Develop Customer Centric Charter

Key Deliverables

• A Charter aligned to the quality of service that customers expect
• Cascading, top down, targets and measures that support delivery of the charter
• Service improvements to meet and exceed charter targets
• Defect strategies to handle exceptions
• An organisation and culture capable of sustaining charter service levels
• Kick start integrated continuous improvement

Customer Centricity Work streams will provide focus to projects in progress through customer oriented targets. The business will be able to evaluate projects against the charter with a view to alignment or closure. This should facilitate the alignment of existing projects to the charter and prevent the duplication of effort.

Customer Centricity is based around building value for Customers, Employees and Shareholders in a short space of time without the big consulting costs associated with this type of approach.

Culture

Employees will be proud to work for your company and they will be confident in their interactions with customers. They will have the skills and understanding to work together in pursuit of a common set of goals and foster a culture of customer first and a drive for continuous improvement.

Customer Satisfaction

Customers will feel valued. They will learn to trust your company and will buy more as well as recommend their services. They will not want to leave the company because of superior service and improve retention rates.

Financials

Reducing customer problems will reduce operational cost and release capacity. The programme will provide clear, unambiguous means to measure cost of failure and will help to manage root cause of failure and associated cost. It also improves end-to-end process integration and establish internal service level agreements thereby reducing revenue leakage and driving profit, revenue, customer value, market share and shareholder value.