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Customer Experience Process Review

February 27, 2015

"CX Related Policy & Procedures Review"

 

Often the barrier to achieving the most effective customer experience programs can be simple policies and procedures that while they remain obscure have significant impacts on entire workflows.

 

An extremely rudimentary example is customers being forced to wait for their receipt to print during payment. Most systems are defaulted to print the merchant copy first. Why do we force the customer and staff to waste valuable time waiting? We used a minor example of poor practice. Most others have much larger and more significant impact on customer experience and revenue.

 

OUTCOME:  We review and modify policies and procedures to empower all staff to use common sense guidelines to delivering the best in customer experience. 

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