Project Outline - Customer Engagement Model

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This was a project around the actual customer engagement. 

The issue being addressed was that of a fairly "ugly reputation" for service quality. The client was given my name based on some marketing work I'd done for a local lawyer. The lawyer told the client I was technically savvy and a marketing type who could look at what they were doing and make recommendations.

The client didn't have a "customer engagement" problem. What they actually had was a "network performance problem" that manifested itself as a constantly timing out network. When service people tried to address the problem there was no problem to find, so customer would blame the customer service people for not fixing the problem.

Diagnosing the network performance issue was the real fix.


Copyright Mike Wardley, 2011