Applying DMAIC/LSS To Customer Onboarding to Reduce Problems & Create Delight
John A. Goodman, Vice Chairman, Customer Care Measurement & Consulting (CCMC), Washington, DC, USA
Co-Speaker: James Rogers
Keywords: Customer Expectations, Delight, Customer Onboarding
Over one third of customer problems and dissatisfaction are caused by incorrect expectations set by Sales and customer errors due to not understanding the product. The root cause of these issues emanates from the lack of accountability for effectively onboarding customers. HughesNet Satellite communication has found that effectively educating customers results in up to a 40% drop in dissatisfaction with performance along with reduced support calls and truck rolls.
John Goodman of CCMC will provide best practices for customer onboarding and show the components of a compelling business case including reduced problems, lower service cost and customer delight that fosters positive word of mouth that wins new customers. He will report the new study of delight that shows that transparency and honesty are critical delighters that result in customers willing to spend more and tell their friends.
James Rogers, HughesNet Director of CX reporting the SVP of Quality will describe the quality action teams which implemented Gemba Walks and DMIAC to enhance digital and in person installation and onboarding.