As a leader, you face many choices when deciding which actions to take. This video identifies eight key considerations when prioritizing customer initiatives, including safety, frequency, magnitude, timing, customer segment, prevention, brand impact, and others. Hear examples of how these variables have impacted leadership decisions.
- As a leader, you face many choices when deciding…where and how to improve service.…And the possibilities multiply when analyzing…customer data from sources that range from…social posts to surveys to operational metrics.…So, which issues do you tackle first?…We found there are eight possible factors to consider…when prioritizing customer initiatives.…They include safety.…Johnson & Johnson's fast recall of Tylenol…following suspicions of product tampering…and GM's sluggish response to ignition switch failures…are two dramatic historical examples of different…ways that service played out.…
If customer safety is involved,…the issue should be top priority.…Frequency, how often does the issue occur?…Many software programs now wisely warn users…when cap lock is on as they're entering their passwords.…That simple solution has reduced a world of frustrations.…Magnitude, whether frequent or not, the magnitude…of an issue that potentially impacts customers…should be considered.…And timing.…Some issues significantly impact customers, but can wait.…
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- Why leadership is important
- Understanding customer expectations
- Establishing KPIs
- Developing a service strategy
- Improving the service process
- Leveraging technology
- Budgeting secrets
- Traits of effective leaders