How to use data to get even more satisfied employees and customers
You have nice NPS and CES scores. And yet… do these scores tell you all you need to know? Unfortunately, they don’t. Fact is, customers do not recognize themselves in the customer focus you take so much pride in. This is not surprising if you realize that many customer-centric organizations mainly manage for turnover. And you don’t want this. You want your client to feel truly valued.
Real customer-centric enterprise, that’s what you want. So, what should you do? The great thing is, that you probably already have all you need to find out. That’s right: your data.
Linking data = adding value
Many organizations are simply failing to make good use of their data. Because the information is spread over different departments. Think of your NPS and CES scores. Your CRM and customer data. The information from your employee research. And the value of and for customers.
At SAMR we know that this data will only really have value if you link it. We will clearly show you these links. We call it the Customer Cube. It will tell you exactly in which ‘cube’ your organization can be found.
And you will know the KPIs of the future. You will know exactly how to get your organization moving. Is your employee involvement too low? Is it the customer value? Of is there something wrong with your customer satisfaction? Concrete opportunities for improvement. Within and outside of your company. That’s how you will make a difference for your customer. That’s is how you will achieve your organizational goals.
Download the whitepaper Customer Cube here (in dutch).