2019 at Greenmill is set to bring the customer experience more into focus than ever before.
2018 was a year for gathering customer feedback from the marketplace for us, with a view to refining the customer experience we deliver. This year we will be putting all that feedback to good use, in furthering our passion for making our customers lives easier…
Over the coming months we’ll be focusing on a number of areas, and undertaking a variety of exercises, with a view to taking the customer experience we provide to the next level.
Some of the things we have been/will be concentrating our efforts on include:
- Mapping customer touchpoints – as a key part of our focus on the customer experience, we will be conducting an exercise involving mapping every single touchpoint we have with our customers, from order right to aftersales support. Our objective being, to ensure we are delivering an entirely consistent and positive experience right across the whole organisation, and to highlight any areas we could be making our customer lives just a little easier, in any way possible.
- Improved systems and processes – Our service promise, In Stock, On Site, On time is at the heart of everything we do at Greenmill. All our internal systems and processes are geared around ensuring we deliver on, and uphold our promise to our customers. From our highly customized/optimized stock control systems, ensuring we fulfil the ‘In Stock’ element of our commitment, to our state-of-the-art routing software making sure your order is ‘On Site, On Time’. Every department has the autonomy to do what they need to, to ensure all endeavours coalesce to support our common objective.
- Boosting our customer experience team – 2018/19 has seen a significant amount of new staff brought on board, bringing fresh momentum to our rapidly growing CX focused team, and showing our commitment to improving the customer experience we deliver, with a view to ultimately making our customer lives easier!
- Improvements to our website, focused on enhancing the user experience – Over the last year, we have focussed on gathering as much feedback as we can from customers on our website, particularly focusing on the UX aspect. Our website team have been working tirelessly to take these constructive pointers on board, and translate them into positive developments to the design. This year we will be rolling out a program of incremental improvements, to fine-tune our online ordering platform for optimum usability!
- Focus on communicating the vision throughout the company – This year as seen a concerted drive to ensure the company vision is disseminated throughout the organisation, with a re-launch earlier in the month to all employees, to elucidate the vision as clearly as possible, and ensure alignment from all departments…
These are just a few examples of some tangible things we’ve done with a view to further enhancing the customer experience we deliver. Keep any eye out for a host more in the coming months, we’ll keep you up to date if you’re interested.
Not yet experience our service yet? Get in contact with a member of the team today to set up and account and get ordering! We’d love to hear from you…
