Book Assessment
Week 0-2
Buy-In
Ensure all Stakeholders across the company understand and buy into the process of an ongoing CX Programme
Week 2-8
Communicate
Keep the internal and external communications going throughout the entire process and remind customers of the programme as often as possible
Week 2-6
Plan
- Understand and identify the customers to include
- Structure your data and create an intelligent contact list
Week 6-8
Assess
- Send pre-launch email
- Launch online assessment
- Issue reminders for nonrespondents
- Keep communicating with customers to get those completion rates up
Week 8>
Analyse
- Discover what our expert analysts have identified as the key findings
- Use our online analytical tool Deep-Dive to dig into your customers feedback
Ongoing
Share
- Debrief all customers on the key findings
- Discuss immediate actions with your key accounts where necessary
Ongoing
Act
- Account managers to ‘close the loop’ with their accounts
- Long-term actions – use insights to start building a CX Programme