As part of our ongoing commitment to excellence, we recently initiated a Customer Experience Improvement Project aimed at enhancing how we serve our customers. Central to this initiative is new internal signage, designed to streamline internal communication and ultimately benefit our customers.
Improving Customer Experience Through Better Communication
The foundation of a number of recent internal initiatives lies in the feedback we received from our Customer Experience Survey. While the survey provided valuable insights, our primary focus has been on how these insights can be translated into tangible actions that benefit both our customers and the business. We ran a Customer Experience Strategy Workshop after we digested the results of the survey and this helped us develop specific actions, including the implementation of this new signage, designed to enhance communication within the internal teams and between ourselves and our customers.
Purpose of the New Signage
The signage is tailored for each department within IP, and its designed also to re-enforce one of our key goals, which is to “Make it easy for the customer”. By fostering clear and consistent communication amongst the team, we can better meet customer needs, address issues promptly, and deliver high-quality service consistently.
Sign 1: Vision and Delivery
This sign ensures that we’re always focused on meeting delivery deadlines, because we want customers to know that they can rely on us for timely deliveries.
Sign 2: Quality and Standards
By emphasising quality control, we ensure that every product meets our high standards, giving customers confidence in the reliability and consistency of our products.
Sign 3: Order Accuracy and Communication
This sign has been designed to help our team to maintain accuracy and keeps customers informed about their orders, reducing errors and enhancing transparency.
Sign 4: Problem Resolution and Relationship Building
We are keen to encourage proactive problem resolution and relationship building, as indicated on this sign, and we want to make sure that any issues are swiftly addressed and customers feel valued and understood.
Benefits of Improved Communications for Customers
Timely Deliveries
By reinforcing the importance of meeting delivery dates, our customers can expect their orders to arrive on time, supporting their own business schedules and reducing downtime.
High-Quality Products
Emphasising quality control means our customers receive products that meet stringent standards, minimising defects and returns, and enhancing overall satisfaction.
Accurate Orders
Clear communication and order accuracy reduce the likelihood of errors, ensuring that customers receive exactly what they ordered, which streamlines their operations and reduces inconvenience.
Proactive Problem Resolution
Encouraging our team to communicate proactively with customers about any issues ensures that problems are resolved quickly, maintaining trust and satisfaction.
Strong Customer Relationships
Fostering relationship building means our customers enjoy a more personalised experience, with staff who understand their specific needs and preferences, leading to better service and long-term partnerships.
At Industrial Packaging, our mission is to make it easy for the customer. The new internal signage initiative is a key part of our strategy to enhance internal communication and, by extension, improve the customer experience. By focusing on timely deliveries, product quality, order accuracy, and proactive problem resolution, we are better equipped to meet and exceed our customers’ expectations. Our commitment to these principles ensures that we continue to build strong, lasting relationships with our customers, reinforcing our reputation as a reliable and innovative partner in the packaging industry.