“Our mission will be accomplished once every organization adopts customer experience, instead of profit, as its driving force.”Zanna van der Aa, initiator of customer signals management.
Innovative concepts which move the entire sector one giant step forward in terms of customer experience. For all social services departments in the Netherlands, for example. Or for all hospitals. There lies the ambition. The task of KSM Factory together with Muzus.
Muzus is specialized in service design: a method derived from the industrial design field, which translates product design into the world of services. The principle behind service design is that you truly understand the human context (context mapping as developed by dr. Froukje Sleeswijk Visser). Another commonly used term is “human centered design”. Innovative concepts can only be created once you understand the context and motivation.
The KSM Factory ambition is to play a major role in establishing a more customer-centric world. Our mission will be accomplished once every organization adopts customer experience as its driving force, instead of profit. We continually provide proof that this is a realistic mission, by rendering customer experience truly measurable. Both by raising customer satisfaction and reducing costs.
We are a franchise organization, in which advisers use the customer signals management method as their basis. Each has their own specialist subject, but we share the KSM Factory ambition and connect in a mutual modus operandi.