Value Through Superior Customer Experience

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DELIVERING BUSINESS VALUE THROUGH A SUPERIOR CUSTOMER EXPERIENCE WHAT we do: Deliver a superior CUSTOMER experience 8 Gathering and acting upon customer feedback Attributes Service desk surveys <strong>Customer</strong> notes BRM feedback OLAs/SLOs/SLAs Monthly reporting Business value metrics 1. Number of services units delivered to customers 2. Number of escalations received in a month 3. <strong>Customer</strong> feedback trends Important questions that we need to answer WHY WE DO IT: TO INSPIRE OUR CUSTOMERS TO LIVE HEALTHY ACTIVE LIVES
IMPLEMENT PROCESSES: WEAVING ITIL INTO THE SERVICE FABRIC OF THE ORGANIZATION
Page 1 and 2: ACHIEVING BUSINESS VALUE THROUGH A
Page 3 and 4: WHAT ARE EXPERTS SAYING ABOUT BUSIN
Page 5 and 6: ORGANIZATIONAL EXPECTATIONS RELATED
Page 7 and 8: DESIGNING THE DESIRED CUSTOMER EXPE
Page 9 and 10: OUR APPROACH
Page 11 and 12: ENGAGE AND DEVELOP OUR PEOPLE - EXA
Page 13 and 14: DELIVERING BUSINESS VALUE THROUGH A
Page 19: DELIVERING BUSINESS VALUE THROUGH A
Page 23 and 24: DELIVERING BUSINESS VALUE IN 2012 M
Page 25 and 26: CUSTOMER EXPERIENCE OWNERS Improved
Page 27 and 28: COMMENTS FROM MEMBERS OF OUR TEAM (
Page 29 and 30: COMMENTS FROM MEMBERS OF OUR TEAM (
Page 31 and 32: ACHIEVING TRANSFORMATION 1. Starts
Page 33: QUESTIONS

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