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  • admin 9:51 am on April 30, 2016 Permalink
    Tags: , , , l’avenir, mesure, Satisfaction,   

    Teradata Customer Satisfaction Index (CSI): l’avenir de la mesure de la satisfaction client 

    Teradata Customer Satisfaction Index (CSI): l’avenir de la mesure de la satisfaction client

    2016-04-14

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  • admin 9:51 am on April 21, 2016 Permalink
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    Saudi Telecom Company Selects Teradata Aster to Drive Customer Satisfaction 

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  • admin 9:51 am on April 14, 2016 Permalink
    Tags: , , , , , Metrics, Satisfaction, ,   

    The Future of Experience Metrics Teradata Customer Satisfaction Index Analytic Solution 

    Solution is the first to authentically measure and manage evolving customer perspective, behavior and sentiment.
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  • admin 9:47 am on January 9, 2016 Permalink
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    Customer Satisfaction Index Whats Missing in Your Net Promoter Score 


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  • admin 9:51 am on June 27, 2015 Permalink
    Tags: , BestInClass, , , , , Satisfaction,   

    CSS Insurance: Using Big Data & Marketing Analytics to be Best-In-Class in Customer Satisfaction 

    “If you don’t have any data, you don’t know, it’s like you are driving a car and you are blind, and that’s the same as the data.  It’s the basis. You can manage by emotions, but not by facts. I like to combine emotions with facts because it gives you much more power.” – Volker Schmidt, CIO & CMO

    VolkerSchmidtpic

    Volker Schmidt, CIO & CMO

    More power with data; that’s how CSS Insurance is fulfilling their mission to be best-in-class in customer service by 2018. Founded in 1899, this Switzerland based insurance group serves 1.77 million people and is the country’s leading health, accident and property insurance company. When the Teradata customer engagement team sat down with CIO & CMO Volker Schmidt we understood very quickly why they are leading the way.  CSS is innovating with data and solutions every day!  Because insurance is commodity product CSS knows they have to differentiate with service or price; CSS is choosing service. Utilizing sophisticated analytics with Teradata Aster ™, Teradata Marketing Applications and their integrated data warehouse, CSS Insurance built the “Process House” for every single customer interaction.  That’s billing, the call center, claims – everything! Understanding every process that a client has to take has forced the company to have transparency on all customer interactions. When it comes to customer satisfaction the “Process House” drives everything. From a client point of view, this is customer experience management. From the CSS point of view, this is process and quality management.  When CSS improves each step/interaction, they ultimately improve customer satisfaction and thus, the brand.

    Screen Shot 2015-06-25 at 2.41.00 PM“If a customer is not really satisfied with the service, this information gets back to the data warehouse and we are sending out another lead to a professional client rep to contact the unsatisfied customer to solve his problem immediately.  With a process like that, we reduce the churn of the unsatisfied customer dramatically.” – Volker Schmidt, CIO & CMO

    They’re also using inbound calls to serve their customers – by offering them the next best product, an offer that is individualized to the customer by Teradata Customer Interaction Manager (CIM).

    “If you’re doing a campaign based on event-driven marketing, it’s often an Screen Shot 2015-06-25 at 2.46.34 PMoutbound campaign.  We are receiving more than 2M telephone calls in our call center a year, and we are using these contacts. The service reps get the campaign represented on the CRM system; he is asking the client if he needs more insurance, because of the next best product analytics we’re doing.”  Volker Schmidt, CIO & CMO

    Using web analytics and customer data, CSS Insurance is able to understand their customers even better to increase customer satisfaction.

    “We have been running our internet portal for about ten months – you get personalized information about the client, how he is interacting, and we are also gathering this kind of data and performing analytics.  If you are just analyzing your website with anonymous clients, it’s not so interesting.  Now, if you know who your client is and what he’s doing on the internet portal and what is he looking for, you have much more information. You can connect with the client and use it for other campaigns; we redesign webpages, we improve the customer process flows.” – Volker Schmidt, CIO & CMO

    Without dictating to customers specific treatments, CSS Insurance is able to send customers information and recommendations on diagnosis and treatments for the conditions they are searching.

    On the horizon for CSS? Groundbreaking stuff. In order to reach their best-in-class vision for 2018, CSS will be using Teradata Aster™ to translate speech to text from customer calls and then perform sentiment analysis to come up with a fully automated customer satisfaction score for each (remember they average 2M incoming calls per year).

    An unsatisfied customer tells all his friends about his experience with CSS, and that’s not good.  If he is satisfied he also tells everyone about the experience of CSS. We’re not asking any questions, ‘Hey, how satisfied are you?’  We just figure it out and call him.  We would like to bring this data from the telephone system into Aster, have an algorithm to analyze the sentiment of the speech, and send out a lead via the CRM or with the CIM system to our front, and then somebody can solve the problem of our customers.” – Volker Schmidt, CIO & CMO, CSS Insurance

    Congratulations and thank you to the entire CSS Insurance team for sharing your story of success!

     

    The post CSS Insurance: Using Big Data & Marketing Analytics to be Best-In-Class in Customer Satisfaction appeared first on Insights and Outcomes.

