By Bill Pollock, president & principal, consulting analyst, Strategies for Growth
A total and ongoing commitment to your plan and process is essential to moving the needle on meaningful improvement.
Everybody talks about the desire to improve customer satisfaction and loyalty, but few organizations actually have a plan for doing so. You must first have a plan and a process in place before thinking about any meaningful improvement. In fact, the implementation of a well-defined and managed process will ultimately drive an organization’s ability to achieve its customer satisfaction and loyalty goals.