CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans

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CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans
(Customer Connectedness, Employee Engagement)

SimplexGrinnell (a Tyco Company) has what it calls NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans.  These are highly focused 5-hour interactive on-site session for key district personnel (managers, admin, and front-line) to develop an action plan for improving their customer experience with district service delivery. In small teams, workshop attendees are exposed to their district CSAT metrics and customer verbatim comments drawn from 80 to 100 of their customers that were surveyed over the past 12 months. Using that customer feedback, they identify and agree upon their most prevalent service delivery challenges. They brainstorm new and best service practices to implement within the next 30 days that will begin to make an impact on customer satisfaction within the next 90 days. Click for more info

See full list of CX Tips

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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