MAPPING COMMUNICATION FLOW

NSI quantified, diagnosed, and improved communications for a voice of the customer team within a a major entertainment company enabling rapid response to customer issues, problems, and brand performance concerns.

Voice of the Customer Program

A global customer service organization implemented a voice of the customer program to help utilize valuable information gleaned from customer service contacts to help identify, prioritize, and escalate emerging problems with pricing, products, and delivery of services.

However, while communication channels evolved organically, it was unclear how to optimize or replicate the process. In addition, the system worked mostly because of personal relationships, which would not necessarily transfer to new or additional staff once key members advanced to new positions.

Utilizing social network and other business analytics techniques, NSI successfully mapped, diagnosed, and help to streamline the entire process, as well providing a clear roadmap of the informal network to assist with new or expanded usage of the overall program.