It is a success to discover patterns, just as it is remarkable to grow our business thanks to excellent customer management .
Most things in life are not linear, we are usually going through a maze. Think of the advances that have been made in biology, psychology, physics and other sciences, our wisdom comes from realizing that “Y” follows “X”, that “A” is connected to “B” and that when “C” and “D” combine a certain reaction occurs.
In the future, customer management excellence will be led by companies that identify patterns and use those insights to “break through” the rules.
When I tell my mechanic that my car's dashboard is indicating a problem, he inspects it, checking to see what's worn, disconnected, or needs adjustment. His explanation is spot on - wire "X" hit hose "Y" which wore out and caused hose "Z" to come loose. There's no way I could have known that just by looking at my dashboard.
Take the time to identify patterns and you will find truly brilliant kenya phone number options and solutions. In customer experience, there are patterns of data, people, processes and many more that can help us.
Data patterns for customer management
Data obtained naturally is a great discovery, especially when it explains what customers want. The market grows when customer expectations are met.
All customer feedback, no matter where it comes from, is an important source for pattern analysis. Beyond the weight of words and the quantification of sentiments, feedback, perception, behavior, and operational incidents can be the most powerful combination for achieving customer satisfaction .
Segmentation is recommended to better understand customers. The way our team performs will also help us meet their expectations.
Charts give us context, how we are doing compared to previous periods and what the expected trajectory is. Most of the time percentages are more convincing than averages.
Through different charts we can identify trends and explain related events and patterns, and find out if there is a time lapse between one trend pattern and another. You can enrich your database and find important connections by linking different sources of information, both internal (operational data, employee perceptions, costs and revenues) and external (perception and/or behaviour data, competitor actions, etc.).
Cross-tabulations can show groups of customers with unique characteristics, which can lead to new discoveries. Relationships can go beyond identifying drivers of customer loyalty; when two things are closely related it is important for managers to be aware of this.
Customer value is a powerful way to drive us to action. When we as managers realize that part of future revenue is at stake waiting for us to take certain actions, it becomes very clear what we need to do to successfully manage customers.
It can take years to perfect customer lifetime value calculations, but most companies start with the revenue accumulated over the estimated duration of the customer's relationship with the company.