"Put the customer at the centre of everything you do"
I have sometimes been described as "over-the-top" as it relates to the emphasis I put on the customer experience. I often share my own customer stories (both the horrors and the wows) with everyone I speak with.
Your organization must know what your customer pulse is.
What are they saying about you?
What are your employees saying about you?
How do your employees think about customer service?
What are they thinking about you?
What are they feeling about you?
How do they refer you?
Phase One: Research and Analysis
What are we dealing with?
Phase Two: Consolidation and Presentation of Findings and Recommendations
The hard truth presented in an objective and unbiased format.
Phase Three: Implementation
This is often the area that receives the least amount of attention from companies yet is responsible for the bulk of the results.... GET IT DONE!