Using Journeys to Differentiate

Identifying the journeys that matter most can be beneficial even when companies don’t have a nagging customer service problem – the effort can help them find a competitive differentiator. One car rental agency wanted to improve its already good service and distinguish itself from its competitors in light of the increasingly commoditized nature of the industry. Its investigation into what mattered to customers highlighted the airport pickup, a journey that might take less than an hour but that crossed a half-dozen or more touchpoints. The most important aspect was the end-to-end speed of service, from bus to rental counter to

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Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must handle each one well. But if asked about the experience months after the fact, a customer would never describe such a call as simply a product question. Understanding the context of a call is key. A customer might have been trying to ensure uninterrupted service after moving, make sense of the renewal options at the end of a contract, or fx a nagging technical problem. A company that manages complete journeys would not only do its best with the individual transaction but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call.

In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-efective ways to collaborate across functions and levels, a process that delivers gains throughout the company.

Consider a leading pay TV provider we worked with. Although it was among the best in the industry at managing churn, it faced a maturing market, heightened competition, and escalating costs to keep its best customers. Churn was a familiar problem, of course, and the typical reasons for

Continue reading Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must handle each one well. But if asked about the experience months after the fact, a customer would never describe such a call as simply a product question. Understanding the context of a call is key. A customer might have been trying to ensure uninterrupted service after moving, make sense of the renewal options at the end of a contract, or fx a nagging technical problem. A company that manages complete journeys would not only do its best with the individual transaction but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call.

The TruTh

AbouT

CusTomer experience

Companies have long emphasized touChpoints—the many critical moments when customers interact with the organization and its oferings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger—and more important—picture: the customer’s end-to-end journey.

Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must

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How Journeys Pay Off

Most executives we talk to readily grasp the journey concept, but they wonder whether perfecting journeys pays off in hard dollars. Our annual cross-industry customer experience surveys (including pay TV, retail banking, and auto insurance firms, to name a few) show that it does.

Companies that excel in delivering journeys tend to win in the market. In two industries we’ve studied, insurance and pay TV, better performance on journeys corresponds to faster revenue growth: In measurements of customer satisfaction with the firms’ most important journeys, performing one point better than peer companies on a 10-point scale corresponds to at least

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Yaroslavsky Shipbuilding Plant upgrade waterways Russia

Since 2010, the country began to be realized federal target program "Development of transport system of Russia (2010-2015)". As part of this document is designed subprogram "inland waterway" in the performance of which is actively involved, "Yaroslavsky Shipbuilding Plant".

The first order received of "YASZ" as part of the routine was the production of gates for the city of Uglich. For the first time the company has been manufactured metal structure with dimensions of 34 x 9 x 1.8 m, consisting of a panel weight of 160 tons and the two sectors weighing 11 tons each. The gates were

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CA asterisk has completed the construction of jack-up Arctic for «Gasflot

 Photo source:gazflot.ru

OJSC "JSC" Center of ship repair "asterisk" (CAs "asterisk") has completed the construction of a jack-up rig (jack-up) "Arctic" for «Gasflot" (). As the press service of the company, on November 9, during the visit of Russian Prime Minister Vladimir Putin in Severodvinsk signed the act of presentation ready to move into the jack-up port. The ceremony was also attended by First Deputy Prime Minister of Russia Igor Sechin, Deputy Minister of Industry and Trade Denis Manturov, General Director of JSC "United Shipbuilding Corporation" Roman Trocenko and General Director of "Gasflot" Yuri Shamalov. At the moment on

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Uralmashplant completed the shipment of the body rotary kiln for Central America

Shipped the second batch — 14 hull sections rotary kiln made for one of the companies in Central America. The equipment is made to order and engineering company "Tsemek Minerals» (CEMEQ Minerals, Russia). The rotary kiln is used for firing ferro-nickel ore.

For delivery of the second batch of 7 units of special equipment used for the transportation of heavy and oversized cargo.  

Like the first time, furnace section will be delivered to the seaport city of Rostov-on-Don and reloaded on ships of "river-sea". By the River Don goods reach the Azov and

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Managing work with key customers

Most modern businesses today try to be customer-oriented, because it is not just fashionable, but primarily economic. But just in case this term they understand the organization's ability to extract additional profit at the expense of understanding and response to customer needs. The major task of the project to work with key clients business administration CTRP saw it as a priority production orders with the highest marginal income.

Before the project, coordination of orders in production occurred outside the corporate information system. Commercial Directorate has formed an excel file with the data on orders, production of which

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Ukroboronprom sent to Algeria batch of Mi-24 Refurbished

On the territory of the State Enterprise "Konotopskiy Aircraft Repair Plant" Aviacon ", which is part of the Civil Code" Ukroboronprom "held test flights of combat helicopters Mi-24 after a major overhaul.

 Party helicopters of the type mentioned are overhauled to "AVIAKON" under a contract with one of the countries in the African continent. According to the information portal "Ukraine Industrial" order to repair and modernize the armed forces helicopters placed Algeria.

"The results confirmed the high level of operations carried out by Ukrainian specialists works. Tests have shown that the technical characteristics of

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Sredneramny trailer for pneumatics

ChMZAP sredneramny released the first trailer on air suspension ChMZAP 9900640-080PPK. Similar trailers in Russia is not yet released. Suspension for his company BPW made to order for special technical requirements ChMZAP

New heavy truck designed by special order. The customer wanted to buy a trawl ChMZAP as on a traditional spring equalizer suspension, and the pneumatics. The plant "Uralavtopritsep" went against the consumer and developed a new semi-trailer with the required specifications.

Semi — Heavy-CHMZAP9900640 080PPK capacity of 40 tons has conics that allows you to carry not only krunogabaritnye indivisible loads, but the pipe. This

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