As customers expect more and more from companies they do business with (including freebies), keeping up with and exceeding expectations is no longer optional. With market saturation, fierce competition, an economic depression and COVID-19 complications, operating a business in current times is downright tough. In today’s already customer centric marketplace, making stellar service a top priority is one sure fire way of standing head and shoulders above the crowd. Making that customer care as personalized as possible takes it one step further. Data insights provide the opportunity to identify what’s working and what’s not, and how to deliver timely service. The question is, how do we find these elusive insights?
Whether it’s over the counter transactions or online touchpoints, getting the most out of prospective and current client data begins with having the right system in place for data collection. Defining those markers during a customer journey lays our foundation: From first exposure and contact, to purchase and even returns, your business cannot afford to overlook client experience and satisfaction trends. Here are four powerful ways Business Intelligence (BI) can help keep your customers content, and more importantly, loyal.
1. Predict and prepare for problems before they arise
Predictive analytics is by far one of the most potent technologies in a BI toolbox. Using machine learning and AI, your past and current customer data can be analyzed against numerous external factors to create highly accurate predictions. Think of sales projections, staffing needs, seasonal spikes/dips, supply chain demands, etc. All these areas fundamental to doing business and ensuring customer satisfaction can be forecasted to make sure you’re on top of expectations.
2. Use alerts & notifications for real time decision making
Are customers disappearing for seemingly unknown reasons? Are your salespeople dropping the ball? Unless you’re keeping a bird’s eye view on your CRM and sales systems at all times you’ll likely miss key turning points. By syncing all your customer relations data with a BI solution, you now have the option of setting up near real-time alerts. These can be related to incoming orders, customer reviews, supply chain issues, complaints, and more; you set the parameters. This means responding and taking action on customer needs before it’s too late.
3. Identify high value customers
Certain customers can make or break your business and reputation. Yet identifying those repeat customers or influencers that bring greater value to your efforts isn’t always as simple as it seems. BI analytics and visualization can unearth those high value buyers and alert you to others with similar tendencies. Then redirecting resources towards these individuals or organizations and keeping them sweet is less of a guessing game, and more of a sure bet.
4. BI creates happy employees
By providing the tools to truly understand customer needs, BI also helps create more fulfilled, less-stressed employees. When a customer service representative has data to back up their service, they’re able to react and deliver outstanding results while reducing guesswork. BI software tracks behaviors and tendencies allowing for streamlined management of client tickets and cases. Every customer has a unique experience of course, yet many issues fall into wider brackets which can be identified ahead of time. On hand visualizations built into custom dashboards can provide these insights when employees need them most — now.
Dyntell delivers self-service business intelligence with an emphasis on predictive analytics and customized integration. To discover more and unlock the economic potential of your customer data today, head to Dyntellbi.com