What is Kanban?
Kanban is a tool used to visualize, arrange, and finish work. It helps in the visual control of the whole process. It is a way through which a company’s process becomes transparent to its employees. Few perfect examples of Kanban are global shipping organizations like FedEx, USPS etc.
Simple improvements can lead to tremendous customer satisfaction and help retain customers. Things as simple as tagging a sandwich bag with initials so that the customer can see where exactly their order is, is enough to pull the consumer out of frustration. It adds a sense of control to the process which in turn makes the customer more patiently involved.
The following methods help in implementing a customer Kanban:
1.Lay out processes from the customer’s perspective:
The first step that needs to be taken is to present every action that is expected from a customer to take. Sometimes technical details take over customer’s satisfaction and experience. When the ideas that help in meeting customers’ expectations are tabled, Kanban helps in visual control of the process not letting us become too ambitious.
2.Consider what information should be conveyed at each step:
The second step is to determine what is significant and relevant for the customer at each step of the process.
3.Create systems to deliver that information transparently:
The last step is to organize the people and tools required for an effective communication reading the crucial information. Communication with the customer is of great importance and no crucial information must be kept secret.
The implementation of Kanban can spur incredible and long-term results. A visual control of the process through Kanban leads to better service provided to the customer, which helps the business grow.
Incremental improvements are not rocket science which take up a lot of brain energy. But the long term effects of easing the customer’s distress and anxiety leads to great results.
See full story on forbes.com