Customer Experience Strategy Customer Experience Strategy, utilising information from the customer service program within CompassPlus/ ProcessPlus what are your key goals with respect to CX for the year ahead. Current Benchmark: Goal: Response rate: How do you improve: PM: Sales: Employee Exit: Google ratings and reviews: Budget: Focus – for example In the next 12 months we have a desire to: 1. Map out the customer journey from appraisal to settlement. (TIP. refer to ProcessPlus) 2. Integrate text, email and or voice into our after sales program and new business. 3. Implement action lists in CompassPlus. 160 |
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