"We built a program that allows us to generate innovative strategies that align the organization around the customer experience"
WHY IS A PROGRAM IMPORTANT?
It requires a great effort for the institutions to carry out the evaluations of the perception of the client, which makes it necessary to get the most out of them. For this reason, the program is useful for these evaluations to be used as:
Public relations vehicle: shows the interviewees the interest that the organization has in their suggestions and opinions.
Strategic instrument: since it allows entities to be organized taking into account the needs of clients and the position of the organization. Identifies possible ways of improvement that, due to their impact, generate an affection of the clients towards the company.
Audit element management: it evaluates with the voice of the clients the performance of the various units before the various segments.
Element of motivation and internal communication: because it makes each unit feel that their efforts are taken into account by the client and the positive results of those efforts are seen by the organization. Quality measurement aligns the entire company in its focus on the customer.
WHY IS A PROGRAM IMPORTANT?
Minimum guidelines are established that allow the analysis to be transversal in the results and, most importantly, that the action plans and guidelines can be enriched by everyone in the organization. In other words, that each one stores and has access to the information of their processes and, in addition, can bring the best practices of other companies to their own.
It allows the generation and standardization of the methodological application, facilitating the understanding and communication of the results together with deep analyzes previously defined.
Keep some minimum variables of comparison, in all organizational areas, which in an aligned way allow cross-sectional analysis of information, generate rankings and benchmarks, and synergy between areas and processes.
The model makes it possible to propose the key variables with which the relationship axis is made, leaving ample room for adaptation for each of the organizations, since each unit represents a different and unique function within the program.