How Mbee.M worked for Touring Club Swiss
What did TCS want from the Mbee.M measurement system?
TCS called on Mbee.M to pilot the system to:
- measure and so help manage the internal customer relationship in the same way as the external customer relationship by reference to the six value-based drivers of satisfaction
- organise the sharing of information amongst people at all levels of all the businesses, tailored to their function and place in the hierarchy
- provide everyone with the detailed actionable information they needed on the service that they were responsible for, together with an awareness of the bigger picture from the point of view of both customer and company
- focus on data that lead to action and avoid information overload
The Mbee.M system is designed to do this – the two examples that follow show how.
Quick Links
- TCS Business case
- All you need is love? THE TCS TECHNIQUE
- What TCS needed
- The process to be piloted
- What did TCS want from the Mbee.M measurement system?
- What Mbee.M did for the travel division
- Much the same again for internal customers
- Not just function-related
- 360º view of strategic achievements
- What return on investment has TCS had?
- Overall Conclusions on Mbee.M and TCS
- Mbee.M thanks TCS
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