Does your Council require a Customer Experience Strategy and Framework that is represented as a visual plan outlining your objectives and the associated initiatives that Council will undertake over the next two years to improve customer experience and how you will measure our performance over time? We have extensive experience working with local government in helping move beyond just a customer service strategy to a robust customer experience strategy, all staff are responsible for delivering.
Building on what we learn by listening to our customers, we developed four overarching principles, your Customer Experience Pillars: Listen to the Voice of the Customer, Build a Customer-Focused Culture, Optimise Processes Information and Services and Improve Technology and Systems. These pillars highlight the areas of focus for Council as we work together to improve your customer’s future experiences.
Supporting the Pillars are a number of practical initiatives. These Initiatives are the steps you will take to create the desired outcomes for our customers and ultimately deliver on your Customer Experience Commitment. And to ensure you can measure improvement in your Framework, we outline how you will measure the level of your success.
Find out what’s most important to your customers with research that clarifies, not confuses.
Create a strategy that ensures every interaction creates a positive customer experience.
Deliver improvements through a team who shares a set of attitudes, mindsets and behaviours that put the customer at the heart.
Grow your revenue and minimise wasted investment by understanding precisely what your customers do and don’t want.
As Proto CEO, Damian is responsible for driving our clients growth initiatives. He has a wealth of local and international experience with companies such as Diageo, Fosters and Telstra in senior management roles as well as co-founding Proto 14 years ago and leading over 200+ projects.