During 2010 we will be taking a close look at all of our customer facing communications and services using the (Moments of Truth) MOT analysis. Much has been written about MOT analysis; a process of improving customer care.Our customers interface with BCT in many different ways, both formally and informally. Although every point of contact is a potential good or bad experience, there are some encounters where we have a critical opportunity to impress or disappoint. These 'moments of truth' can be the first time a customer walks through the door, unpacks their product or picks up the phone, creating a lasting association with Blue Chip Technology.
The nature of this project is far reaching enough to embrace to whole way Blue Chip and its staff go about ensuring it's customers are satisfied. It’s about appreciating that all the good work you do in one area can be lost if you don’t handle a customer MOT well. Over the next few months we’ll be breaking down the customer experience with a full and frank appraisal and putting in place a number of improvement programs. We will be reporting back to you with the results of our program and as always welcome any feedback.