attention to small pieces of data / information . This is to remind the power of small pieces of data – from any channel or source – customer , or dealer or employee ; or anyone in the ecosystem !
Yes , a minute of open conversation with employees or a look at their tweets or status updates will provide an insight on how business is carried , clearly indicating the changes needed . Be assured , just like it ’ s believed that a question expressed by one can actually be a question of many , opinions expressed by employees at ground level usually represent that of many . Many successful leaders take time to speak with employees at ground level ; and often , that leads to BIG decisions – impacting the very Culture , and thereby strengthening morale and uplifting the quality of services to the clients / customers ; and often , decisions on Management and Strategy , thereby the very direction of the company .
A minute taken to look at the comments of customers on Facebook or Twitter or some other portal can be a true reflection of how customers perceive or experience service delivered or product purchased . Small piece of data – but powerful enough to mirror what ’ s happening in business , point to change required , and often , advise on what ’ s to be done .
A minute taken to call up vendors or dealers or to look up their call records or case histories can shed light on matters of importance and concern to them – matters impacting your business . Not just these but also small pieces of information on the initiatives of competitors or opportunities in the market calls for action immediately .
Ola Cabs Mobile App for example , asks customers for reason on cancellation of booking – in a very simple straight forward way , and in a way it ’ s so convenient for customers – right on the App , right at the moment of cancellation ; small piece of data – but so timely , and actionable . TinyOwl , a platform for ordering food from any restaurant they ’ re connected with , is another example – on processing the order , collects specific feedback on delivery time – again , very small piece of data , but so timely and actionable .
Another classic example is how in certain restaurants , soon after serving the food , the Chef or the Restaurant manager comes to ask for feedback , instead of waiting to review the feedback forms or to get a report post analysis of the same sometime later , thus making immediate action or correction possible .
That ’ s the importance of specific , simple , and small pieces of Data – available across a range of platforms . While efforts on BIG data may go on , it ’ s the sensitivity to small pieces of data across platforms and sources which help businesses make timely decisions towards a BIG impact .
So pick up and act on small pieces of data – towards BIG impact .
About the author :
The author serves as Consultant in the Space of Branding and Customer Experience , with TransformCX , and is doing a
research program in association with North California University . Perspective shared is out of experience working as Specialist on Keller ’ s Brand Equity model , and as Consultant on other Brand Equity frameworks for over a decade .
Many successful leaders take time to speak with employees at ground level ; and often , that leades to big decisions - impacting the very culture and thereby strengthening morale and uplifting the quality of services to the clients / customers ; and often , decisions on management and strategy , thereby the very direction of the company