DBM Spain, company specialized in creating, developing and apply methodology to generate more sales by satisfying customers, explains what are the fundamental steps for implementing a business change strategy. 1 Measure the satisfaction by means of indicators. The first step that has to be carried out is to collect customer information. There are 1001 ways to know the feedback from the client. Anyone who is the method used, either that is the area that collects the information, must be able to translated into indicators. These indicators should help to know what is happening there outside with customers.
It is not necessary to have dozens of them. A few, selected properly can give the right balance between information of client and effort required to obtain it. 2. Analyze the data obtained. It is no good measure if the data are not transformed into readable information which can start to act on it.
The most basic analysis will pass by establishing the appropriate levels for each indicator, so jump alerts from certain deviations. A. start from here, how much more is done, much better. An analysis with sufficient depth will allow the next steps with greater firmness. The objective of this stage is to have a picture that allows to understand the situation with regard to the relationship with the customers and their experience. 3 Make decisions. Naturally, based on the conclusions of the analysis of the information, will appear a few opportunities and needs for action. It’s time to decide what to do. This is a stage very close to every day. If you want to start walking by this circle that the first question of all is what decisions I would like to be able to take from the feedback that I pick up from the customer?. From this question we can give a couple of steps back to give with the indicators that I need to measure.