Feature
result – NPS can mask any pain the customer experiences along
the way and it’s that pain that I need to resolve.
Tell us about your First Choice for Customers initiative and
how that works – we understand it is an organisation wide
initiative with all departments involved.
First Choice for Customers is the heartbeat of our business so
we’ve worked to repurpose our customer agenda through a clear
operating framework and with a number of engagement activities,
particularly for those in non-customer facing roles recognising it
can be hard for these teams to see what part they play in
supporting the customer.
With the introduction of NVQs in Customer Service and clear
career paths for our service teams we’re helping our recruitment,
retention and improving overall capability. By putting ourselves up
for recognition in areas such as the Top 50 Companies for
Customer Service, Top Welsh Contact Centres and Customer
Experience Awards we’re creating a real sense of pride internally in
the service we offer, which has boosted morale and engagement
no end!
Your initiative to have cardboard cut-outs of key customers
at your meetings sounds fun and engaging at the same time
– tell us more.
It can be too easy to sit in a meeting and make decisions that
impact customers without putting yourse