An owner of a well-established business had a serious customer satisfaction problem. Customers were enthusiastic about buying his product, but it worsened throughout the process. At final installation, most customers were no longer convinced that they had chosen the right company/product. They wanted a refund/complained/commented negatively on social media.
When we first spoke, we discussed the steps in his process, the number of people involved and the amount of information gathered at each step. After evaluation, meeting and mapping the customer experience, we concluded that there were seven main steps. I told him that we had to tackle this challenge from two perspectives: external and internal.
So we planned and implemented a communication strategy plan (external) for clients, an operational plan (internal) and a training plan for employees.
The result exceeded the expectations of the company’s manager. Installation problems, complaints about miscommunication, claims for reimbursement, customers who shared their discontent on social networks… and so on! All these issues have improved and customers refer other potential customers because their experiences were well run by all parties in the company.