Servicing Decisions
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Customer Experience, Service and Feedback Panels
- How many extra customers would we get if we offered tighter delivery slots?
- What is the trade-off between the number of tills we have open and customer satisfaction?
- What are the effects of competitive store openings?
- What sales benefit will we get from a hotel refurbishment and how can we maximise it?
- What sales benefit will we get from upgrading our web site?
- How can we accelerate the maturity curve for new stores?
- What dissatisfaction is caused when we go out-of-stock and what is the cost to the business?
- How many mistakes will a customer tolerate before they leave?
- By how much will our churn rate reduce if we improve the customer’s experience of dealing with us?
- Is the customer’s experience in our call-centre in-line with our corporate values?
- What is the impact of introducing customer service advisers into our hotel lobby’s?
- Who can create and run a Customer Panel for us and use it to generate valuable business insights?
- Employee Engagement, Morale & Motivation
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Change Management, Metrics & Scorecards
- What value would a Balanced Scorecard bring to my business?
- Are “Stat Cases” the only true measure of “need fulfilment”?
- Are “Stat Cases” the best way to steer the business?
- How can I ensure that everyone in the business understands what “customer focus” really means?
- What do I need to do to drive up morale & motivation in my business?
- What are the stakeholder perceptions of our company and how can we manage them?
- Database Management & Database ROI
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