IMPROVE CUSTOMER EXPERIENCE
Customer Rooms are designed to improve Customer Experience on complex and transverse issues that have a significant impact on their satisfaction. They help sort out three major issues that are very common in large organizations :
- Sales and other customer facing employees are escalating issues; however, very often those are not getting tackled because no one really feels resposible to fix them.
- Complex issues involving several operational functions oftne cannot be solved by normal continuous improvement process, internal to each function.
- Fucntions with a high impact on customer experience, but never actually facing any customer, are not aware of the extend of their impact.
MAKE AWARE, TEST, DEPLOY
There are three steps to this process:
1. Make teams aware of how much this new operating model is needed.
A training workshop and a role-play session is organized with all functions that are part of the solution. The role-play is based on actual customer feedbacks. Each participant plays a role that is not the one he has in real life (for example : the Sales Manager will act as Supply Chain manager, and reciprocally).
2. test the process with a pilot in real life.
The pilot vill be organized on a limited perimeter (plant, country...), ideally with volunteers. This team will later play a critical role when the operating model will be rolled out.
3. Deploy the operating model at scale on the whole business; define the escalation process.
Every Customer Room shall comply with the same Golden Rules. When the process becomes mature enough, it is recommended to occasionnally invite customers to attend.
OBJECTIVES
People in a Customer room are not just attending a meeting, they embark on a mission : improve customer experience.
Issues that are escalated to customer room shall come from the customer. Others shall not be considered.
Explaining why the problem cannot be fixed, that is not the point. The point is: what can we do, now, to at least alleviate it.
People in the room make the decision. They have a mandate for that.
Customer room formalize the response in terms the customer will understand. Avoid internal linguo.
The job is only over when the solution has been presented to the customer, and he made a feedback.
