Improving People Performance
better customer service
[ Cycle of service ]
Building better customer experience & service
In today’s service economy, a better customer experience is a key competitive edge, and a lot of effort and resources are put into programmes to improve it.
Too often, unfortunately, these programmes have limited effect or peter out after months. The reason is usually that they have been developed without reference to the workforce who will have to implement them, and because there is no mechanism for reinforcement or ongoing management involvement.
A better experience is good for the customer in its own right, but cascades down to a whole range of other positives: higher conversion rates, lower customer churn and higher transaction size are obvious, but perhaps less so are higher staff morale and engagement, lower staff turnover, retention of the best people, and so on.
We call Quo’s leading-edge approach to creating a better customer experience the Cycle of Service.
