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how to Improve customer satisfaction with data-driven last-mile insights,…
how to Improve customer satisfaction with data-driven last-mile insights
LK & Sriram Discussion (12/3/2020)
Sriram & LK
////We look to help with the neglected post-purchase experience... A portion where control////
/////CSAT & NPS do not give insights on when issues arise.... identifying where customers feel let down.../////
/////Deliveries very important... Error-prone... Noinsights were available.../////
/////When scores go down... the first reaction is to look inward... Sometimes you have to look outward... right now you don't have visibility into where your customer was unhappy/////
/////Separate fb for deliveries builds a separation in the customers' minds about the pp experience managed by a shipping carrier... dissaciate from the brand's.../////
/////YOu've been pressing in the wring places... doctor/////
/////Discuss a few applications for DSAT scores... how to interpret DSAT scores... time to rethink legacy scoring systems... need to break things down into phases... rethink CSAT & NPS.../////
/////CSAT or NPS only measure your business' performance.... Isolate the problems within the organization & outside.../////
/////We live in a experience economy... cx a comp. differentiator... measure how well the expectations of shoppers are met... listen closely to the vital signals that come from customers... the cycle is complete only after you get feedback... the journey ends not with merely delivering a product.../////
/////LS is an enabler for this approach./////
/////enables customer voices to be heard/////
/////Create urgency... are you learning about bad reviews from social media.. then the damage is done... too late.../////
/////Why delivery experience is a critical factor... not entirely in your hands.../////
/////Delivery has often been the numero uno decision criteria for people to shop.../////
/////Shipping carriers are unable to meet the rising expectations of customers... /////
/////You're probably already collecting data... but they are probably not actionable... You are not the only plalyer... the shipping carrier is there too... separate DSAT score... dissociate from pre-purchase scores... how overall experience can be improved../////
/////There is no tech out there to give you this information... Now there is tech for everything except for this... Then illustrate our capabilities... /////
/////Identify which carriers & service types are failing you... time windows... weather windows... identify areas to improve on.../////
/////If your're only relying on your OMS for data, you are not getting the complete picture.../////
/////Applications of DSAT... how other parameters in conjunction with DSAT can shed valuable light on issues.../////
////how you can get started... even without relying on a product... irrespective of whether you use our solution or not... still an important problem to solve... ////
CSAT score & NPS
/////The pressing need for a metric to measure delivery satisfaction/////
DSAT score
Indicators of customer loyalty
Study: CSAT Vs. NPS
https://www.taskus.com/blog/csat-vs-nps-vs-ces-guide-customer-support-scores/
Unbiased data
Insights from the data
Areas requiring focus can be identified and fixed.
/////Importance of delivery experience in overall customer experience/////
About the insights & views within LS