Transformational Action Plan

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My research this week focuses on the importance of transformational measurement and implementing action plans to enhance business practices, (Spitzer, 2007). Being able to successfully interact with customers is essential to all businesses. In order to successfully engage with customers, businesses must provide positive customer interaction at all levels within the organization, (Spitzer, 2007). Interaction with customers provides an excellent opportunity for the organization to demonstrate its value and commitment to service, (Spitzer, 2007). Customer experience is a more defining application of measure in comparison to surveys based on satisfaction, (Spitzer, 2007). Experience can be evaluated at the time of the occurrence versus a follow-up …show more content…
Customer experience is critical to the success of any organization, (Spitzer, 2007). It is important that organizations view all levels of customer engagement. This transaction between employees and customers should be viewed as a valuable opportunity to build a lasting relationship. According to the author, customer experience can provide a more meaningful aspect of measurement versus the standard customer satisfaction surveys, (Spitzer, 2007). A method of measurement which is applicable to this assessment process is customer driven surveys, (Spitzer, 2007). These surveys are based on experiences that are happening now versus recalling events of the past, therefore interaction is being rated at the time of occurrence, (Spitzer, 2007). How organizations interact with their customers establishes the initial bond that builds on business sustainability, (Spitzer, 2007). Based on the Gallup survey, customers are asked to rate the relational interaction, (Spitzer, 2007). This rating scale is based on the bond that is established between the customer and the business. If the customer have developed an emotional bond the survey will capture this through immediate feedback, noted as strongly agree or disagree, (Spitzer, 2007). Customer interaction is the key to developing this bond, …show more content…
Agility in business relates to being able transition quickly in a productive, yet flexible manner. An organization that is agile will be able to make quick changes in technology and business practices to remain competitive, (Spitzer, 2007). Organizations that possess this skill, can easily adapt to ongoing changes in the economy by adjusting direction and reestablishing their stronghold, (Spitzer, 2007). Agility is truly a valuable asset for organizational strength and perseverance, (Spitzer, 2007). The author has provided an agility questionnaire to define areas within an organization that meet the criteria of an agile organization, (Spitzer,

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