ACE: Added-Value Customer Experience
in recent years a number of factors have "disrupted" the lives of many companies in the broadcast and electronic media sector, none more so than manufacturers who have had to adjust not only to a very difficult economic climate, but are also coming to grips with an industry and a business model which are both changing at very high speed.
It has probably never been more difficult for manufacturers in the sector to come up with product roadmaps that will meet future demand and not be obsolete by the time they hit the marketplace. However, one thing that never goes out of date is the necessity to make sure your customers are happy customers, and will continue to be so whatever your product strategy is.
So suppliers need to work really hard to make sure that they are continually IMPROVING THE CUSTOMER EXPERIENCE. Part of this is, of course, delivering superior products and services, along with the support that goes with them. But there is far more to it than that.
At the heart of good customer relationships is good communication. And good communication has a host of different aspects, from the quality of training manuals to the way the company answers the phone. It's a state of mind which permeates every level of a company
Bakewell House has put together several programmes, all of them highly focused and affordable, designed to help companies assess their current performance and methods and galvanize their approach to the market. we have developed a detailed list of KPIs, which can be used to derive a scoring of current performance, and to set a base-line for improvement based on continuous assessment and measurement.
Each of our programmes is designed to deliver rapid, measurable results which will have a beneficial effect on the bottom line.
This is aimed at all customer-facing staff: sales, marketing, support. It starts with a short questionnaire designed to assess the current state of the customer experience you offer your clients, and based on the results moves on to focus on Information, Responsiveness, Communication, and a whole range of factors which are crucial to maintaining a high-level experience, sustaining and improving revenue, and achieving beneficial change to your methodologies in Sales, Marketing and Support. As a follow-up to the workshop we provide a full written report and recommendations.
Here we begin with a much more detailed survey of Customer Satisfaction KPIs, covering Sales, Marketing, Support, Product Management, Operations, R&D, Communications, Website, right down to phones and e-mail. We analyze "best practices" and look closely at CRM, ERP and other "back office" systems which can contribute to achieving and maintaining high levels of Customer Satisfaction. We analyze "pain points" and brainstorm how they can be eliminated. This course is followed up by a detailed set of recommendations, including a Customer Satisfaction "playbook" and a set of suggested KPIs to ensure that performance is properly monitored over time.
For companies looking to explore a deeper set of strategies and actions in the Customer Satisfaction domain, we offer a variety of longer-term programmes, based around working with companies over time to achieve significant change. Firstly, we can offer highly specific market research and survey capabilities, which provide in-depth feedback from staff, customers and the market as a whole, based either on leading-edge web-survey technology or phone-based polling. In this area Bakewell House partners with the highly respected leader in the field CustomerSatisfactionUK. In addition, Bakewell House can offer specific advice on the implementation and management of CRM systems, and has a close relationship with several of the leaders in the field including Salesforce.com and Astadia, a leading CRM consultancy.