White Paper: Creating Fast, Simple and Effective Experiences For Customers
 
How do customers get Fast+Simple experiences from companies like Amazon, and what can you learn from that? A new white paper written by Limebridge members Peter Massey, David Naylor, Marion Howard-Healy and Tony Bruno is now available from the Hong Kong Call Centre Association.
 
The paper explores systematic processes to create fast, simple and effective experiences for their customers. and their impact on customer retention, satisfaction and customer profitability. It draws on research conducted amongst senior executives in UK companies in early 2005.
 
A short extract from the white paper follows
We describe our passion as ¡¥how do we stop doing dumb things to our customers and our people?¡¦ We describe what customers want as a ¡§fast and simple¡¨ experience.
 
Businesses need to remove the frustrations that customers repeatedly experience, if they want to be trusted. They need to maximise how much time and value their customers are prepared to spend and invest with them. We, as customers in the 21st century, want to tell companies how to improve ¡V if only they would listen and act on what we could tell them.
 
Loyalty, churn and frustration are inherently linked. We do not expect companies to be perfect all the time. What sets the ¡¥excellent' out from the ¡¥not so great' are the companies who consistently get the basics right. And when they get something wrong, they admit it and put it right. They listen and act.
 
The full paper describes capturing voice of the customer data at source, and closing the loop between what customers say and what your operations deliver. it is essential reading for senior executives who are accountable for customers.
The paper is freely available and can be downloaded HERE.
Limebridge is a global alliance of customer management experts helping customers to improve their customer performance in north America, Europe and Asia-Pacific. Limebridge will be researching fast and simple concepts in Asia during 2005. if you are interested in participating in this research please contact Tony Bruno at tony.bruno@limebridge.com.hk or on +852 2559 0904.