According to a recent survey, 58 percent of CEOs believe they do not have enough information about their own customers. And they say they do not know how to get it.
They must not have call centers. If they did, they would have a wealth of customer information at their fingertips. Most contact center professionals are working feverishly to distribute customer information to everyone who needs it. When CEOs or department heads request more data, contact center managers gather it in a myriad of customer-friendly ways.
“Drip irrigation,” for example, is an effective, low-cost method of collecting data in which customers are asked for small details about themselves during the course of their conversation with the agent. Each tidbit is not worth much alone; but multiplied, the information can show trends and hidden dissatisfiers.
Would your CEO have been one of the 58 percent if he or she had been surveyed? If not, what steps have you taken to ensure he is in the know?
