Turning customer intelligence into action and change is the number one challenge for most customer experience professionals. It involves moving beyond simply gathering insights and delivering reports, and it requires that customer intelligence be viewed as essential information that is easily accessible and embedded into systems to ensure action takes place and desired change occurs.
World-class action and change occur when:
- Plans are in place to drive action and achieve results.
- Models are in place to prompt action for all customers (not just those who respond to a survey).
- Action in business segments drives process improvement, cost savings and improved customer experiences.
- Customers receive individual communications and corporate messages reinforcing the organization’s commitment to customers.