The Business Bulletin
Review your operations through the lens of the customer Before, during and post-pandemic businesses should be continuously looking for opportunities to improve processes. If your business has grown rapidly or stayed the same, the way our employees and customers feel and what they expect has shifted; but do you know what that looks like?
Businesses have been impacted
Charlotte Green Specific Learning & Coaching Charlotte is a leadership and management specialist, offering coaching, training, mentoring, employee and customer insight, along with
activity and track every single step/
systems and processes, there is an
touch that your customers experience.
expectation to be able to offer high
Follow it… “through your business from
levels of service at all times, coupled
one point, to the next, to the next, to
with the expectation to retain
the end” and map it out. It’s amazing
our existing workforce, our talent
what this exercise reveals!!
that are striving to provide high levels of customer service, that are quite frankly in a world where your competitors are offering amazingly unique offers to attract new employees
associated business consultancy. She is driven by a firm belief that harnessing the input of clients, customers and employees, is a super valuable resource for every business. Charlotte is passionate about personal development, leadership resilience and customer experience and
So how do you go about reviewing your processes? One solution is to work with customer experience specialists who could
believes her clients already have great
deliver a customer audit, often
people, services and products -and it’s
referred to as a customer touchpoint
often small adjustments or adaptations, rather than massive changes that help to realise your targets. 07954 179010 charlotte@specificlc.com specificlc.com
6 | Issue 15 – Operations and Resources
Review all external and internal
by a requirement to adjust internal
review or CX. A quick and dirty customer audit
Another solution to capturing insight that will enable you to make change and improve processes is to carry out a customer satisfaction survey and a more detailed employee engagement survey. Ask your customers and your employees what they think? Wouldn’t you rather be specific?
What should I expect to find out if I carry out a customer audit? 1. A detailed operations
that you could do yourself is to take
review and customer audit
a cross-section of tasks from all cross-
will establish the true
functional departments and immerse
Impact to business as usual,
yourself in every step of each and
revealing time wasted,
every possible process of when your
money being spent, and
customer touches your business.
mistakes being made
