How do you get a company to fix customer satisfaction and performance issues when there are multiple stakeholders? First, you must identify what is already known but not necessarily communicated broadly. Second, you must plan how to gather information that is needed to identify problem areas. Then third you execute or make the changes to improve the top issues.
Red Sky conducted twelve digital interviews with key stakeholders at a Global Travel company, across the marketing, sales, IT, e-commerce, quality assurance and executive team. We discovered these key issues:
To better recognize the Company’s needs, Red Sky held one-on-one interviews with twelve key stakeholders representing different roles and departments. The goal was to obtain essential information about what was already known about the organization’s processes and were the problem areas were from. The requirements gathering gave us a starting point for where our efforts needed to be focused.
Red Sky understood the team’s needs and proceeded to synthesize the critical findings and identify:
The next steps included performing a Customer Journey Workshop and further identifying the in-depth processes that need immediate attention. Followed by a dairy study with the company’s customers. The results helped the Company improve its internal and external customer satisfaction. Plus, enabled them to prioritize critical fixes that needed to be implemented.
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