Four ways to improve the customer experience on a shoestringby
Customer experience improvements can be achieved through tactical low-cost initiatives, and there are a number of ready-made and easily tapped sources that can be plumbed.
1. Interrogate the CRM system
2. Trawl the web for external sources
3. Capture ‘voice of customer’ comments
4. Identify the moments of truth and start there
Jack Springman is Head of the Corporate Advisory Group of consultancy Business & Decision.