What CAN companies do to improve customer focus and customer service?
Solutions fall into these categories: CRM, training, hiring/restaffing, process redesign, and product redesign to reduce problems or add convenience. The challenging goal is to cost-effectively provide a uniformly high quality “purchase and product-use experience” that customers value. This requires managing all the touchpoints that your product, service or brand has with the customer. In order to manage these touchpoints your company needs to understand (1) what problem or problems customers are solving when they use your product, service, or brand, and (2) how satisfied customers are with your performance in each touchpoint area. For measuring touchpoints see our measurement services. Of particular importance is measuring performance of your company’s customer service. It is also very helpful to measure your key competitors’ customers, as this provides relevant benchmarks. Use the results of these measures to set improvement priorities and to track the impact of past improvement proj
