Maximising the Value of your Customers
As organisations emerge from years of internal focus and begin to embrace the customer, they are understanding that the Customer
Experience is key. Addressing the customer’s needs and expectations does not necessarily increase cost-to-serve: if done properly
it can actually do the opposite. Improving quality avoids the cost of mistakes and repeat calls. Meeting expectations improves
collection rates and reduces disputes and bad debt.
The trick is to understand how to combine the internal view of process with the external view of Customer Experience. SECOR’s approach
is shown below. It is necessarily an iterative process as the value of the required process changes needs to be measured and aligned
with the resultant value change in the customer.
The result is a number of Customer Experience components mapped onto an underlying process with behaviours and enablers listed
against each and key controls to ensure the ongoing management and delivery of the desired experience.
|
