Increase Customer Satisfaction. Find out how to increase your customers' satisfaction and ensure business survival.
The need to build the right products (increase customer satisfaction), build the products right and build the products fast and well is a fundamental driver of all modern businesses – but how?
‘Adapt to survive’ has become the mantra for all businesses. The businesses that will survive in today’s globalised, digitised world are those that can increase customer satisfaction. In an era where there is so much noise in the marketplace from new innovative products and services, the companies who can continually increase customer satisfaction will dominate the market. See Apple vs Nokia for example.
Forbes states that 90% of startup businesses fail (source: Forbes).
According to Professor Richard Foster the average lifespan of a company in the S&P 500 index has decreased from 61 years in 1958 to just 18 years today, a run rate that would mean that by 2027, more than three-quarters of the S&P 500 will not exist (source: Life expectancy of companies).
The time of the ‘big bang waterfall’ type deliveries has gone, any business who expects that their customers will wait months or even years for products and services which do not satisfy customers will not survive. This is what we the market is already experiencing as highlighted by Forbes and Professor Foster.
There are many facets to customer satisfaction, and it is driven differently in different markets and different products and services. One tool to analyse customer satisfaction that Radtac uses is the Kano model, which helps us work with clients to ascertain what is driving customer satisfaction.
For an example of how Agile can contribute greatly to customer satisfaction consider the Kano analysis driver of ‘excitement’, these are the features that the customer wasn’t expecting, the features which surprise and delight the customer. The ‘excitement’ factor can be the ‘sizzle in the sausage’ that sells the product.
A key focus of Scaled Agile, Lean, Kanban and DevOps methods is to enable innovative and creative thinking, the learning organisation that has short learning feedback loops and ‘pivots’ when the market requires. Creating the ‘learning culture’ and enabling the ability to be creative and innovative is a fundamental drive in Agile enabled organisations.
However, as with many things setting the appropriate focus on achieving customer satisfaction is a balance with other factors within the business, there is little point having satisfied customers with a product that costs more to produce than the selling price.
Radtac is the only company who specialises in enabling increased customer satisfaction via Scaled Agile, Lean, Kanban and DevOps, and the only company who has the breadth and depth of experience gained since 1998 in many diverse markets and sectors.
We have an integrated set of services that includes training, transformation consultancy, culture change and certified delivery professionals. We are the specialist ‘one-stop shop’ for everything required to transform your organisation’s ability to achieve great customer satisfaction.
Find out more about how Radtac has unlocked the potential of organisations, like yours, to increase customer satisfaction.
Since we were formed in 1998, we have helped numerous private and public sector organisations worldwide to increase customer satisfaction using Scaled Agile, Lean, Kanban and DevOps methods, with a firm focus on value driven prioritisation concentrating scarce resources on the biggest return on investment.
At Radtac we put people and outcomes first and methods second. We believe in rapid evolutionary change at a sustainable pace. We believe in putting the tools of change in your hands and guiding you in the best way to use them. Our goal is helping you achieve your outcomes without a long-term dependency on us.
Find out more about the Radtac Key To Change.