing business environment with rapidly changing customer requirements.

Customer Satisfaction Survey

Therefore, we support our clients by

  • Capturing the requirements and feedback (proactive and reactive VOC) from their internal and external customers,
  • Revealing the truth behind the voice of the customer with statistical tools to prepare business decisions,
  • Developing initiatives to provide these customers with the best-in-class service/product quality,
  • Converting the requirements into business KPIs.

Voice of Employees (VOE)

Why Companies Measure Engagement? 

  • To check the pulse of employee sentiment and areas of improvement;
  • To benchmark engagement against other companies;
  • To measure the effectiveness of people management practices (KPIs);
  • To measure the return on investment from corporate initiatives;
  • To set management priority on people investments.

What do you want to achieve from the survey? You wish to run a full Employee Engagement Survey or just a Pulse Survey?

To find out more about VOE or customise VOE for your organisation, please speak to our Practice Partner at EES@COE-Partners.com or Tel: +65 6100 0263

Service Blueprinting

A service blueprint is a diagram that visualises the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey.

Mapping the service experience from the perspective of the customer is a powerful way of identifying gaps in service delivery and their closure.

Service Blueprint

Service Blueprints typically include

  • Customer touch points (moments of truth, voice of the customer), process steps in which the customer experiences our service delivery;
  • Front-office activities, i.e. process steps, in which front-line employees create the moments of truth, the customer touch points, i.e. serving the customer at the counter;
  • Back-office activities, i.e. process steps, during which back-office staff support the moments of truth by non face-to-face activities, i.e. taking a customer calls;
  • Support activities that are process steps directly linked to front-office or back-office staff to enable the service delivery;
  • Goods or equipment – and its inventory – used by the customer or by the staff when creating the moment of truth experience.

Additionally, other elements might be included into the service blueprint. We customise service blueprints for and together with our clients for actual service delivery and, even more important, for the redesigned service delivery. In conclusion, a service blueprint is best drawn after a mystery shopping experience or a Gemba visit.

Data Analytics and Survey Data

Collecting and studying survey data, especially customer and employee satisfaction data needs proper planning, design, execution and analysis.

Data analytics includes a series of methods and tools for this and other applications. Not knowing what could go wrong when analysing survey data can lead to serious misunderstandings and finally to wrong decisions.

Read more…

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