At Workbooks we use a simple but effective traffic lights system to keep track of customer sentiment. Customers are marked as either Red, Amber or Green.
Red = They are unhappy and at risk of leaving us
Amber = A little unhappy, we need to improve their perception
Green = All is good
The old adage is that all customers should be treated equally, but this just doesn’t make any sense. If you have a large customer who is unhappy, you really should invest more time in getting them back on track.
Workbooks has a pick list on an organisation record that anyone can set to Amber or Red, we also have a scheduled email report which is sent round each day automatically notifying management of any customers that have been moved to Red or Amber.
Finally, we have a scheduled ‘At Risk’ meeting every two weeks, where the appropriate people review the management cases and Activities are created in Workbooks and assigned to people to ensure action is taken.
We use case records to track ‘Management Cases’ to ensure they are resolved successfully.
The Red/Amber/Green status is automatically populated onto Customer Cases and Sales Opportunities so our Customer Services and Sales teams can see if there is an issue, without having to open the customer record.
We create Scheduled Activities in Workbooks for our Customer Care team to check-in with clients. This ensures all customers are called to see if they are happy.
These calls are a valuable source of feedback, but they also generate new business opportunities for us, so the results more than compensate for the effort required.
Our CRM system makes managing this customer care process simple and easy for everyone. Helping us keep our customers glowing green and not angry red.