It is slowly becoming easier to tie in business analytics with real world value to enhance customer experiences. Technologies support diverse data collection, storage, management, analytics, and delivery. Organizations can identify trends, customer preferences, and customer satisfaction levels by looking at a variety of factors and information sources. Algorithms can be defined to take into account a variety of scenarios and identify outliers. Advanced analytics, big data storage, and the like seem to be the answer to many company challenges that exist in a competitive marketplace where customers can choose similar products and services from multiple providers. If this really is the case, then why does it seem as if many businesses are missing the boat?
Case in point: Although I normally don’t use personal examples, this one jumped out at me. I am in the middle of a move and after an unhappy journey with my telecommunications provider I have decided to use a different provider. About a week after giving notice, I received a lovely letter in the mail inviting me to call their office to see if anything could be done to win me back. Although a very nice gesture, the reality of the situation is that had they evaluated me as a customer over the past several months, they would have realized that I was lost to them before formally cancelling. Therefore, the after the fact letter was just a waste of paper and stamp. If this service provider really cared about keeping me as a customer, they would work towards identifying dissatisfied customers, the reasons they are not happy, and which ones have a potential high customer lifetime value to know which ones to invest in trying to retain. If I fall into that category, then sending a letter after I’ve already cancelled is too little too late.¬†
This situation reminded me of a case study presentation at a conference by a leading North American Bank that was worried about competing with other large financial institutions and their struggle with customer satisfaction ratings. A trend was occurring whereby long term customers with good standing would want to deposit a check and withdraw money automatically without having the bank hold the check. What ended up happening is that there was a higher than average turnover rate with these customers who were looking to other banks to provide them with immediate transactions. In order to maintain high customer ratings, the bank began to analyze what was happening. The results of the analysis were that the customers with large investments in the bank were the ones who decided to leave because they weren’t being serviced the way they wanted, as opposed to a number of customers who complained a lot but didn’t leave. It was found that the customers who stayed didn’t have as much invested with the bank. Consequently, the bank decided to take the risk and provide the long standing, high investing customers with immediate access to their funds because they were low risk. The result was higher satisfaction and less turnover. The lower investing customers would be addressed based on their individual situations, but the main effort was placed on the customers the bank felt would do more business with the bank over time.
These examples are simple and yet highlight the value of information insights. Organizations may struggle with their BI investments, but the reality is that BI can no longer be a separate tool set within the wider organization. Businesses need to understand the fact that they risk losing business and missing opportunities without the insights they require to identify trends and opportunities. Broader access to information is key, and now the market is flooded with solutions that can address the variety of needs that exist. All of which can help align organization goals with higher customer satisfaction.
This post was brought to you by¬†IBM for Midsize Business¬†and opinions are my own. To read more on this topic, visit¬†¬†IBM’s Midsize Insider.¬†Dedicated to providing businesses with expertise, solutions and tools that are specific to small and midsized companies, the Midsize Business program provides businesses with the materials and knowledge they need to become engines of a smarter planet.
Posted August 12, 2014 4:47 PM
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