![]() We are using this knowledge to drive continuous improvement and better serve our clients with the aim of becoming their trusted advisors in additional areas. The VoC programme insights have proved powerful in ensuring that our people at all levels in the firm understand our clients’ perspective. Understanding who your most valuable customers are helps focus your efforts to increase sales, but diversification is also important. The VoC programme also complements our quality assurance process and helps drive continuous improvement. This knowledge, gleaned via multiple touchpoints, informs our new Client Focus Strategy and a suite of processes and protocols, ranging from how we communicate to capturing lessons from projects. The VoC programme builds those insights into the priorities and perspectives of our diverse client base. It began early in 2020 with an externally managed survey of our clients’ views on our services and delivery. ![]() To embed this client-centric approach consistently across all our work, we follow a Voice of the Customer (VoC) Centricity programme.
0 Comments
Leave a Reply. |