Example Reflection – Mind Mapping

Challenge & Selection

In order to improve sales, and thus the relationship of a company with its customers, it was decided to  somehow measure customer satisfaction using the NPS methodology, and thus be able to identify  possible drawbacks in the processes to be improved, as well as carry out quick and concrete actions with  detractor customers. We use the mind mapping tool to decide the actions to be carried out.

Application

We start with a small audience of promoter, neutral and detractor clients. What was done was first a  training for employees, in terms of customer service. A speech was prepared and the first calls were  made. At this point the mission was to listen and record everything that the client said.

After this, the comments were grouped into suggestions, annoyances, or compliments. In this phase, we  held a workshop in which several collaborators from various areas participated to brainstorm ideas,  focused on the inconvenience of customers. The collaboration of the different areas seemed important  to us, to have various visions of actions.

Some annoyances made reference to some bureaucratic and slow processes that the company had in  terms of issuing its products. On the other hand, others spoke of a lack of knowledge of the client to  offer some products.

Thanks to these comments and this study, it was possible to carry out timely actions and offers directed  to our clients. As well as the improvement of some processes that slowed the attention.

Insight & Approach

This workshop resulted in several improvement actions and we realized that the most important thing in  a company is to know and listen above all to the customer in order to make quick decisions and take  timely actions.

After this sample, it was extended to all clients and thus interdisciplinary working groups were made to  carry out the necessary actions. This also helped us to work better as a team and think about corporate  well-being in a unanimous way, breaking down the barriers between areas.

