Not having adequate planning before – or appropriate follow up after – launching a customer experience measurement program is almost as bad as not measuring service delivery at all. That’s why Electrum Branding has compiled a list of best practices to ensure that your program delivers a remarkable ROI.
Before you begin:
- Review your service standards to make sure they still support your brand delivery goals. If you don’t have a clear, written set of service standards, Electrum Branding can help you create them.
- Make sure that everyone on your team has a copy of your service standards, understands them, knows why they are important, and realizes that they will be measured.
- Build customized surveys around your organization’s service standards.
- Measure standards to establish a baseline
- Introduce all stakeholders to the customer experience measurement program before you begin.
- Have a recognition plan in place to reinforce and recognize good performance. Let us know if we can help.
- Provide customer service training to all managers. This critical element lays the groundwork for positive results.
Once you begin:
- Measure! Measure! Measure!
After your program has begun:
- Provide individual mystery shop information to each person shopped.
- Coach employees within two days of receiving reports.
- Focus on positive behaviors, trends and anecdotal comments rather than on scores.
- Provide tips for improving behaviors and subjective perceptions.
- Do not use results to punish, chastise or terminate employees based on scores.
- Set goals for individual and company-wide improvement.
- Use mystery shopping to complement customer surveys.
Need help creating service standards, establishing a recognition plan, tips for effective coaching or service training? Contact the experts at Electrum Branding.