Connected Performance is a methodology supported by a range of tools and techniques that are designed to ensure the service delivery is consistent, aligned to the company’s vision and mission, profitable and valued by customers and front-line employees. In other words it’s about making sure your operation delivers the intended value by identifying and removing the end-to-end service delivery blockers.
Connected Performance uses insights from customer feedback, front-line staff feedback and internal process measurement to achieve five key objectives:
- Understand the characteristics of your operation, both customer facing and non-customer facing, that drives customer satisfaction, loyalty, recommendation and future behaviour.
- Quantify “failure and value demand” i.e. how much capacity and resources are consumed on fixing glitches in the front-line and end-to-end processes.
- Develop a Target Customer Experience that connects the strategic intent with day-to-day operational delivery.
- Define the attributes of a great contact and develop a simplified quality management framework that is aligned to what good sounds and looks like from a customer perspective.
- Reduce costs, increase customer satisfaction and engagement of front-line staff through the elimination of waste and an increased focus on value delivery and contact resolution.
Connected Performance is a proven methodology supported by a range of software tools. Clients can contract directly with InsightNow or our partners or they can elect to become Connected Performance accredited and use the methodology and toolset under licence.
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"Insight Now and David Howard are a force of nature when it comes to understanding the drivers of value within a customer facing organisation. Their deep understanding of the customer journey and detailed knowledge of the various levers that drive the customer experience are second to none. They work with their clients in a real team focused manner that ensures that any learning's continue to add value to the organisation beyond the duration of the assignment. Through their very unique approach to the customer experience, based on years of industry leading experience and client interactions, Insight Now enable an organisation to get to the core behaviours, skills and customer understanding that align the purpose of the individual, the team and the supporting processes to delivering a "wow" experience. The commercial value of these insights and supporting recommendations can not be underestimated!"
Joris Heeze, Head of Outsourcing, Orange Operations, Everything Everywhere - Customer Operations