The Postal Service has finished its Customer Experience Vision Activation pilot program at four sorting and delivery centers across the nation.
The S&DCs in Binghamton, NY; Kalamazoo, MI; Oxnard, CA; and Fort Lauderdale, FL, took part in the 90-day pilot.
Managers and supervisors at these facilities met with employees during daily huddles and emphasized the importance of delivering good customer service.
Leaderboards displayed relevant data for each S&DC to encourage employees there to achieve top performer status.
Throughout the 90 days, employees received recognition for their efforts.
The Postal Service developed the Customer Experience Vision Activation program after more than a year of research and conversations with more than 300 employees throughout the organization.
The program focused on providing excellent customer service, whether that means prompt package delivery, reducing the amount of time customers wait in line at Post Offices or offering knowledgeable answers when a customer calls.
“The stronger emotional connection a customer has to an organization, the more likely they are to be loyal and increase their wallet share,” said Wendy Daniels, customer experience and strategy director.
This pilot measured service requests, customer satisfaction and employee availability. The goals are based on tenets of the Delivering of America plan and focus on caring about the customers while empowering employees who are providing service.
“You have to care and have the ability to give customers the service they need. Everyone up the line must buy into this notion,” said Marc McCrery, the Postal Service’s customer experience vice president.
The pilot closed July 21 and the top performer of the program will be announced later.
“We are reviewing what we’ve seen and next steps we want to take because we don’t think this is the end of the vision activation — it’s only the beginning,” Daniels said.
The Customer Experience Blue page has more information, including the Postal Service’s customer experience vision statement.
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