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Page 1: Putting the customer first

first...

Putting the

Page 2: Putting the customer first

Focus on ActionableStrategies...

to deliver better than best-in-classCustomer Experience

Page 3: Putting the customer first

Get and keep the 'customer' at the heart of all you do byplacing the 'customer at the heart of service delivery' ­integrating and redesigning services & support functionsaround customers

Maintain a consistent focus on 'customer outcomes' byprizing 'single-point resolution' and seek out, understandand learn from customer frustrations

Shape service delivery to meet the 'wants/needs of eachcustomer group' and that should include 'self service' inaddition to traditional 'service channels'

Strive to always deliver a 'personalised service' -encouraging repeat contact through the 'customerlifecycle' - be proactive to 'reach out' to customers oldand new

Know what matters - to the customer (and therefore toyou too) - don't waste time measuring everything - onlymeasure what matters

Page 4: Putting the customer first

If you would like to discuss any aspect of this'thought piece' or you would like to explore

how my experience may be of interest to youor your organisation please contact me

T: +44 7782 324500

E: [email protected]

LinkedIn: www.linkedin.com/in/simonrodaway


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