One of the great things we can say we have done as a company is apply understanding of what works for one customer to another – helping customers to improve customer experience by having the right data, communicated in the right way.
For example, from our utilities and logistics customers, we know that to deliver an item or provide a service, a time and place will be agreed, an address confirmed, additional details about the delivery location or service issue are requested. This sound simple – but this was just not being done, extensively or well enough to positively impact the customer experience and improve business processes.
Using data to easily improve customer experience?
Here’s an good example from a utility company. Ask customers what type of meter they have, check/reconfirm what type of meter it is; so that when field workers arrive the right information and technology is to hand (there’s loads of different types of legacy meters).
With good planning, data can be gathered in advance that allows companies to get better acquainted with their customers, their locations, their property details. The result is much happier customers, who have seen you turn up when promised, with the right gear to do the right job. And customer feedback will take a turn for the best too with, increases completed surveys and service ratings. Everyone is a winner
Data, data and more customer data
This ability to collect more and more customer data and add it to existing data, already known, allows better management of the delivery or service delivery process and customer experience. The benefits of keeping customers updated on delivery or service provider arrivals by sending alerts for example, when the delivery is ten minutes out, is far better than being told a delivery time of ‘between 8am and 5pm’.
The world of deliveries is currently in a state of rapid evolution, as the power of information is applied to co-ordination and communication between logistics specialist and customer. For instance, the beauty of the Hailo taxi app is that it connects a location (which can be fluid and dynamic) with the van’s location (which is by definition fluid and dynamic) and matches these sources of information to create a better type of service.
Everyone’s a winner
When you think about it, a significant portion of many business problems resides in the domain of information – what we know about this context and how well we can act on that information. By having the right data, communicated the right way, better customer service, improved business processes and customer experience can be delivered, it turns out.
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What Will Omni-Channel Customer Experience Look Like In Practice?
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