A KSM factory client: “We’ve looked into all kinds of things in recent years, and we also register the details of our customer contacts. We have a ‘to do’ list of improvements. Yet we’re not making progress. So what are the smartest improvements we can make, with a measurable effect on our customers’ experience? How can I show that customer experience can earn the organization money? And how do I get my entire organization to think and work from the customer’s perspective?”
“The KSM method for customer satisfaction provides concrete justification of our investments and improvements. It’s infectious and inspiring to see the oil stain spreading throughout the organization.”
Hugo Aalders, Director WPI Municipality of Amsterdam
“The First Time Right program worked its way through the entire customer chain to find solutions for unnecessary customer contact. Besides a significant 25% decrease in contact volume over 3 years, an equally important legacy is the impassioned conveyance of all ins & outs surrounding Customer Experience management, the sparring partner for me as a manager and source of inspiration, always ready to take the next step. Thank you!”
Maud Martens, Manager Customer Contact Center Delta Lloyd