Please enable JavaScript.
Coggle requires JavaScript to display documents.
Low Cost CX (Ears of the organisation (Flood the company with the VoC)…
Low Cost CX
Ears of the organisation (Flood the company with the VoC)
Call Centre/Service Desk
Receptionist
Finance
Sales and Marketing
Product teams
Executives
Using the data
Who's data is it?
Analysis and action (SHP)
Investing the benefits
Training the team - JIT and OTJ
End the practice of using accounting data to drive operations
CX data
Other people's
Qualtrix
Why it's usable by you
CX survey by Qualrix
My experience
1 coffee every week
Your own
Collected data (Pyramid)
Financial
Non-financial
Employee turnover
Product/customer/market
Uncollected data
Talk to all throughout value cahin
Internal customers
External customers etc
Suppliers/customers' customers
What to measure
Internal
Value Chain
External
O Date/X Data/P Data
Surveying
When to do it
Who and how to survey
What to do with the rsponses
Intenrally
Externally
The Fundamental Problem
Royal Commission into the BSFS Industries
Classical and Progressive Management Paradigms
Economics of CX
Cost of Happy Customers