The Caring Company introduces:
People, Processes and Pennies.
The 3 dimensions behind your customer contact strategy
No company is the same
Why doesn’t customer contact just work the same everywhere? Because every organization is different. Your customers, market, team and budget are unique.
That’s why the Contact Framework always starts with this question: How does your organization score on People, Processes and Pennies?
These 3 dimensions bring your organization into sharp focus and form the foundation for everything you want to achieve with customer contact.
People
Customer-oriented or Supply-oriented?
What is the customer’s place within the organization?
Processes
Simple or Complex?
Pennies
Invest or Save?
To what extent is an organization willing and able to invest in its customer contact team?
In my experience, these three dimensions map to the most important factors of an organization.
Especially when it comes to the connection between the business and customer contact.
Be it:
- How many employees you need.
- Whether you deploy AI or humans.
- Which KPIs make sense.
- How much budget customer contact may cost.
People, Processes and Pennies provide guidance for making the right choices.
Clarity about where your organization stands.
Understanding what is realistic and achievable for your customer contact.
The basis for your Customer Contact Strategy Model.
An honest conversation between management and customer contact about expectations.
How does it work?
Contact Compass
In Contact Compass, we map your organization on these 3 dimensions.
Customer Contact Strategy Models
Check out the 8 Customer Contact Strategy Models resulting from this measurement.
Contact Framework
Find out how the entire Contact Framework works.
Want to know more?
The e-book “Finally! A Book on Customer Contact Strategies” is your kick-start to the Contact Framework