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Powerpoint slide deck from Rob Kleier's presentation to HDIOC on March 9, 2011.
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Rob Kleier
Director, Solutions Development
Customer
Quality Environment
360◦ View
Customer Quality Environment
How are we going to get there?
• Strategic principles to consider in creating a quality customer experience
• Implementation Framework of a “Customer Quality Environment”:
– Directs the guiding principles of customer satisfaction
– Ensures the customer has a voice
– Develops alignment throughout the organization
Strategic Principles
• Develop Driving Principles:
– Client involvement
– Employ a “Fix it Once and Forever” mentality
– “NILL” - ensure Nothing Is Left to Linger
– Make data transparent internally and externally
Strategic Principles
• Develop Driving Principles:
– Communicate with clients succinctly and often
– Proactive detection and resolution of issues
– “EE” - Escalation Empowerment
Preemptive Strike - commonly refers to an attack made upon an enemy as a
precautionary response to an anticipated or impending war.
- Wikipedia
Implementation Framework
Understand the Business Challenge
Define what customer service means
Get buy-in from the top
Form a client advocate “Steering Committee”
Prioritize customer satisfaction milestones
Form the SMO project group
Get the word out
Envision & Architect the Solution
Deliver the RightIntegrated Solution
Define roles &responsibilities
Develop a GAP analysis
Assess approaches to close gaps
Develop project plan
milestones
Develop a change management approach (FIOF / NILL)
Build an execution plan for each area of the company
Execute against milestones – “Customer Satisfaction is Collaborative”
Continually improve by testing the environment
“Success is getting what you want.
Happiness is wanting what you get”
Dale CarnegieDale Carnegie
The goal is to keep the clients you have!!
Thank you!! Thank
You!Thank you!!
You!