about Customer Intelligence
Customer insight is the understanding of your customer, based on their buying behavior, their experiences with you, their beliefs or their needs. Customer insights go beyond raw data or research, it is a multi-view of your customers derived from a strategic analysis of qualitative and quantitative data
Would you sell steak to a vegetarian? Nope, me neither. Selling products to customers who clearly don’t have an interest in what you have to offer is a waste of energy and precious selling time. But at what point, exactly, was it made clear that they don’t want what you’re offering? Without customer intelligence and analytics, you’ll never have the in-depth answers you need for approaching a sale, fully prepared
The automotive industry in particular is one rife with excellent customer service but poor customer loyalty in equal doses. The level of competition in the industry is so vast, that it makes for regular pricing wars between brands and consequently, a lack of switching costs for customers. Loyalty, what loyalty?
But when it comes to customer loyalty, can technology really be the right replacement for a good ol’ human being at the end of a phone? The answer is yes