How do you incorporate customer feedback into business planning, process improvements and performance management?
Over the last several years, it has been my goal to “institutionalize” customer feedback into as many processes across the organization as possible. For example, in order to receive investment dollars for new initiatives, you must be able to link improvements to our customer value metrics; process improvement initiatives need customer feedback for validation; and our performance management system is so well integrated within our organization that employees from our CEO to our front-line have customer metrics on their personal scorecards. What does the Post do in order to assign accountability for improvements across the entire organization? Our customer value management framework allows us to assign accountability across the entire organization for the customer experience. We built a framework that examines the customer experience across such factors as product features/benefits, how our product is delivered, our price, how we service our customers and the overall reputation/image of o
