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MIS5102: Process Improvement and Innovation

Just another Master of Science – Digital Innovation in Marketing site

Fox School of Business

Being Agile for Customers

July 24, 2018 By Heather Sharples 3 Comments

Working on the front lines with our customers, whether they are a big wholesaler such as McKesson or a Healthcare Provider, you hear it all the time….”Why can’t your website do this?”  Day in and day out we hear from our customers on their experiences with our ecommerce sites and we take their feedback seriously.  There are many channels that our customers can voice those concerns, whether its to their reps, customer service or through our surveys.  Our ecommerce management team takes that feedback and decides what updates can be implemented in the next release.  We have multiple releases each year, which allow us to deliver results quickly and efficiently.  Being able to collaborate with key stakeholders from start to finish, with input from customers, allows us to mitigate risk of not meeting deliverables or the best output.  It goes beyond updating our websites, it can be updating a policy or process, whether it’s in the order to cash process, contracting or even payer relations.  Our ability to be agile, whether it’s process or product based, makes us successful in exceeding the customer experience.  The below article provides even more reasons to be agile.

https://www.leadingagile.com/2011/01/the-12-key-reasons-companies-adopt-agile/

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Reader Interactions

Comments

  1. Shameika Ejiasi says

    July 25, 2018 at 12:00 am

    I think it’s very important to be agile for customers. Constant updates, changes, and improvements to the back-end and front-end of websites, applications and merchandise is vital when keeping customers happy! Thanks for sharing.

    Reply
  2. Melissa Newman says

    July 29, 2018 at 6:30 pm

    Great post Heather! I agree beign agile in how you implement customer feedback is great, but I think how you convey those changes is even important. I feel like we can be quick to implement a solution, but not think of the reprecussions of what that change will mean for the overall user experience. Thats something that I think should always go hand and hand!

    Reply
  3. sohbet says

    April 4, 2020 at 11:41 am

    sohbet sitelerine bağlanıp ücretsiz olarak chat yapabileceğiniz harika bir web sitesi sizleri bekliyor burada online kullanıcılar ile tanışmaya ne dersiniz? Arayışınız sohbet odaları ise hemen bağlanın ve ayrıca okey odalarında hem sohbet edip hemde okey oynayabilirsiniz.

    Reply

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