Customer Service Innovation Management
Identify elements that form customer expectations and develop new methods to design, innovate and achieve desirable levels of customer experience
Type
Functional
Competency Area
Stakeholder and Customer Management
Levels
Collate feedback on potential areas of customer service enhancement and innovation
Carry out collection of customer feedback on service
Determine customer’s needs and expectations in relation to products and services
Determine areas of improvement as per customer feedback
Provide insights on potential areas of customer service enhancement and innovation
Analyse quantitative and qualitative data to identify potential areas of customer service enhancement and innovation
Establish criteria for evaluation to evaluate impact of current customer experience
Evaluate customer experience against organisational requirements and industry benchmarks
Identify areas for improvement in processes and policies to deliver desired
customer experience
Develop and implement new product or service innovation to address customer needs and expectations
Define operational objectives and service standards based on the desired customer experience
Determine changes required in processes and policies to deliver the experience
Establish the necessary support required for changes which includes manpower resource, technology and physical environment
Create project plan to implement new product and services innovation
Design, innovate and translate the desired customer experience in line with the organisation’s vision, mission and values
Define the desired customer experience
Employ various methods to innovate on the customer experience
Formulate service innovation frameworks
Drive culture that promotes service innovations