citizens are talking. are we listening? using customer data in your organization presented by:...
TRANSCRIPT
![Page 1: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/1.jpg)
Citizens are talking. Are we listening?
Using customer data in your organization
Presented by: Carlos ThomasChief Deputy Tax Collector
![Page 2: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/2.jpg)
Voice of the Customer Data
• How do you know what is most important to your customer?
• What are your customers telling you?
• Does the data support what your experience tells you?
• Using customer data to manage by fact.
![Page 3: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/3.jpg)
Voice of the Customer Data
“Operation Reduce Wait Time”
![Page 4: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/4.jpg)
Collecting Voice of the Customer Data
Methods of collecting Voice of the Customer data:• Customer Requirements Survey• Customer Satisfaction Survey• Customer Complaints / Dissatisfaction• Benchmarking to Comparable Organizations
![Page 5: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/5.jpg)
Using Data in Strategic Planning
Incorporating Voice of the Customer data into strategic planning
• Setting overall strategic direction relative to customer data• Aligning goals to expectations of your customers• Designing strategic initiatives designed to close performance gaps
![Page 6: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/6.jpg)
Using Data in Strategic Planning
Mission / Vision
Financial Responsibility Exceptional Customer Service
Organizational Excellence
Engaged & Knowledgeable Workforce
![Page 7: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/7.jpg)
Managing Customer Expectations
Holding senior leaders accountable for meeting customer expectations• Monthly Business Review Meetings
• Analyzing current results• Reporting progress on strategic initiatives
• Quarterly / Annual Performance Reviews• Executive Action Register
![Page 8: Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector](https://reader035.vdocuments.site/reader035/viewer/2022062805/5697c0291a28abf838cd778b/html5/thumbnails/8.jpg)
Questions???
Voice of the Customer