SPOTLIGHT ON CUSTOMER CENTRICITY: CUSTOMER AMBASSADOR NETWORK
We believe that successful companies are close to their customers. We love commercial and we love customer but most of all we love the sweet spot where value for both lies.
Our Customer-Centric™ Ecosystem draws on strategic organisational, cultural and customer insights to inform the many elements required for a company to become truly customer-centric and create significant value.
We believe that one area which can have a big impact on reducing costs and speeding up decision making is a CUSTOMER AMBASSADOR NETWORK
UL is a global, independent safety science company with more than a century of expertise innovating safety solutions from the public adoption of electricity to new breakthroughs in sustainability, renewable energy and nanotechnology.
In such a large organisation, those in Head Office making strategic decisions can FEEL FAR REMOVED from the customer and those on the frontline. To scale the gap and CONNECT the wealth of customer experience gathered by the customer support operatives everyday into other parts of the business, UL created A NEW TYPE OF INTERNAL NETWORK. Individuals from the Customer Support teams were assigned to a non-customer-facing team within the business.
Support STAFF RECEIVED TRAINING to become rounded customer advocates, for instance, on how and why customer was so important to UL’s success and how this was measured across the business. Equipped with this and their professional experience of dealing with customers day in day out, they became customer ambassadors - equipped to FEED RELEVANT KNOWLEDGE gained at the frontline into the business, delivering results such as reduced optimisation timings on existing and newly-launched products and services
Are you set up to foster more customer-centric decision-making at the centre of your business?
As always we are happy to talk about how it might help you.