|
Home > News Extra> Retail
Workshops focus on right first time
Wednesday October 15th 2008. Posted: 09:00
Teams working on Retail's most important strategic proposition development projects this year have been discussing how to measure the customer experience and get it right first time.
A six-week series of workshops and calls focusing on 14 key projects took place from August to September, following a conference call in July where BT Retail chief executive Gavin Patterson stressed the importance of the concept to market (C2M) process. He said: "The C2M process will help us improve the overall quality of our products and ensure we launch with a great customer experience." BT Design business improvement consultant Chris Pollard led the right first time workshops with BT Retail transformation manager Tim Lippett, who works for BT Retail transformation programme director Mark Chamberlain. Mark said: "We need to keep a sharp focus on our key strategic projects and make sure we get the customer experience right from the outset. Our customers are counting on us to get it right first time." One of the workshops was about BT Tradespace, the online community that brings small businesses and individual sellers together with potential customers to do business. BT Retail's general manager, BT Tradespace Ivan Croxford said: "The team had an excellent discussion about how to measure the performance and benefits of the online service we provide. We are passionate about evolving new functionality and features which help our customers' businesses to thrive." BT Design’s 21st century customer experience team will continue to work closely with BT Retail to help embed key C2M principles into the proposition development process and report on progress. These principles include customer involvement throughout, simplicity through re-use, improved end to end testing, real-time service activation, online ordering, payment and service configuration.
| 
Last updated:
14:55