We invite you to review and share our HOLIDAYS DEAL for ISO!
We all know that retaining loyal, happy customers is the key to any successful business, but the fickle consumer world is not always easy to please.
Intuitively, everyone in business knows that delivering a great customer experience is important. Conversely, the consequences of delivering a bad experience are well documented. Studies show that 82% of people have stopped doing business with a company due to a bad experience. And 95% have taken some action as a result of a bad experience, including the nearly 80% of unhappy customers who tell others about their experience.
Yet even in the face of this knowledge, many companies still haven’t made transforming their customer service and improving their customers’ experiences a top priority.
From handling complaints to service with a smile, taking care of customers is a science in itself and one not to be taken lightly as it can have a dramatic effect on both staff morale and the bottom line. Studies abound that show that those companies that perform well in customer experience have higher revenues and returns on investments. Not to mention that most customers don’t go back to a company if they have a bad experience.
ISO certifications requires that the company periodically audits its processes, but now; auditing the results of Customer Experience is also becoming part of the process. Regular process audits and as-needed audits, when done correctly, provide the objective feedback needed to correct any deviations and keep the company focused on its goals. In fact, ISO standards aren’t more than guidelines built based on worldwide best practices that when implemented by conviction and as tools to implement customers and employee experience, can become powerful weapons in the competitive market where we all operate. When implementing ISO as a value-added tool that will provide a competitive advantage, these are some of the benefits we can obtain:
1. Meet customer requirements.
2. Increase customer satisfaction with our products.
3. Get more revenue and business from new customers.
4. Develop a professional culture and better employee morale.
5. Improve company and product quality.
6. Describe, understand and communicate our company processes.
7. Improve the consistency of our operations.
8. Better alignment between management and employees.
9. Improve efficiency, reduce waste and save money.
10. Achieve international recognition.
It’s not just about obtaining the certification but developing the capabilities to deliver an exceptional customer and employee experience.
WHERE TO BEGIN?
Although there are multiple ISO certifications, one of the benefits of the new ISO High-Level Structure is that it allows us to begin with the standard that will relieve our pain the most or that will help us to achieve and fulfill our business objectives. For example, if we are a manufacturing company, maybe starting with ISO 9001 is a good idea. However, if in the manufacturing process we deal with some materials that might impact or harm the environment, maybe implement ISO 14001 is a good idea too. But if we also care about employees and by law (which is the requirement in many countries) we need to deal with health and safety, ISO 45001 is a must. If we are a laboratory, certainly ISO 17025 is an asset. But if we are a financial institution or an organization that handles information where confidentiality, integrity, and availability are a priority; ISO 27001 is the best option.
Everything depends on what we deliver to our customers and on the business processes we have in place to create that delivery, and hopefully; a value-added delivery.
The good thing about the High-Level Structure is that it also allows us to have a common framework that is applicable to multiple standards, in other words; the work we have to do when implementing one standard can be re-utilized or is applicable to other standards as well.
If we have implemented several standards in our organizations, it is important to align them all with the high-level structure. This will save us time and money.
We’re here to help! We’ll help you find what really matters!
We invite you to review and share our HOLIDAYS DEAL for ISO!
