As the ball drops this New Year’s, don’t drop it again with customers in 2012

/, customer analytics, Knuggets and Knuckleheads/As the ball drops this New Year’s, don’t drop it again with customers in 2012

As the ball drops this New Year’s, don’t drop it again with customers in 2012

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Analyze the customer data you have to be a better leader in the new year.Tis the time of year when we’re all making resolutions both personally and professionally.  This year, pledge to halt the risk to your organization by not effectively analyzing customer feedback and conversations.  Your path is unclear and even treacherous without this necessary business intelligence.  If you are not able to prove how these customer analytics have resulted in changes to your products or service strategy in 2011, then you dropped the ball last year.  Don’t do it again in 2012. You just might not have the opportunity again in 2013.

Did you realize you have all of the raw data needed, so make the resolution to transform it correctly to be a better leader in 2012.  Categorize and analyze the customer sentiment and proactively push the information through your organization and out to customers via the call center and social media.  Be an assertive executive of positive sentiment and not a reactionary slave.

How would you leverage these customer comments?

“I’m glad that the agent knew how to help me finish putting this together.  It’s not possible to do when one of the steps is missing from the assembly instructions.  I wanted to throw it out the window but my wife wanted me to take it back to the store.  I’m glad that I called.”

“The chair legs of my new chair are all wobbly.  I keep screwing them in but they won’t fix in.  When I checked the reviews online after my purchase they all said the same thing about the chair legs.  If you know the legs won’t fix to the chair why do you keep selling the same faulty chair?”

“I’m glad you brought back this denim style.  I absolutely love these jeans and when you discontinued them I was so upset!  Thank you!”

“When you leave items off my order and I’m not alerted about the omissions it’s really upsetting.  I get an incomplete order which prompts a phone call and causes a huge hassle for me.  Why not send me an email about the products being discontinued?  I gave you my email address when I ordered.”

Happy Tuesday!

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University’s Center for Customer-Driven Quality.

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  • “make the resolution to transform it correctly”

    Easier said than done I’m afraid. Sometimes we have so much data we lose the forest for the trees. It’s hard to focus on the details and still see the big picture but that’s exactly what we have to do to improve the customer experience.