Towards a frictionless customer experience for Dutch entrepreneurs
How are we going to be customer-centric, at the time of COVID-19, and what do we need to do to properly bring our colleagues into this?
Solution
We started this assignment by establishing a multidisciplinary team of CX professionals. Together we brought in the perspective of Dutch entrepreneurs (customers of RVO) through qualitative and quantitative research. Findings were shared with colleagues in different communication channels and in direct customer contact. To improve daily, we then developed an agile working method. Central to this is Customer Journey Mapping. Thus, we continuously discover customer needs, (re)design services and implement improvements.
"These days I hear managers asking their teams, 'Where in the customer journey do we see this reflected?' So the methods developed and their effects are really being made their own. Of course, I can always do more, but I am enormously proud of this beginning."
Robert Vels - Lead Service Improvement Teams RVO
About RVO
The Rijksdienst voor Ondernemend Nederland provides information, advice and funding. RVO is an agency of the Dutch Ministry of Economic Affairs and Climate and Ministry of Agriculture, Nature and Food Quality.
Start your success story
Have you been inspired by the story of RVO? And do you want to grow your business? Please contact Nikkie de Bruijn.
The results
Three improvement teams introduced
Continuous improvement for customers through established practices and governance
Several improvements implemented
Increased customer satisfaction among entrepreneurs
Reduced turnaround times for improvements and larger projects
Themes for this transformation
Continuous improvement based on agile working
Digital analytics
Introduce CX methodologies (e.g.: Design Thinking, Customer Journey Mapping and UX surveys)
