Turning customer feedback into action is difficult. Sure some responses are easy to fix but once those ones are done, it gets hard.
Getting to the root cause is critical for success
Genroe has seen first-hand that the biggest issue customer feedback programs face is not collecting the data. It is identifying and acting on the root causes of customer pleasure or displeasure. It can seem impossible to uncover the critical themes from hundreds of pieces of customer feedback. And just as hard to take action.
But if you don’t take action your entire customer feedback process is just a cost to the business. If you are not going to act, don’t ask.
The bad news is that finding and solving issues in the business to improve customer loyalty is a distinct skill set. A skill set that most companies don’t teach.
The skills and techniques are well documented
The good news is that some companies have been very successful in performing root cause analysis and taking action. For over 50 years they have been using a set of skills and techniques that can be applied to every company. All you have to do is copy what they have done.
But, traditionally, those skills have been complex to implement.
They are related to quality systems. You have probably heard of them: 6 Sigma, Lean 6 Sigma, Total Quality Management, etc. If you have heard of them, you have also heard how difficult they can be to set up. They can take months or years to implement across a company.
They are thorough, but not useful if you want drive change this month or quarter.
We help you do it in just 3 weeks
However, by taking just the critical tools, and coaching your team in their use, you can be making dramatic improvements in your business in just 3 weeks. The secret is to focus on root cause analysis and action planning so you can start improving your business quickly.
This is what Genroe’s Root Cause Analysis and Action Training does for you.
Coaching not more presentations
The best way to learn any skill is to use it in real life. Over the three weeks of the program we work with your staff to:
- Provide an introduction to the critical root cause analysis and action techniques
- Use those techniques on your real data to identify a prioritised set of customer issues that need solving
- Take the most important issues and extract the root causes
- Convert the root causes into project plans
- Start taking action.
At the end of the process your team will have more than just another interesting PowerPoint presentation. They will have used new skills to drive real change in your business. With that experience they will be well equipped to drive change long term in your business.
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