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


Share on LinkedIn

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!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here