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Many organizations try to be relevant and in touch with their customers. However, the reality is unruly. Really coming into contact and staying is easier said than done. Therefore, it is so important to set up a process with a continuous feedback loop about the customer's service and experiences. This allows you to optimize the services. You can ask the customer if the service responds to the needs. And at what time it does or does not happen. And what improvement points they see. The goal is to make the customer focus on your services and learn from it. This will translate you to the departments that are in contact with the customer.

Very practically you can moderate the results in an empathy map. This allows you to coach departments and employees to make customers happier.


Surmotion can help you to make the customer more central.

More information, click here.