Integrate your people data, apply the insights to transform your business decisions and people behaviours

Customer retention is the new battleground for businesses due to ‘attention’ being the most valued commodity where people are distracted on average every three minutes.

This poses a minefield of issues as distracted people are less likely to provide customers with the service and experience they expect which causes customers to feel negative – meaning the ‘risk of them reacting and dumping you as a supplier increases by a staggering 80%.

This problem can be virtually eradicated if businesses integrate their customer expectation data with their employee execution data, interpret and apply the insights to how people execute their day to day work.

The new skills for managers in a world awash with data is speed of accurately interpreting insights; confidently making sound execution decisions to direct their customer interface teams to facilitate a seamless holistic experience for customers, regardless of the business unit they are dealing with.

Data interpretation, insight development and measurable action

Integrate customer expectation and customer ‘culture’ data

Integrating your  customer data with employee execution data and conducting a gap analysis shows you instantly if your people are missing the mark.

The data is cut by business unit to identify immediate risks from ‘silo’s’ which are the single biggest cause of customer defections, sales staff are great, service support is terrible. 

Develop action plans and apply across all business units

Once the insights from this gap analysis are applied to your people execution the risk of customer defection is virtually eradicated.

Insights are applied through developing action plans across the entire business to removed the risk of ‘silos’ and these are owned by all line and middle managers.

Reinforce, measure people’s application of insights

Managers create a feedback loop with their teams to ensure sustainability of their actions and behaviours meeting the insights from the data integration.

This by default increases the ‘capacity of people to ‘focus and pay attention’ as they know what customers expect which in turn decreases customers likelihood to defect.