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BUSINESS TIPS

Your customers can accelerate your operational efŒciency

One way to di†erentiate your business Streamline your processes. Enable your processes using technology.
is by understanding what’s important to It is important to take the time and refl ect Invest in technology to provide an enhanced
your customers. Customer feedback not on how things are being done in the and consistent customer experience.
only allows you to gauge satisfaction, but organization. For example, do your customers prefer

also to reflect on the e ciency of your • Do you have a standardized and receiving email invoices over paper copies?

operations. streamlined process for fulfilling your Focus on continual improvements.

customer orders?
Start with your customer Empower your employees to solve
You need to get continuous feedback • Are your employees well-informed and problems and share their ideas to create
from your customers. Your client feedback fully trained on how to complete each better value for your customers. When you
process could be formal or informal—via task? build a culture of continuous improvement,
emails, surveys, or phone calls. Choose the • Do you have the appropriate tools and you set the stage for future growth by
best way depending on what your client checklists? o†ering better value to your clients

prefers. Remember to gather customer • Do you have the right level of quality It’s not one call and done
feedback at the right time—not too early, checkpoints in your process? Improving your company’s operational
not too late—to be able to have a complete e ciency is a continuous process. Make

picture. Measure what matters.
Start measuring what’s important for your a human connection with your customers
Build a culture of continuous improvement customers. Identify operational metrics or and then start improving your customer

Extend your e†orts to improve customer Key Performance Indicators (KPIs) which experience and your internal processes
experience to all areas in your company. will drive your customer experience. The to give them maximum value. By
You need to continuously improve your KPIs could be for improving your costs or understanding what’s important to your
processes, tools, and your employees’ skills quality of products or services. customers can help you enhance your
to provide a better customer experience. core competency and

Analyze and use the feedback to find out di†erentiate yourself.

what went wrong with a product or service.

BUILDING COMMUNITIES
FOR OVER 24 YEARS

www.meritech.ca | 519-623-1140 | info@meritech.ca

73 Water St. N., Suite 200, Cambridge, ON N1R 7L6
519-621-7260 www.paveylaw.com

Providing clarity in complex situations.

38 Spring 2024 www.cambridgechamber.com