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  • admin 10:33 am on May 4, 2015 Permalink
    Tags: , channels, , measure, , Satisfaction   

    Measure Client Satisfaction across Multiple Channels 

    A technology leader and evangelist, John Thuma is a recognized leader in data warehousing, business intelligence, and advanced analytics. With nearly 30 years of practical experience, John has developed and implemented real world solutions across a variety of industries and disciplines.
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  • admin 9:54 am on February 5, 2015 Permalink
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    4 Tips for Improving Customer Satisfaction with Data Analytics 

    Customer Experience Management (CEM) is a major talking point in a number of industries, including Telecommunications, Financial Services, Retail and even the Public Sector. While there is no homogeneous definition and processes associated with CEM, the industries seem to understand what CEM is meant to do for them, namely, drive a greater level of customer-focus / customer satisfaction; generate new revenue streams; and help maximise profits.

    Here are some tips for improving customers’ experience and how analytics will help in maximising customer satisfaction and market share.

    1. Product or Service

    This may seem obvious on the surface but requires a good understanding of the differences that will help in managing customer expectations. Gone are the days when the only thing that mattered was the ‘3Ps’ (Product, Price and Place) when it comes to growing market share. There are many industries that don’t have physical products or inventories. For many Financial and Telecom service providers, ‘Service’ is their product. This allows for greater flexibility and agility for creating service products at different price points that will appeal to the target market segment.

    This is in contrast to products (i.e. consumer equipment) that requires upfront capital expenditure for production as well as significant operating expenditure for the sales distribution network and inventory. Customer satisfaction of using consumer equipment is inherent in its engineering design quality and reliability whereas for service products it arises from the reliability of the infrastructure that delivers the service.

    It could be frustrating if the set top box fails to deliver the premier sports show that you may have been waiting for! What if the ATM is out-of-order when you needed the cash? You are most likely to be frustrated with your mobile service provider if you are unable to make that emergency call after several repeat attempts!

    Path Analysis is a good tool to predict failures of consumer premises equipment and/or infrastructures before they arise and helps to proactively manage customer expectations. Here is an example from the telecom network performance. Path Analysis is also good for predicting ‘path to purchase’ and ‘path to out of stock situations’ during customer acquisition stage of customer life cycle management.

    Path_Analysis

    2. Product Development

    Creation of ‘service product’ at competitive pricing is relatively easy compared with manufacturing of consumer premises equipment which requires breakeven points to be profitable. However, many organisations create service products that are ‘one size fits all’.

    Mortgage financing and mobile price plans are examples of this type of ‘inside out thinking’ in product development. Consider a customer with $ 70 mobile plan that gives her 700 minutes of talk-time, 3GB of data and 4000 SMS per month. If she only uses 200 minutes and 1 GB per month then she is overpaying the service provider – likely not a very happy customer. Why not develop a personalised price plan that fits the individual customer’s life style?

    This type of ‘outside in thinking’ requires discovery analytics to understand customer’s buying decision / behaviour to tailor a product that is aligned with her / his life style. Every telecom service provider has the detailed data of their customers’ service usage which they can use to simulate various tariff plans that provides the best margin while helping the customer save. This is their ultimate weapon that their competitors don’t have! Can there be better way for agility in customer retention?

    Social network analysis can provide clues about a customer’s calling circle and sphere of influence. When combined with Affinity analysis it will provide strong indications of the propensity for the customer to take up a product / service that fits the customer’s needs.

    3. Customer Service

    When it comes to Customer Service there is no inventory to keep or product catalogue to maintain, but its success solely relies on the skills of well trained staff / partner network who can deliver quality service. In other words, quality of experience (or lack of it!) is realised at the time at which the customer service is delivered – every single time. Paying attention to this subtle difference in ‘service’ delivery and managing customer expectation is the key to keeping a satisfied customer.

    Proactive analysis of customers’ sentiment about new product launches and/or issues with a current product or service could be analysed from social media well ahead of a customer’s intention to contact the Call Centre. Discovery analytics performed using Text Analytics and/or Sentiment Analysis functions on Call Centre contact notes and social media data will enable new insights to be gained about competitors as well as own products/service as perceived in the market. A well trained Customer Service staff can use the insights gained from discovery analytics to help improve customer satisfaction.

     

    4. Channel Management

    Cutting costs of channel by reducing retail outlets often leads to creation of low cost channels such as telesales and online without considerations for the customer’s preference. Significant number of customers are not willing to accept offers on telesales channels.

    Response rates of online channels can also be generally low leading to ineffectiveness of these channels. Geospatial analytics overcome these limitations to spot customers who frequently visit retail stores and those who don’t. Identifying stores that are closer to where customers live provides the opportunity to find stores that are good at selling particular offer and / or good at resolving problems. Those customers who visited your online channel can also be directed to a close by store to bridge the online-offline gap.

    Is your organisation well positioned for the next generation of discovery analytics competency?

    Sundara Raman is a Senior Communications Industry Consultant at Teradata. He has 30 years of experience in the telecommunications industry that spans fixed line, mobile, broadband and Pay TV sectors. He specialises in Business Value Consulting, business intelligence, Big Data and Customer Experience Management solutions for communication service providers. Connect with Sundara on Linkedin.

    The post 4 Tips for Improving Customer Satisfaction with Data Analytics appeared first on International Blog.

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