Why be so transparent with customer feedback data?
Here are the top reasons why!
Embracing accountabiilty and transparency for your customers - The accountability transformation!
Transparency and accountability go hand in hand; transparency creates accountability, and this leads to concrete action. Once a business has a clear view of how their best practices for delivering automotive aftermarket, industry leading customer service, they determine who’s accountable for each customer concern.
Having analytics within the ASK LISTEN RETAIN diary on who’s opened a document, how far they’ve read through it, what action they’ve taken inside it – and where the process to resolve a customer concern is getting held up.
When everyone knows who’s responsible for making customer retention decisions, how to reach those decision makers, and how the process works as a whole, it’s much simpler to keep everyone on the same wavelength, and drive the process forward.
This isn’t just wishful thinking – all the tools for this accountability are currently-available in ASK LISTEN RETAIN portal.
Built-in accountability completely eliminates common excuses like, ‘Oh, I haven’t seen that email’ or ‘Nobody told me about this’ – because when an employer takes responsibility for finding and talking with whoever has delayed a process, he’ll understand the employer has evidence of this failure. This transforms the dynamic of the conversation, and focuses the dialogue on getting things done.
Building transparency from the ground up!
But the ability to track who’s opened documents is only the tip of the iceberg. Transparency and accountability needs to be built into a business’ culture, from the executive level down. Everyone on a team needs to be accountable for managing specific steps in the process – and everyone else in the department needs to know which steps remain to be completed, and who’s responsible for completing them.
Ensuring employees are a part of a company culture which places an emphasis on accountability, and that internal processes support this, is crucial to establishing a transparent document workflow. What’s more, by sharing these principles with partners, customers and suppliers, businesses can promote this culture across their entire supply chain – achieving even greater business benefits in the process.
In short, a focus on organisation-wide transparency and personal accountability enables a business to work smarter and get things done a lot more efficiently.
Be sure to watch a short ALR video on "RETAIN - Turning Detractors into Promoters", click here!