If you are not focused on finding ways to save money then you must be working for a company on another planet. The economy stinks for most industries and the pressure is on to find ways to save money. Here is a unique concept, let you customers help you out.
Using Customer Driven Management, your customers can help do the work for you that either A. You do not have the time or resources to do it they way you really want it done or B. You do not have the time or resources to do it at all.
Customers not only can help but they want to help as well.
Here are some areas where you can reduce costs in your customer sales and service areas with CDM:
1. Customers can help you coach employees. You can raise the Supervisor to Employee ratios by adding the customers into the coaching process. You end up with more coaching for less cost. How much does a supervisor cost at your organization? If you could go from 1 to 15 to 1 to 20 or maybe 1 to 20 to 1 to 30, how much could you save?
2. Quality Monitoring- Let you customers into the QM process. At worst case you will still have to do compliance monitoring. Your customers can do everything else. How many QM people do you have? What if you only had to QM compliance issues? What could you save?
3. Focus groups and marketing research- Don't pay an organization to conduct expensive focus group work, use your customers. They are passionate, accurate, credible and infinite. How much do you spend in focus groups and customer experience research?
4. Mystery shopping- Use your own customers for mystery shopping. What better way to increase loyalty than to have your customers help you get better. Do you have a mystery shopping line item in your budget?
The North Texas Tollway Authority did all of they and won an award. On June 10, 2010, the NTTA put out the following press release in this link: June 10, 2010
Interested in winning an award and saving money? What value would that bring your company? What value would that bring your career?
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