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Activities and Responsibilities for SayProRoyal-20 SayPro Royal Board Customer Experience Committee
| Customer Experience Strategy Development |
| Strategy Formulation: Develop and oversee the organization’s customer experience strategy |
| Goal Setting: Define specific, measurable goals for improving customer satisfaction and loyalty |
| Action Plans: Create and implement action plans to achieve customer experience objectives |
| Customer Journey Mapping |
| Journey Mapping: Develop detailed maps of the customer journey to understand touchpoints and interactions |
| Touchpoint Analysis: Analyse each touchpoint in the customer journey for opportunities to enhance the experience |
| Experience Gaps: Identify and address gaps or pain points in the customer journey |
| Customer Feedback Management |
| Feedback Collection: Implement systems to collect customer feedback through surveys, interviews, and other methods |
| Feedback Analysis: Analyse feedback to identify trends, issues, and areas for improvement |
| Actionable Insights: Develop actionable insights and recommendations based on customer feedback |
| Customer Satisfaction Measurement |
| Satisfaction Metrics: Develop and track key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) |
| Performance Reporting: Prepare reports on customer satisfaction and experience performance |
| Benchmarking: Compare performance against industry benchmarks and best practices |
| Service Quality Improvement |
| Quality Standards: Develop and maintain service quality standards and guidelines |
| Training Programs: Implement training programs to improve customer service skills and competencies |
| Quality Assurance: Conduct regular quality assurance checks to ensure service standards are met |
| Customer Engagement and Loyalty |
| Engagement Strategies: Develop and implement strategies to increase customer engagement and interaction |
| Loyalty Programs: Design and manage customer loyalty programs and initiatives |
| Personalization: Implement personalization techniques to enhance the relevance and impact of customer interactions |
| Complaint Management and Resolution |
| Complaint Handling: Develop procedures for handling and resolving customer complaints and issues |
| Resolution Tracking: Track and report on the resolution of complaints and their outcomes |
| Root Cause Analysis: Conduct root cause analysis to identify and address underlying issues |
| Customer Experience Innovation |
| Innovation Initiatives: Explore and implement innovative approaches to improve the customer experience |
| Technology Integration: Integrate new technologies and tools to enhance customer interactions |
| Pilot Programs: Test and evaluate new customer experience initiatives through pilot programs |
| Cross Functional Collaboration |
| Collaboration with Departments: Work closely with other departments such as marketing, sales, and product development to align customer experience efforts |
| Feedback Integration: Ensure customer feedback is integrated into product and service development processes |
| Interdepartmental Projects: Manage cross functional projects aimed at improving the overall customer experience |
| Customer Experience Policies and Procedures |
| Policy Development: Develop and implement policies and procedures related to customer experience management |
| Compliance: Ensure compliance with relevant regulations and standards related to customer service |
| Policy Review: Regularly review and update customer experience policies and procedures |
| Customer Experience Technology and Tools |
| Technology Evaluation: Evaluate and select technology tools and platforms to support customer experience initiatives |
| Tool Integration: Oversee the integration of customer experience tools with existing systems and processes |
| Training and Support: Provide training and support for staff on the use of customer experience technologies |
| Customer Retention Strategies |
| Retention Programs: Develop and implement strategies to improve customer retention and reduce churn |
| Customer Segmentation: Segment customers to tailor retention strategies and communications |
| Engagement Campaigns: Launch targeted campaigns to reengage lapsed or at risk customers |
| Customer Experience Benchmarking |
| Industry Benchmarks: Compare the organization’s customer experience performance with industry benchmarks |
| Best Practices: Identify and adopt best practices from leading organizations in customer experience management |
| Competitive Analysis: Analyse competitors’ customer experience strategies and performance |
| Customer Experience Research |
| Market Research: Conduct research to understand customer needs, preferences, and expectations |
| Customer Insights: Gather and analyse insights to inform customer experience improvements |
| Trend Analysis: Stay informed about emerging trends and technologies in customer experience |
| Customer Experience Communications |
| Internal Communication: Communicate customer experience goals, strategies, and updates to internal stakeholders |
| External Communication: Manage communication with customers regarding changes or improvements to the customer experience |
| Messaging Consistency: Ensure consistency in messaging across all customer touchpoints |
| Employee Engagement and Motivation |
| Employee Involvement: Engage employees in customer experience initiatives and encourage their input |
| Recognition Programs: Develop programs to recognize and reward employees for excellent customer service |
| Motivation Strategies: Implement strategies to motivate employees to deliver exceptional customer experiences |
| Customer Experience Metrics and Reporting |
| Metrics Development: Develop and track metrics related to customer experience performance |
| Dashboard Creation: Create dashboards and visualizations to monitor and report on key metrics |
| Performance Reviews: Conduct regular reviews of customer experience metrics and performance |
| Crisis Management in Customer Experience |
| Crisis Planning: Develop and implement plans for managing customer experience crises and emergencies |
| Response Coordination: Coordinate responses to customer service crises and ensure effective resolution |
| Post Crisis Review: Review and analyse customer experience issues that arise during crises to improve future responses |
| Customer Experience Governance |
| Committee Charter: Develop and maintain the Customer Experience Committee’s charter, defining its roles and responsibilities |
| Governance Structure: Establish governance structures and processes to support effective management of customer experience |
| Performance Evaluation: Regularly assess the performance and effectiveness of the Customer Experience Committee |
| Community and Social Responsibility |
| Community Engagement: Develop programs to engage with and support the community through customer experience initiatives |
| Social Responsibility: Align customer experience strategies with the organization’s social responsibility goals |
| Impact Measurement: Measure and report on the impact of customer experience initiatives on community and social outcomes |