Building Your Service Strategy

Customer experience strategy

[ Your Organisation's DNA ]
  • Vision
  • Mission
  • Values
  • Brand promise & attributes
[ Your People ]
  • Recruitment methodology
  • Induction & Training
  • Reward, Recognition & Renumeration
  • Performance management
  • Career path planning
 [ Measurement & Feedback ]
  • Web / Electronic surveys
  • Face-to-face & Telephonic interviews
  • Paper-based surveys
  • SMS
  • Focus groups
[ Understanding your Customer Journey ]
  • Customer touch points
  • Customer journey mapping
 [ Communication ]

Develop a communication strategy for both external and internal customer. (staff, suppliers, stakeholders etc).

 [ Other ]
  • CRM Systems
  • Customer loyalty programmes
  • Re-engineering of systems & processes to be more customer focussed.