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Goals of the customer


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Dylan Chipp kicked off the conference by providing an overview of the day and Business Intelligence (BI) Bingo. A main course, not a side order - customer and business intelligence.

The mission of the day was to create and further develop delegates own approach to BI and customer insight to ensure business and customer goals are met.

Discover the seven key points you will take-away with you including;
- Start a debate,
- Combine blooms with data visualisation,
- Self-serve your data curiosity,
- Experiment regularly,
- Bring the journey to life,
- Measure things that make a difference and,
- Complete an agile project.

Want a free conference debrief? Contact Voluntas now.

Published in: Data & Analytics
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Goals of the customer

  1. 1. The 6th Annual Voluntas Conference Goals of the customer
  2. 2. 2 The goals of the customer
  3. 3. Customer engagement solutions? Customer Relationship Management? Sponsors
  4. 4. The mission from today Create or further develop your own approach to BI and customer insight to ensure business and customer goals are met.
  5. 5. #Budget2015 • Landlords have at least 10 benefit changes to deal with, two directly, 8 indirectly. • Two direct ones are likely to be caused net pain - the likely net loss from the 1% reduction (100% of rents) and PayToStay (10-15% of households?) • If tenants decide not to PayToStay, don’t exercise their new Right To Buy then there might be, homes released for those in greater need? • Government changes are highly targeted and largely measurable. This should enable providers with good data-sets to at least meet the Government at the start line of these changes. • A further £20b is being sought though the autumn Comprehensive Spending Review.
  6. 6. “In the midst of a difficulty lies opportunity” Housing providers working with health, employment and potentially, schools, could provide important olive branches to Government.
  7. 7. 7 takeaways #vbi6 Discover the seven key points you will take-away with you including; start a debate, combine blooms with data visualisation, self-serve your data curiosity, experiment regularly, bring the journey to life, measure things that make a difference and complete an agile project.
  8. 8. 1. Combine Blooms Taxonomy with Data Visualisation Cost of response repairs with a DLO £577 pa Cost of response repairs without a DLO £547pa £30.00 per unit per year for an increase of 6% satisfaction?
  9. 9. 2. Combine Blooms with Data Visualisation Create “higher-order” thinking
  10. 10. 3. Self-serve your data curiosity
  11. 11. 4. Experiment. Regularly. Microsoft Power BI
  12. 12. 5. Bring the journey to life. Drop data points on the customer journey to understand what the customer and business are really handling. Our own example in repairs of customer satisfaction shows some interesting facets including how many clients ask key driver questions such as quality and communication before and during the repair.
  13. 13. 6. Its not me, its you. Low Effort Expectations Met Speed of Service Drivers of advocacy Customer goals are…
  14. 14. 7. Complete an agile project • Extract year end balances over 12 months for all tenanted households • Sorted by highest difference i.e. more arrears down to in credit • Select the 20% the make up 80% of those differences • Add CRM data and recovery action taken • Spot the inconsistencies and success • Blend in qualitative data Insight Finance Rents Comms Root causes of good/bad practice
  15. 15. The End Is Not Nigh, not with great BI Want a free conference debrief? Contact us HERE