We’ve all been there. “An awful lot of people are calling about this trap.” The rest of the organisation responds to your frustration with an offhand “How many is a lot?”
But think about it:
What decides what is a lot? Is “a lot” bad (it may be a lot of contacts which could be income for the company via sales)?
The truth is that most of the information that you may gather about your customers’ contacts won’t tell you very much until it is related to something else. Putting the data that you gather via client service with other data that your company collects about your customers can enable you to start delivering knowledge to the rest of the company that not only sheds light on your challenges in client service but also the challenges facing the company as a whole.
What information do you present and how?
Everyone knows that it is easy to give a misleading picture with statistics. So it’s important for you to present what you’ve learnt in a way that’s easy to take in. Illustrating your statistics, for example with actual monetary amounts, gives them life and stimulates awareness in the receiver.
Which management group wouldn’t want to know the following, for example:
- List of top factors driving costs at the company (and the causes and departments that lie behind them)?
- What inspires loyalty?
- Which customer contacts actually increase the company’s sales?
- Which contacts can be avoided, and how?
And, with knowledge of the above:
- Create an effective commission system that benefits the company and generates higher employee satisfaction
- Finance improvement projects
- Deliver feedback to the sales organisation to cut down returns and cancellations
- Deliver feedback to the marketing department on how campaigns are received
- Increase the number of loyal customers and extend the life of customer relationships
We know that your client service data has huge potential power if used in the right way. Make sure you identify the forum where it can be presented to the people with the mandate to change things. We hope that 2017 is the year when even more client service managers get to join the management groups!
We hear “Big Data” and “BI tools” at nearly all our customers. The data is there, really is there, but it’s what you DO with the information that makes a difference. Talk to one of our talented consultants to find out how they have created value at companies by making smart use of data. How many is a lot? – a few thoughts on customer case analysis and big data!