citizens are talking. are we listening? using customer data in your organization presented by:...
TRANSCRIPT
Citizens are talking. Are we listening?
Using customer data in your organization
Presented by: Carlos ThomasChief Deputy Tax Collector
Voice of the Customer Data
• How do you know what is most important to your customer?
• What are your customers telling you?
• Does the data support what your experience tells you?
• Using customer data to manage by fact.
Voice of the Customer Data
“Operation Reduce Wait Time”
Collecting Voice of the Customer Data
Methods of collecting Voice of the Customer data:• Customer Requirements Survey• Customer Satisfaction Survey• Customer Complaints / Dissatisfaction• Benchmarking to Comparable Organizations
Using Data in Strategic Planning
Incorporating Voice of the Customer data into strategic planning
• Setting overall strategic direction relative to customer data• Aligning goals to expectations of your customers• Designing strategic initiatives designed to close performance gaps
Using Data in Strategic Planning
Mission / Vision
Financial Responsibility Exceptional Customer Service
Organizational Excellence
Engaged & Knowledgeable Workforce
Managing Customer Expectations
Holding senior leaders accountable for meeting customer expectations• Monthly Business Review Meetings
• Analyzing current results• Reporting progress on strategic initiatives
• Quarterly / Annual Performance Reviews• Executive Action Register
Questions???
Voice of the Customer