Customer satisfaction & engagement is a top priority for many organizations to improve their competitiveness & profitability. Company leaders are now focusing on "everything customer", from integrating customer feedback processes to installing Chief Customer Officers.
Yet many still struggle to effectively create and sustain a customer-centric culture. They battle organizational silos and established dogmas that hinder the company's ability to leap ahead of the competition. But it doesn't have to be that way.
It starts with redefining the customer. A customer is anyone you serve, and anyone that's serving you. And engaging with customers effectively begins with a service mentality.
We utilize The Customer Mission™ approach to help reshape internal perspectives and processes around the customer, helping your organizational leaders create a sustainable, customer-focused culture.
Behavior change begins with people. We start by transforming the way the organization communicates and engages with people, both internally and externally - centered on three levels of motivational needs.
We shift the organizational priorities around the Customer Mission. Serving as the thesis for organizational growth, it provides a clear direction on which challenges and problems to attack first, based on what's important to customers.
The implementation phase focuses on two main areas: what are the root causes to the problems, and how they get prioritized. We utilize two techniques to answer these questions and establish an implementation plan:
The 5 Whys is an iterative interrogative technique we use to explore the cause-and-effect relationships underlying a particular problem. The "5" in the name derives from an anecdotal observation on the number of iterations needed to resolve the problem. Not all problems have a single root cause. The method has no hard and fast rules about what lines of questions to explore.
The 5 So Whats approach is the next step beyond the 5 Whys. It challenges advocates of improvements and solutions to answer the question “So what?” By the time we ask and answer “So what?” five times in response to the impact of a potential solution, we reach a solution with maximum impact. The impact of different solutions are weighed against each other to assist in prioritizing the implementation of solutions that best support organizational goals and needs.