This was the challenge faced by Bruntwood, one of the UK’s leading providers of commercial workspaces.
Its answer was to:
- Create a customer-centric voice of the customer program
- Invest in the right technology platforms to collect, collate, and analyse insights from a diverse range of users through a wide range of channels
- Act intentionally on customer feedback through a structured employee engagement program
- Set clear improvement targets and objectively measure results against these targets
- Evolve its voice of the customer programme to engage customers in future business transformation projects
Unsurprisingly, Bruntwood won the Gold Award at UK CXA 22 for the best use of customer insight and feedback..
Indeed, its voice of the customer programme provides a blueprint for any organisation seeking to collect meaningful customer feedback and use those insights to develop a continuous improvement culture to raise the level of customer satisfaction and drive future business development.
If you're in any way involved in developing customer experience or employee experience within your organisation, you might find this article useful.
It provides a step by step guide to designing, building and Implementing a best in class customer insights programme.
If you're interested in growing your business through simply outstanding customer experience, please don't hesitate to book a free no obligation consultation.
