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The Postal Service implemented its New Improvements to the Customer Experience (NICE) initiative to tackle “points of pain” that can be roadblocks to maintaining customer loyalty and growing new business. NICE seeks input from across the organization to make changes not because they meet Postal Service needs, but because they meet customer needs.
Employees are encouraged to listen to customers as they explain what makes using the Postal Service difficult, such as bureaucratic forms and language, inefficient processes, and outdated or burdensome requirements. Employees then submit these concerns along with their ideas for change, and the NICE team works with the appropriate functional area to see how the change can be made. Implemented solutions are widely publicized across the organization.
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