 |
Mailing of different customer
satisfaction and customer retention pin-up posters to each employee
at regular intervals. These posters
can be pinned-up by the employees at
their desk / workplace. These customer retention posters will constantly remind
the employee of the importance of the
customer. The posters can also be sent
along with the salary cheque which will
indirectly remind the employees as to
who pays them their salary.
|
|
The big customer satisfaction posters on various themes can
be displayed all over the company premises.
For instance, every month one of the
big posters can be displayed all over
the company premises.
|
|
Every employee or every department
can be given a copy of any one or more of the books titled
Customer Math, Customer Icebergs
and Unhappy Customer Stock
Exchange. In case, large
quantities of book are required, they
can be especially printed for the organization
with a different book cover, that is,
a special edition. In such a case, even
a small write-up or foreword from a
senior executive of the organization
could be included in the beginning of
the book.
|
|
Avinash Narula can conduct seminars
for the employees of the company or
selected employees of the company.
|
|
A contest can also be organized to
ensure internalization of the concept of customer satisfaction and customer retention.
The contest will involve the employees
writing about their specific experiences
as a customer or their experience as
a person who served a customer. It could
be a happy or an unhappy experience.
The employee would be required to write
a short essay / note on how the concept
of Customer Math, Customer Icebergs or Unhappy Customer Stock Exchange relates to his experience
and what he learnt from it. Some of
these short essays received would be
circulated to all the employees of the
organization through email. The best
2/3 essays would win prizes. The contest
would help to internalize the concept
of customer satisfaction and the mathematics
associated with it. This contest will
bring out the advantages of customer
satisfaction as well as the cost of
dissatisfaction in the employee's own
words.
|
|
Badges with Customer Math formulae
are also available. These badges can
be worn by the employees every day or
on specified days.
|
|
Other Customer Satisfaction Merchandise items like coffee
mugs and calendars can also serve as
a reminder of the importance of the
customer satisfaction to the success of our business and professional careers.
|
The advantage of the modular Customer Satisfaction
campaign is that you do not have to adopt
all of the above at the same time. You can
pick and choose. You can select the actions
you would like to adopt depending upon your
needs and your budget.
