Businesses start out of an idea, out of necessity or to fulfil a passion. Naturally, the search for success and revenue tends to crowd out everything else. Process design is often carried out haphazardly by new businesses. The vast majority aren’t documented and are not standard. A lot of inconsistencies and misalignments come into play. Guess who notices this very quickly? That’s right – the customer. That’s because they view the organization as a whole, and not in silos.
Customers in Nigeria find the customer service aspect of many businesses to be extremely frustrating. Whether it is rude employees, the “just manage it” mentality, lack of innovation or other insults, the average Nigerian customer has very low expectations of getting any kind of decent service. Disgruntled employees and dysfunctional processes appear to conspire against them. It has never been more important to develop solid process design to set your business apart from the crowd.
Our clients find that it is useful to standardize business procedures, processes and systems so that all stakeholders know how to react, and present a united front for the customer. These standards will guide the business in everything it does, and can be especially useful if created with the customer in mind at every step. Here’s how it works:
- We look at what is important to your business and its customers
- We document the “as-is” process – where we pay attention to how you do things on a day to day basis (as opposed to how it works on paper)
- We look at where things can be improved
- We carry out process design & document the “to-be” process, which is usually a more efficient way of doing things
Past Process Design Work
See how we did process design for Reelfruit:
Pricing is tailored to the individual company. Let’s design your processes around your customer to make your business work. If you’re interested in higher profits, better efficiency and a better service experience for your customers, please fill out the Customer Information Form and we’ll get back to you soon.
Here are some questions for business owners and management teams:
Do you want to see your business the way your customers see it?
Do you really know what your customers care about, and what they expect from your business?
Do you know what customer touch points are? And where they are for your business?
Do you understand the customer journey as it relates to your business?
Our new service design offering will allow businesses to see themselves from the customer’s point of view. This goes beyond market surveys (although we may use those as well). We take a look at each service that your business offers, and see if it works for your customers. We invite your customers to be a part of the process through workshops and interviews. Then, we provide feedback based on real customers and real experiences, allowing you to remove guesswork and base your decisions on tangible experiences.
Keep in mind that your customers see the entire organization, and not the silos created by different departments. Let’s use a hotel as an example. If a customer arrives after a long and difficult journey, and gets a dirty room, the entire hotel suffers a bad reputation. It does not matter if the chef is exemplary, if the menu has been ranked five stars, if the check-in process was perfect or the price was just right. The customer may not return, and it is a loss to all the departments. We can create a service blueprint for the entire organization that shows how the customer moves through all the touch points of the organization. Having a complete view of the customer often leads to increased collaboration among departments, and happier customers. This is what we do in service design.
We’re recruiting for innovative and forward-thinking companies to take part in a service design programme. The aim of this activity is to increase your bottom line, generate greater customer loyalty and increase competitiveness. We also have a user research program available – where you can get real insights from users and let them help you improve your product or service.
Talk to Areedi today, and let us delight your customers by designing services especially for them. If you’re interested in higher profits, better efficiency and a better service experience for your customers, please contact us or fill out the Customer Information Form and we’ll get back to you soon. We offer service design to help you gain a competitive edge.
Do you measure customer engagement? Are you still using ‘channels’ such as online/offline or price points to segment your customers? That may be useful for your internal analysis, but it can be deadly for your customer service. Why? Because the customer doesn’t segment himself or herself into a channel when they need service. They don’t care if Marketing didn’t quite align with the guys who manage the website. That’s not their problem.
All customers have a right to expect good service from a business, whether it’s on the telephone, on Twitter or via email. They will see your organization as a whole, and your customer service must reflect that. They might start a transaction online, but might need to call your business on the phone to make an enquiry before completing their order.Your organization has to engage with customers when it makes sense for them, not necessarily for you. Customer engagement could be the last big frontier in differentiating your business from your competitors.
It’s not ideal for you, but it works for the customer – and it could mean the difference between making and losing a sale. There are many ways to engage the customer personally. The choice, however, remains with the customer. Talk to Areedi today – we can design your organization from the outside in, with emphasis on the customer’s point of view. We use a variety of techniques to improve customer engagement, which may include the following:
- Interviewing your customers on an individual basis
- Observing customers as they engage with your organization
- Running focus groups
- Using data already available internally to get insights
- Running a usability test of the services you provide (using real customers)
- Recording and analyzing how customers actually use the service you provide
(Looking for in depth user research? We do that too!)
Every business has to offer its goods and services at a competitive price to the customer. One way for the management team to do this effectively is to keep input costs low and tightly control the supply chain. When costs are low, your business can continue to pass along these savings to the consumer. Let’s ask you a few questions:
- Are you having difficulty managing demand and supply for your inventory?
- How much inventory should you have and where should it be stocked?
- Do you have the right tools (e.g. technology and planning processes) to manage your supply chain complexity?
- Are your supply chain processes lean and agile?
- What’s the process for managing your sourcing? Is it well defined?
- What is your strategy to manage your supply chain?
- How familiar are you with all the components of your supply chain? If not, how do you plan to remain competitive? If your supply chain aligns with your business strategy, you’re that much closer to reaching profitable growth.
At Areedi, we will address your supply chain concerns. We work with you to define or streamline the right supply chain strategy for your business. In doing this, we realize that every business is unique and will require a unique solution. If you’re interested in higher profits, better efficiency and a better handle on your supply chain, please fill out the Customer Information Form and we’ll get back to you soon.
Many of our clients come to us needing professional business support services. New companies may need fresh or updated business plans. Other companies need clear and concise formal business documents written for them – such as strategy documents or assistance with a Request for Proposal (RFP). We work closely with a network of partners to deliver the following specialized services for clients:
- Financial Modelling
- Business Plan Writing
- Business Document Preparation
- Market Research
- Project Management Services
- Recruitment Drives
Some of these services will be offered to you using our network of partners, with Areedi monitoring and oversight to ensure that your goals are met. If you’d like to get top notch business writing for your company, or you’d like to try out any of the Business Support Services, please fill out the Customer Information Form and we’ll get back to you soon. Alternatively, you can contact us for more information. We look forward to working with you!