- Create a culture where employee input/innovation is encouraged
- Ensure that customer feedback systems are in place and working well for all core services
- Make process and system improvements to enhance service
- Set service standards, communicate them to employees and customers, and hold employees accountable for them
- Incorporate service into hiring, onboarding, training, performance management, websites, mission, strategies, projects, etc.
What's happening now?
- Meeting schedule (TBD)
- Support for TAP Survey Action Plans
- March 16, 2018
- Time TBA
- HUB 145
University students, faculty, and staff have increasingly complex expectations regarding service offerings and delivery.
Is it enough to think in terms of customer service or do we need to have a richer understanding of the full customer experience?
The customer’s experience is their physical and emotional perception of interactions with services, people, processes, and communication channels. In this workshop, we will start to map and understand your customer’s journey with your group, while providing proven data-collection strategies to measure and optimize the overall customer experience.
Upon completion, participants will:
- Understand the difference between customer service and customer experience
- Begin to map the customer journey for your group
- Identify appropriate data-collection options for answering research questions or measuring progress toward organizational goals
- Receive a customer journey framework to incorporate into your group’s larger strategy
To register: Please email firstname.lastname@example.org at Strategic Consulting.
- See the Organizational Excellence Services page for links to tools and templates on Metrics and Analysis, Process Improvement, Change Management and more
- Core Services Tools
- Employee Engagement Discussion guide
- E-mail Netiquette guide (PDF version)
- Roadmap for the Development of an Organization/Unit/Programs/Teams