Do you drive to the supermarket with the assumption that it is okay not to buy, let’s say, 20% of the items on your shopping list? Alternatively, perhaps you prepare Sunday lunch and feel happy leaving out one or two…
When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.
With data we can understand our customers and build business cases to improve their experience. And that lets us improve revenues and costs along the way.
Overcoming a business case to upgrade products and services can be impossible. But without improvements, you may lose custom. Sometimes simple fixes can be enough to resolve an issue and prevent reoccurrences. So long as you know that is what you are doing.
With everything else going on in a business, customers often fall to the bottom of the pile. It is an understandable outcome, but one that will damage your business. With simple fixes, you can keep customers at the top of everyone's mind and capitalise on the feedback you get from them.