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How to create good customer experience to build business
Author: Dave Smith, Royal Mail
Date: 06 June 2011
Brands that focus on customer service and get it right, will see their bottom line profitability increase, according to Royal Mail’s Chief Customer Officer, Dave Smith.
A new document, recently presented at the Mail and Express Delivery Show 2011, outlines how good customer service promotes advocacy amongst consumers, which in turn drives business growth.
“The requirements for mail and express delivery essential remain the same. The most important factor is to keep service promises and both collect and deliver on time,” says Smith.
Different post operators around the world now have customer experience programmes and at Royal Mail a new structure puts the customer at the heart of everything it does.
The four-part programme aims to help everyone in the organisation to understand what they need to improve loyalty as well as fixing and improving products and processes.
To read more on what Royal Mail is doing, with lessons for other businesses click the ‘download’ link below.