Customer Care Program
Company
Radiometer America
Skills
- Messaging/positioning
- Copywriting
- Graphic design
The Strategic Need
Radiometer America provided extensive support to its customers through a variety of programs and resources. The company faced the challenge of communicating their customer support offerings in a more coherent and programmatic way.
The Creative Solution
I led the US product management team in an exercise to define a comprehensive customer support program by conceptually “packaging up” our existing services. This program became known as Radiometer Customer Care.
We identified three phases of the Customer Care Process—installation, training and integration—along with the support services and personnel provided at each phase.
The brochure articulates Radiometer’s Customer Care Commitment, lays out the Customer Care Process, and describes the make-up and roles of the members of the Customer Care Team. The back page is devoted to remote and ancillary support.
The Radiometer Customer Care brochure became a valued and frequently used tool by the US field sales and service organizations.