As part of our commitment to building client relationships that create successful long-term partnerships, we will celebrate Customer Experience (CX) Day, a global celebration of companies and employees who are dedicated to creating exceptional customer experiences, on Tuesday, October 4, 2022.
Created by the Customer Experience Professionals Association (CXPA), the purpose of CX Day is to recognize companies who put customer experience at the forefront of their business operations and spread awareness about the overall importance of customer service. CX Day is important as our success is directly related to our ability to best understand our client needs and customize solutions to meet those needs.
We are pleased to report that our client disengagement rate has decreased by 16% since we started tracking this metric in 2017, and we increased our Net Promoter Score (NPS) by 6.5% since last year.
We are reinstating our CX Committee to set both employee and customer experience objectives to drive success across our firm. Additionally, we will continue to analyze customer feedback to ensure we are driving change that is most important to our clients.
Based on client feedback and survey results, we have and continue to improve upon the following areas:
1. Knowledge & Problem Solving – These are two areas where we are consistently rated very highly. We plan to expand our training, development, and mentoring programs to further grow our team's proficiency and new team members' education on our service, clientele, and industry
2. Standardization across The Milrose Family of Companies. We established a standard process to manage and track all “to do” items that the PM’s manage. This has ensured that we have transparency on upcoming tasks, tasks are completed on time, no tasks are missed and if a PM is out unexpectedly, a teammate can jump in and assist with their tasks
3. Software solution investments for efficiency, consistency and on time delivery
4. More client check-ins on satisfaction of service by management and sales
5. Improved response time when replying to emails, less dependence on emails and higher focus on utilizing the phone to have conversations with clients
6. Further enhanced our project reporting for clarity on project status and requirements
7. Offering Lunch & Learns again to provide more transparency on the municipal agencies and educate our clients on relevant topics.
8. Created a cross functional working group to identify and improve areas of friction
9. Sharing of positive customer feedback on internal platforms to highlight employees that are going above and beyond
10. Improved our company website to be more intuitive and customer friendlyWe are committed to listening to our employees, clients, community, and industry to further improve our performance to provide consistently high-quality and positive experiences.
To celebrate CX Day 2022, we have lined up internal virtual educational events, an email campaign, and a social media initiative that all aim to promote the importance of fostering excellent customer experiences within our industry.
Below is a special message to our valued clients and colleagues from Milrose Consultants CEO Dominic Maurillo:
Join us in celebrating CX Day 2022 on Tuesday, October 4th by following us on our social media channels:
