{"id":7803,"date":"2025-04-09T18:42:58","date_gmt":"2025-04-09T18:42:58","guid":{"rendered":"https:\/\/www.clockwork.com\/?post_type=work&#038;p=7803"},"modified":"2025-04-09T19:54:47","modified_gmt":"2025-04-09T19:54:47","slug":"customer-satisfaction-strategy-manufacturer","status":"publish","type":"work","link":"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/","title":{"rendered":"Fortune 500 Manufacturer"},"content":{"rendered":"\n<div class=\"work-post-banner\">\n    <div class=\"top-banner\"  style=\"background-color: #161616;\" >\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-1\">\n\n          \n                      <p>Comprehensive research to reveal a strategy for improving customer experience and satisfaction with online ordering.<\/p>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n  <div class=\"client-info\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <div class=\"banner-box-content\"  style=\"background-color: #0639a6\" >\n              <ul>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Client<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Fortune 500 Manufacturer*<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Project Type<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Customer Experience, Journey Mapping<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Industry<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Manufacturing<\/p>\n                    <\/li>\n                                      <p  style=\"color:#ffffff\" >*NDAs are important<\/p>\n                    <\/li>\n                              <\/ul>\n\n\n            <\/div>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"client-banner-img wow fadeInUp\">\n            \n              <img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_hor_image_2.webp\" alt=\"A person in a blue polo shirt works on a laptop placed on a wooden counter in a warehouse. Shelves stocked with boxes are visible in the background, along with a digital scale nearby.\" role=\"img\">\n                      <\/div>\n                  <\/div>\n\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"singlepost-bannerin\">\n    <div class=\"new-container\">\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>The challenge<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <h4>Coordinate internal alignment to enhance the customer experience while maximizing customer participation in crucial research.<\/h4>\n          \n                      <p>The Fortune 500 Manufacturer\u2019s customers faced challenges in online ordering and inconsistency when working with different business units. The company needed to understand the full scope of what was happening online and across the business to deploy targeted solutions backed by internal support.<\/p>\n                  <\/div>\n      <\/div>\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>What we did<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Performed discovery by auditing the customer experience process, conducting interviews to understand customer satisfaction opportunities, and analyzing customer journeys to identify the pain points<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provided a survey option to customers and leveraged existing client research to gain robust insights<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collaborated with client teams to gain alignment and buy-in from stakeholders<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Delivered service blueprints and recommendations for a more unified customer experience across all business units<\/span><\/li>\n<\/ul>\n                  <\/div>\n      <\/div>\n\n\n      \n\n    <\/div>\n\n  <\/div>\n\n\n    <div class=\"image-grid wow fadeInUp\">\n      <div class=\"new-container\">\n\n        \n                        <div class=\"flex-wrapper wrap \">\n\n                                  <div class=\"flex-7\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_vert_image_1.webp\" alt=\"A person wearing a red sweater and rings types on a laptop. The screen displays a customer journey flowchart with blue arrows and text, under a section labeled Status. The background shows a window with soft natural light.\" role=\"img\"><\/div>\n                                \n            <\/div>\n        \n\n                    <div class=\"flex-wrapper wrap flex-end\">\n\n                                  <div class=\"flex-7\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/hbf-customer-satisfaction-journey-vert-2.webp\" alt=\"Customer satisfaction and journey flowchart showing ERP-Connected and E-commerce ordering processes with color-coded sections: Business-as-Usual, Pre-Order, Place Order, Prepare Order, and Deliver Order. Includes detailed steps and decision points in a horizontal layout.