The Challenge: The transparent Company – Introduction
Mark
· 2 years ago
Esteban,
Great next step in defining a workable implementation. To clarify a bit more, let me propose a customer has a customer number and PIN/Passoword to which EVERY interaction with the company is tied. All your purchase history, service engagements, everything is accessible with a single sign on. Credit card data would be masked, or not kept in the system. But, any agent of the company would see the total picture - how much you purchased, what you've returned, what troubles you have, and what has been done up to this point to resolve. Access to this data by both the customer and the company in a single space would improve and streamline holistic decision making.
Kristasphere
· 2 years ago
Mark/Esteban...a good example of this is BMW. If you have ever owned one or are familiar, the maintenance records on each vehicle are available at any dealership in the country. If you are the first or fifth owner, doesn't matter, you can quite easily place a call to any service dept and they can tell you exactly what's been done and when. (For BMers this is critical if you don't want to spend a bundle in the service dept. down the road.) With the privacy laws changing, my last one all I was able to get was service codes, and an interpretation verbally from the service advisor, where in the past I'd have gotten copies of the actual invoices. Still it is a great comfort to know exactly what you are getting ahead of time.
All Comments
Great next step in defining a workable implementation. To clarify a bit more, let me propose a customer has a customer number and PIN/Passoword to which EVERY interaction with the company is tied. All your purchase history, service engagements, everything is accessible with a single sign on. Credit card data would be masked, or not kept in the system. But, any agent of the company would see the total picture - how much you purchased, what you've returned, what troubles you have, and what has been done up to this point to resolve. Access to this data by both the customer and the company in a single space would improve and streamline holistic decision making.