Taking measures to improve customer experience don’t always have to be obvious to the customer. Sometimes there is a need to improve internal functioning to benefit a company and its employees.
A great example of a need to improve customer experience by tweaking internal structures comes from one of my own clients. The Corporate Events Manager at a leading high tech firm requested one of my demonstration videos.
I sent it promptly by Federal Express. Later, I checked the FedEx website (www.fedex.com) to track progress. The site provides instantaneous information, telling me my package was delivered at 9:27 a.m. the very next day. Two days later I sent an e-mail to the manager, asking for her feedback on the video.
“I haven’t received it yet,” she wrote back. “We have Turtle Mail inside this company. I should get your package by the end of the week.”
Amazing! Federal Express picks up, delivers and tracks packages at warp speed … but inside this Fortune 500 company, the mailroom can’t route an express package to the right desk within 48 hours! There is a serious need here to fix the system to improve customer experience. Imagine if that held-up mail were a request from a huge client!
Key Learning Point To Improve Customer Experience
From satellites to sanitation, the need for speed applies in business today. What’s the slowest part of your organization? Check it out, then speed it up to improve customer experience!
Action Steps To Improve Customer Experience
Audit internal response times throughout your organization. How long does it take to route a package, reply to an e-mail, return a voice mail message? Identify bottlenecks that slow you down and that may hurt your business. Develop ways to speed things up and implement the solutions. Your internal systems do eventually impact your clients and your ability to do business. Fix them to ensure speed, accuracy and results.
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.
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