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A contact programme, including
personal meetings, telephone calls, emails,
newsletters and customer events – to ensure contact is relevant, at an
appropriate level and with a planned
frequency |
 |
|
Customer focus groups – so that the
customer voice directly influences
product and service development |
|
|
Customers surveys – to ensure that
customers’ perceptions are obtained
regarding image, products and services,
capabilities of employees, literature,
complaints handling and loyalty |
|
|
|
Transactional monitoring – to allow a
continuous flow of information about
the performance of key customer
servicing processes (and taking action
before issues become complaints) |
|
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A complaints handling system – to
enable a rapid response to valuable
customer feedback |
|
|
A measurement framework - for
monitoring the performance of
customer servicing processes |
|
|
A Customer Information
Communication Framework – predetermined
methods for
communicating and sharing valuable
information from customers, in a timely
manner with all appropriate parties |
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