Through the utilization of the tools we provide through the e-Engagement process our clients are better prepared to focus the energies of their organization on the right areas, the areas that will enable them to earn customer loyalty by meeting and exceeding the expectations of their customers.
Traditional Customer Satisfaction is generally “operationally focused.” This means it usually is defined by many companies as a way to measure the satisfaction of their customers from an operational perspective, i.e. how the organization is running and delivering products and services. This is generally an inwardly focused process and doesn't lead to meaningful information about how the customer is “feeling” about the service(s) and what are the “emotional bonds” between the organization and the customer.
What this generally leads to is a set of measurements on how well the organization is servicing their customers based on a set of quantitative criteria designed to help them improve their operational efficiency and how the customer views these. It is also generally looking for insights into how an organization can improve these operational efficiencies rather than focus on the actual “experience” the customer is having. This disconnect between the experience the customer truly wants and the goal of the organization to become operationally more efficient leads to constant discontent between the customer and the organization and is a key reason why many customers don't bother responding to customer satisfaction inquiries, i.e. survey's, etc.
e-Engagement offers a proven method which focuses on reversing the current trend of inwardly focusing on the organization and instead focusing on the expectations your customer has of your organization and creating a Customer Experience that meets and exceeds those expectations. Our research shows that until an organization can effectively modify this approach, they will not be on a path to building Customer Loyalty or Differentiation with their customers. You MUST put yourself in front of your customer to learn about the Promises they want you to keep and THEN build the operational processes around these Promises so your organization, department by department, can deliver a truly Awesome Customer Experience.
When you “Change the Game” with your customers, they will see and feel a completely different approach from everyone in your organization. Once an organization begins to focus in on the expectations their customers have, they are now able to integrate this information into every aspect of the organization and thus measure this on an ongoing basis – through such instruments as scorecards and dashboards. Focusing on what is important to your customers in terms of the expectations they have seems simple, yet organizations today build processes that actually work against these Promises. So forget about traditional Customer Satisfaction and start focusing in on what is really important to your customers today –
Their Expectations.
If you would like to experience a sample of the Challenges Five Customer Loyalty Process follow the link below.
http://www.keysurvey.com/f/245657/4eb4/
Challenges Five can assist you in your efforts to consistently earn Loyal Customers, contact us to see how.
impact@challengesv.com
