Customer Service Delight

Once you convert a prospect to a customer, the next most important question is "How do you retain him/her in such an competitive environment?" This is specially true in the highly competitive environment prevailing, where everybody else is trying to lure your customer to switch loyalties. You need to be able to create a strong loyalty among your customers. This loyalty would translate into the customer continuing her relationship with you and also giving positive referrals to her contacts in a proactive and reactive way.

You could devise a customer service delight program with many wonderful features like "Points program", "Memberships", "Special Offers", "Great Ambience" and more. However in order for all this to weave together with the customer delight experience you need knowledge about the Individual - what is the nature of his relationships with you, how many of his/her family members are also your customers. Demographic and geographic information would be an additional help.

Data cleansing, data enrichment and data deduplication will transform your knowledge, from just knowing accounts, to actually knowing individuals.

What this allows you to do:

• Improve the level of assistance your support team can provide to customer queries on the telephone. Customer support executives would have access to the entire relationship with a particular customer.
  
  
• If you implement the GIS system, you could map the customer’s demographic profile to geographic information, and guide her to the nearest service center.
  
  
• Enhance the effectiveness of your internet banking service, as all account related information would be available with a single sign-on.

Take customer service to the next level:

• Plan the optimum locations of ATMs/ Collection Boxes/ Advisory Centers based on the geographical distribution of your customers.
  
  
• Ensure that communication with the customer is just right. No wrong salutation, no typos, no misspelt or redundant information in addressee’s name or address.
  
  
• Reduce customer irritation and attrition that arises due to multiple calls and mailers to the same person for various reasons.

All these together form for a great Customer Service Delight Program.