COMPLAINT MANAGEMENT
Industry
Retail / Clothing Stores
Client
Leading Multinational Retail Company
Challenge
How can we manage
delivery-related complaints
in the e-commerce channel
after Pandemic effectively?
Methods
Customer Experience Design
Customer Journey Map
Service Blueprint
Business Design
Design Thinking
Ethnographic Research
Analytical Validation
Corporate Empathy
In-Project Workshops
• Kick-off and Alignment Workshop
• Complaint Journey Workshop
Project In A Nutshell
• Led by the Customer Experience Group
• Stakeholders included
- All Business Units,
- E-commerce Unit,
- IT functions,
• Ethnographic Research
- 6 1-to-1 Interviews
- 50+ Call Center Records
• Customer Complaint Scenarios Developed
• Analytical Validation was done via Customer Systems
• Synthesis - How Customer Think
- Insight Cube
- 6 Dimensions
• Customer Journey Design
- Complaint Journey Map with sketch
• Service Blueprint
- 5 steps
- 32 sub-steps from first touch-point to last action.
• Solution Design
- 6 different solution approach developed
- Implementation plan
• quick wins
• long term