|
eC2: Unlock the Code to Delightful Customer Experiences
There are many models and theories of how organizations thrive most successfully with their delivery of service. All generally agree that to succeed, an organization must have clearly stated expectations. How these expectations are created, communicated and supported is the crux of whether an organization has delighted employees and customers, or is simply sustaining mediocrity.
Through years of practical experience working to help client companies improve their service delivery, CSE has developed a model that represents the connections necessary to achieve and sustain unparalleled service delivery; delighting employees and customers alike.
eC2, or every connection counts, is the mantra for developing a culture of service within an organization. Simply counting on the "front-line" to deliver service no longer works and is no longer a singular solution to service development. Service, in all of its wonderful iterations, must be delivered and supported from the CEO to the front line, from the buyer to the vendor, and from human resources to accounts payable before it is delivered to customers.
Delivering great service in an organization means that:
- Clear service principles are identified
- Leadership is engaged and trusted
- Processes are customer-driven and employee-focused
- Ongoing learning & development are embraced
- Communication is honest, consistent and timely
- Engaged employees connect with the customer-and each other
Read on to learn how eC2 applies in organizations >>
|
