Guest Satistaction

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GUEST EXPERIENCE

1.  MY Culture Customer Promises

MY Culture is not only focusing on customer satisfaction, we create an excellent customer experience and we constantly measure it to make sure there is nothing missing to provide the complete picture of what our customers experience when deal with us.

Key Points:

  • Listen to the Voice of the Customer
  • Put yourself in your customers’ shoes

APPLICATIONS:

 

Emotional Measures:

These are the ways how we gain an insight into what out customer is feeling:

1. Customer satisfaction:

  • we gather it through good old-fashioned surveys;
  • we get feedback from employees who work directly with customers every day.

 2. Complaints and kudos:

  • customers are happy to tell thousands of strangers about a problem, but often won’t tell the company itself. These types of complaints are monitored and responded to right away. We get a daily feed and regularly check from the search engines.

3. Loyalty:

We check on how our customers really perform.

  • What kind of customer turnover rate do we have?
  • Which segments turn over the most?
  • Which cost the most to support?
  • How many and what types of customers actually bring in new business?

4. Brand appeal:

  • We measure and maintain brand appeal via search and network engines like Facebook, My Space or other to ensure that customers have banded together to support the brand.

Practical Measures

We focus on indicators of customer success across all channels in order to understand:

  • What are customers trying to do?
  • How successful are they?
  • How easy is it?
  • Do they need help?
  • Do they use other channels before or after?

Applications:

  1. We measure channel completion rates – on the web, at kiosks, or other self-service channels.
  2.  Usability:
    • How well our user interfaces mirror customer needs and customer centered processes?
    • Testing new or revised applications, track areas of success and failure.
    • Monitor search success.
    • Observe user interactions on self-service channels to see where they struggle, and get feedback from branch employees.
  3.  Quality Scores:
    Our quality monitoring program is truly customer- centric, scores can be a good indicator of the customer experience.
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