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Conduct a ‘competitiveness audit’

Plug holes in your unit's vulnerabilities by assessing marketplace

by on
in Leaders & Managers,Office Management

In this troubled economy, it’s especially important to ensure your team remains competitive. An audit can help you determine if you are operating at peak productivity.

Begin by asking your employees two questions:

Who are our customers?

How do we measure their satisfaction?

Once you identify your internal and external customers, and you have a reliable system for tracking their satisfaction, you can build on the findings. Here’s how:

Assess customers’ options. Weigh your customers’ alternatives if they were to sour on doing business with you. Who are your competitors? What are your rivals’ pros and cons?

If your external customers dial your call center and get poor service, they might choose another company.

Raise the stakes. Work with your staff to set yourselves apart from the competition. Commit to an action plan that differentiates your service from rivals by delivering extra value without extra cost. How? Survey customers and use their input to improve.

Example: Have your employees end every customer contact by asking, “Is there anything else we could do to give you better service?” Collect enough responses and you’ll spot recurring themes—from procedural hassles customers face to long waits on hold.

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