\" role=\"img\"><\/div>\n                                \n\n            <\/div>\n        \n\n      <\/div>\n    <\/div>\n\n\n\n  <div class=\"singlepost-bannerin outcomes-image-grid wow fadeInUp\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>Outcomes<\/h3>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"flex-wrapper wrap\">\n            <div class=\"flex-2\">                <div class=\"outcomes-subtitle\"><p>\u2022 Reduced internal complexity<\/p>\n<\/div>\n            <\/div><div class=\"flex-2\">                <div class=\"outcomes-subtitle\"><p>\u2022 Streamlined communications<\/p>\n<\/div>\n            <\/div><div class=\"flex-2\">                <div class=\"outcomes-subtitle\"><p>\u2022 Empowered teams with more precise roles and responsibilities<\/p>\n<\/div>\n            <\/div><div class=\"flex-2\">                <div class=\"outcomes-subtitle\"><p>\u2022 Improved customer experience at all touchpoints<\/p>\n<\/div>\n            <\/div>          <\/div>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n\n<div class=\"key-services\">\n  <div class=\"new-container\">\n    <div class=\"flex-wrapper wrap\">\n              <div class=\"flex-3\">\n          <h3>How we did it<\/h3>\n        <\/div>\n            <div class=\"flex-7\">        <ul>\n                        <li><a tabindex=\"0\" href=\"https:\/\/www.clockwork.com\/services\/strategy-innovation-change-enablement\/\" target=\"_self\" aria-label=\"Click this link for Strategy, Innovation, &amp; Change detail page\" style=\"border-bottom: 1px solid #0639a6; border-top: 1px solid #0639a6; \"><div class=\"key-hover\" style=\"background-color: #0639a6 \"><\/div>Strategy, Innovation, &amp; Change<\/a><\/li>\n                    <\/ul> <\/div>    <\/div>\n  <\/div>\n<\/div>\n\n<div class=\"image-slider-carousel\">\n  <div class=\"new-container\">\n    <div class=\"flex-wrapper wrap\">\n                    <div class=\"slide-img flex-1\"> <img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/hbf-hor-curved.webp\" alt=\"A laptop on a white table displays a colorful customer experience and customer satisfaction flowchart with labels and boxes. The background is blurred, showing a wall covered in multicolored sticky notes.\" role=\"img\"><\/div>\n                      \n          <\/div>\n  <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Comprehensive research to reveal a strategy for improving customer experience and satisfaction with online ordering.<\/p>\n","protected":false},"author":24,"featured_media":7808,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"work-categories":[46,43],"work-tags":[277,276,109,283],"coauthors":[73],"class_list":["post-7803","work","type-work","status-publish","format-standard","has-post-thumbnail","hentry","work-category-manufacturing","work-category-strategy-innovation","work-tag-customer-experience","work-tag-customer-journey","work-tag-manufacturing","work-tag-service-blueprint"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.2 (Yoast SEO v25.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Satisfaction Strategy for a Fortune 500 Manufacturer<\/title>\n<meta name=\"description\" content=\"We revealed a strategy to improve customer satisfaction with online ordering via user research, journey mapping, and service blueprints.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Satisfaction Strategy for a Fortune 500 Manufacturer \u2014 Our Work\" \/>\n<meta property=\"og:description\" content=\"We revealed a strategy to improve customer satisfaction with online ordering via user research, journey mapping, and service blueprints.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/\" \/>\n<meta property=\"og:site_name\" content=\"Clockwork\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/clockworkactivemedia\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-09T19:54:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_hor_image_2.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Fortune 500 Manufacturer - Clockwork\" \/>\n<meta name=\"twitter:site\" content=\"@Clockwork_Tweet\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/\",\"url\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/\",\"name\":\"Customer Satisfaction Strategy for a Fortune 500 Manufacturer\",\"isPartOf\":{\"@id\":\"https:\/\/www.clockwork.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_hor_image_2.webp\",\"datePublished\":\"2025-04-09T18:42:58+00:00\",\"dateModified\":\"2025-04-09T19:54:47+00:00\",\"description\":\"We revealed a strategy to improve customer satisfaction with online ordering via user research, journey mapping, and service blueprints.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.clockwork.com\/work\/customer-satisfaction-strategy-manufacturer\/#primaryimage\",\"url\":\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_hor_image_2.webp\",\"contentUrl\":\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/04\/HBF_hor_image_2.webp\",\"width\":1920,\"height\":1080,\"caption\":\"A person in a blue polo shirt works on a laptop placed on a wooden counter in a warehouse. 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