3 major steps to improve Customer Satisfaction - Tips from a former Customer Service Professional
Applying Design Sprint can have two different results:
Whatever your purpose, the result are always useful ideas, happier customers, higher profit.
Let me first focus on talking how Design Sprint can help you improve customer experience and skyrocket your customer satisfaction rating.
I took calls, answered complaints, and guided agents most of my time in the BPO. I wish I knew Design Sprint back then so I could have increased our Customer Satisfaction rating smoothly, quickly, drastically.
Let us see a specific example of my former student. She used Design Sprint and experienced the excitement it brings in solving their 1-year customer problem in just matter of days.
Ms. Jo Ortiz applied Design Sprint into their CareerHub website to increase traffic and utilization. Their Design Sprint adventure can be summarized in 3 major steps:
1. Customer Journey Mapping – Problems were quickly spotted by drawing a very simple map of their applicant’s online experience
2. Ideation – Their team wrote and sketched many creative solutions using a tool called Creative Matrix. Then they formed a single concept on how to build a seamless online application experience by using Sprint’s remix and improve method.
3. Testing their Prototype – This is now where they saw patterns through the Sprint’s structured testing and interview. Testing the prototype with real applicants easily connected what is working. They even discovered the secret in making their customers feel more comfortable in using the site.
CareerHub’s Design Sprint is a great example of how to have a Design-Led Customer Experience. Design-Led CX (Customer Experience) is how you transform your customer service to be a profit generator.
Now let’s have some numbers to back that up.
Design is a proven secret to success of most wealthy companies. They reap the benefits of more market share, more business advantage, more loyal customers.
You too can reap the benefits using the same 3 major steps.
You can discover how to consistently get 5-star review in forums or Facebook. You can discover how to create a seamless customer experience. You can turn customer service to a profit generator.
Learn how to create seamless customer experience. Learn how to create services that customers would crave for. Learn how to boost your career.
Now is the best time to learn Design methodology because more and more companies are realizing the benefits of including design in their strategies.
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-The Sprint King