Customer Life Matters
Today there is a lot of emphasis on how we feel, how we act, and how we think. How we judge and how others judge us are also significant concerns in modern-day society. Brands and businesses can rise or fall based on popular opinion and the emotional, social, and political values of their employees. In our Post-COVID era, success can have less to do with the product quality and more to do with the feeling about the product creator and how it relates to individual customer thoughts and opinions. How businesses interact and react to customers is what matters most.
Relationships Life Matter
Sadly, many companies do not give sincere thought to how we communicate with our customers or how much personal feelings and actions can affect business bottom lines. We sell and we service, but we do not develop meaningful relationships. Companies must consider the tangible consequences of their actions or lack of engagement with whatever the primary issue is for the customer. Companies need to understand how not utilizing that data impacts their customer relationships.
Many businesses struggle with employees who do not listen; management does not apply; departments do not share or collaborate and remember the critical interest of customers as well as they should. Businesses do not think and learn, and that lack of action prevents companies from growing.
How we store that data is fundamental, ask Capital One, what happens when you do not secure customer data correctly! I am sure the Capital One legal department can tell you 80 million ways, the importance of security. Yes, we must secure customer information, but there is more to data life that matters than that. I believe that safety is the first part of customer service.
Data Life Matters
Companies should use the data collected to connect better, service, and interact with customers and stop killing those relationships! How organizations use the collected data can either create an intimate or irate relationship with their customers. How do your customers feel about having to repeat themselves over and over and over again? I know it has happened to me more than once, with companies that have products I love, and I hate spending my precious time on the phone, in chat, or via email saying the same thing to a Level One Rep, then Level Two, and finally a Level Three or Manager. That imperfect process has ended some relationships with organizations with great products for me. I am sure I am not alone. Have you ever thought there has to be a better way? There is. Learn more.
By Marvina Case, TaskSuite