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Useful Links
» How to complain
» The worlds best complaint letter?
» Can you trust them?
» OFT Consumer Detriment Report
» Customers in control
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Enhancing the Customer Experience
In today’s highly competitive market, leading organisations are differentiating themselves through the implementation of
customer-focused strategies. Invariably, the most successful strategies incorporate an effective complaint management
framework including;
(1) enterprise feedback management (EFM);
(2) Process-led case management;
(3) Best practice complaint handling procedures;
(4) Complaint coding & analysis; and,
(5) Business reporting focused on driving continuous improvement.
Turning a negative into a positive - Leading Organisations make the most of their complaints
A complaint is one of the most important moments of truth between a customer and an organisation because acting on the
voice of a dissatisfied customer represents one of the best opportunities for an organisation to recognise and retain
customer loyalty.
"... 34% of people who have accessed a service in the last 12 months feel that they have justifiable cause for complaint....."
[Source: OFT Report Apr 2008]
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Whilst organisations should never accept service failure, increasingly complex product and service offerings, driven by
an increasingly competitive market, mean that customer expectations are higher than ever. These higher expectations
continue to extend the gap between “customer perception” and “service reality”. In this environment, even the most
customer-focused organisations will receive their share of complaints.
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That said, the organisations that will survive and prosper in this market are those which are differentiating themselves
in terms of innovative and desirable products and services. In order to lead the way, these successful organisations will
listen to their customers, and will use effective customer-led strategies to improve the customer experience. At the same
time, they will lead the way in ensuring that they meet and exceed the legislative and compliance demands that will evolve
over the next few years to further protect consumer rights.
Leading organisations use complaints to build loyalty and drive business improvement
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Effective complaint management should form a core component of any strategy focused on delivering great service and
putting customers first. Having led complaint management and business improvement teams in a wide range of service
organisations including some of the UK’s best known product and service brands, Retenovate are developing a complaint
management framework that includes contact management software, process-led case management, best practice complaint
handling procedures, complaint coding & analysis, and business reporting.
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"... one out of four complaints sent to UK organisations still receive no response at all..."
[Source: OFT Report Apr 2008]
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Using this framework, Retenovate aims to help clients build customer loyalty by providing them with innovative
capabilities to handle complaints in the most effective, customer-focused manner. At the same time, we will aim to
develop customer feedback processes that will help clients to expose the early warning signs of product and service
failure, and provide invaluable and intuitive insight in order to focus and drive business improvement.
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