The document discusses developing a customer service strategy (CSS) that integrates organizational culture around customer touchpoints. It identifies common service delivery gaps and outlines a framework for developing a CSS, including conducting research, defining goals and key elements, creating implementation roadmaps, and measuring customer experience. The desired outcomes of the CSS include developing a customer-focused orientation, increasing satisfaction and loyalty, and improving overall service performance.

1. Customer Service Strategy & Customer Experience Integrate organisational culture and services around customer touch points Anand Subramaniam

4. Customer Service Delivery Gaps

5. Customer Service - Current Challenges Challenges How do customers perceive and evaluate the quality of service delivery? Why discrepancies exist between the perceptions of customers and those of managers? What are managers’ perceptions about quality of service delivery? How can services improve customer service and achieve excellence? Customers’ and managers’ perceptions not integrated into a acceptable service delivery model? How to make a service delivery blueprint and standardise components? How to improve the quality of service delivery?

10. Customer Service Strategy (CSS) – Overview

13. CSS - Mechanics Customer Service Objectives Organisation’s vision Customer Service Goals Priorities of the clients– internal & external Industry norms and benchmarks Conduct competitive audit and analysis Customer Service Strategies Analysis of research results (market) Areas identified that require change Implementation Roadmap Prioritised recommendation for changes Outline timing and major deliverables

16. CSS – Roadmap & Implementation

18. CSS – Priorities Accessibility Appropriate product terms Policies are flexible & reflect client needs Speed of Service Rapid renewals Shorter wait time Service is prompt Customer Treatment Staff pays personal attention to overall customer experience Preferential Programs Meeting expectations

22. CSS - Phased Implementation Analysis & Preparation Design of Strategy Transfer & Roll Out Pilot Test Evaluation & Follow up Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 1

23. CSS - Framework Alignment Organisation's Competitive advantages Profile & preferences of target market Customer Service Strategies

24. Customer Experience Measurement and Framework