Customer Service

In my job as a Supply Chain consultant I am frequently asked to provide a service that the customers want. When I research the way in which they identify the Customers requirement I find a bag of issues but no clearly defined customers views. I am sure this is not because the Customers have no views but is the result of the way in which the views are recorded and collated.

The research I undertook showed quite clearly that there was plenty of so called feedback services but none of them “did what it said on the tin”

The process needed to give the customer a “Closed loop Customer / Supplier feedback on products and or services where the Customer defines an issue. Other Customers can see it and add a signature to it or alternatively add new issues”

The concept is based upon a human trait of wishing to complain but the knowledge that complaining directly to a Company is not going to have the impact to resolve the issue.

A novel but forceful concept. I found a company, Equora Ltd, that provides just such a service. Utilising the Equora Ltd system consolidates like complaints and focuses the Customers thoughts through volume and specifically targeted complaints.

Equora Customer Services provides commercial organisations with the ultimate feedback mechanism allowing them to implement continuous improvement based on continuous customer feedback. And for their customers, it gives their opinion some weight because of the “commitment to act” that an organisation has to sign up to before adopting Equora Customer Services. The whole process has been designed to filter out one-off issues or gripes and to allow organisations to focus on improving products or services based on a critical mass of customer opinion.

If this is a service you are interested in to give you a major competitive advantage then call me to discuss the service.