Today, customer experience is the primary product differentiator. Therefore, measuring customer satisfaction is crucial to strategy.
Previously, the vital feature was what set one product or service apart from another. Now, as markets become increasingly competitive, businesses have to deliver a high level of customer service to stand out from the crowd. Therefore, the foundation of a successful business is positive customer experience. In light of this, it is important to understand how profoundly data influences a customer’s interaction with a business’s product or service. As such, the key to improved customer service is leveraging data to foster meaningful connections. Below, we discuss three examples of industry leaders that are measuring customer satisfaction through advanced analytics.
1. Southwest Airlines’ speech analytics
American aviation company Southwest Airlines have consistently driven innovation through data. As a result, the airline has an excellent customer service reputation, which they are continually improving. For instance, Southwest has developed a KPI dashboard to inform employees of company goals and ambitions. Powered by big data, this dashboard empowers staff to strive toward targets. Furthermore, Southwest have rolled out advanced speech analytics tools to better understand customer interactions. Through this information, Southwest can monitor and improve individual encounters. Moreover, Southwest’s ambition to deliver personalized service does not stop there: the company has been mining social media analytics to deliver customized offers. This strategy boosted conversion rates as well as customer satisfaction.
2. How BMW use big data to monitor its production line
As well as aiding frontline customer service, big data can improve operations behind the scenes. For example, the BMW Group utilizes big data from their manufacturing outlets to identify inconsistencies in their production line. To illustrate, BMW’s prototype vehicles generate an average of 15,000 data points through every mechanical operation. By analyzing data produced through mechanical processes, BMW can identify faults before the car goes to the full production cycle.. These data hold powerful insights into vehicle performance, which impacts customer satisfaction.
3. How Hertz are measuring customer satisfaction to adjust staffing
Hertz is one of the largest car rental operations in the world. With branches in over 140 countries, Hertz has access to a vast amount of information about customer experience. Furthermore, this enormous customer base interacts with Hertz across numerous platforms. From emails, text messages, call centers and online services, Hertz has the ability to gather a wealth of customer insights. Through this detailed understanding, the company is useing big data to enhance interactions between customers and staff. For example, Hertz use big data to adjust staffing levels in their branches. By identifying peak hours, Hertz seeks to ensure a manager is always present during busy hours, so, customer queries and complaints can be resolved quickly and smoothly.
Big data holds the key to a whole host of advanced business capabilities. To drive customer loyalty, companies are measuring customer satisfaction by leveraging big data. After all, loyal customers are profitable customers, as it takes far fewer resources to retain customers than attract new ones. More often than not, all the data are at a company’s fingertips – they just need to invest in the tools to capture and utilize it.
