| An organization depends on two things to prosper and survive: it must satisfy a need and
it must adapt to continuous change. Customer Satisfaction is the ground zero of the change facing all organizations.
In the late 1960s, I spent some time as an order entry clerk. We processed orders that were phoned in or came in through the mail (There
were no faxes or E.D.I.) After being hand written, the orders were processed and a tape was created that went to the computer. In the
1980s I watched as customer service representatives keypunched orders, then verified the orders on a keypunch machine and then checked
the orders on computer printouts before sending them to the shipping department. Fortunately, by the 1990s we had installed EDI and MRP
and were able to process orders from receipt to shipping room in less than a minute.
Organizations striving for continuous improvement adopt and attempt to implement all kinds of process-based changes. Our focus has
been on faster computers, faster connectivity, faster processing, faster order turnaround in the belief that speed better serves the
customer. Customer Service has become so sophisticated that it is expanding to include: Data mining, Web services, eCRM, Relationship
Marketing, Sales Automation, Call Centers, ISO, Customer Analytics, Vendor Managed Inventory, Consignment Inventory and much more. The
more highly technical the processes become the more we need high touch to resolve problems and help our customers, clients and patients
through the complexity we are creating.
As a consumer, I am constantly confronted by organizations who have created processes that frustrate and alienate me rather than make
my life simpler and easier. Organizations have become so focused on improving their internal functions that they have ignored both the
people who have to make the system work and the people who have to use it.
The time has come to involve the customers, clients and patients as well as the service and systems people in the development and implementation
of truly customer friendly solutions. If we truly believe that organizations must both meet a need and adapt to change, the time has
come to look for new and better solutions.
The focus has been on newer better systems because there haven’t been any alternative approaches that included the perspectives of
the people being served.
The solution is to explore High Engagement techniques to foster collaboration between
all the affected parties. Collaboration that results in both improved efficiencies and improved Customer Satisfaction.
Cannon Advantage has used High Engagement techniques in a variety of situations to achieve enhanced Customer Satisfaction
while improving efficiencies in the processes. Give us a call to discuss how we might help you and your organization with enhanced customer,
client or patient satisfaction.
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The Cannon Advantage : Contact us today by phone
toll free 866-598-8450 or