How to stop problem products from effecting your brand.

Posted by Jodie Monger on April 11, 2011

0 comments | 809 reads

If you are in the business of consumer products, problems are bound to happen. When a problem with a product surfaces, the first call your customers make is to your call center for customer service. As you review the analysis of your post-call survey customer comments, you will notice trends which may help identify a true issue versus random noise. Our customers appreciate when ‘knuggets’ of wisdom are uncovered, identifying a true pain point. Analysis helps them to not only discover the problem but to craft the solution. Our business intelligence team also uses predictive analysis to prevent future occurrences of potential issues resulting in the ever-important brand protection. Think about how much more effective your organization will be and how much more protected your brand will be if you separate random noise from real issues and aggregate what seems to be noise into patterns:

“I purchased a dishwasher in October 2009. In November 2010 the motor started to act up. Of course we were out of warranty. Now the motor just screams, squeals like a stuck pig.”

“This lady I talked with said I couldn’t take the locking mechanism off. I don’t see why I just can’t unscrew the rubber piece out of the washing machine and have it work. Or come and get the darn thing and give me a washing machine that has old features on it, like non-locking and water running when you open. Something that will kill a kid; that’s what I want. I want a washing machine that is unsafe, just so that I can wash my clothes in a normal fashion.”

“I bought my new stainless steel side by side refrigerator. It sounds like it has a cat that is dying in it.”

Happy Monday!

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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