Too Much Information

Ever wondered if you are saying too much to your customers? Giving information that just isn’t needed?

On a recent trip to Portugal, my flight was slightly delayed. As the airport bus took us across the airfield to our plane, many passengers observed that the jet was a white-label charter, not the carrier we had booked with. Obviously due to some difficulty, the airline had drafted in a replacement aircraft.

After everyone had taken their seats, the pilot announced that “there will be a slight delay getting airborne, as we have an issue starting the engines – we are awaiting a generator which will be used to get us going”. Worried faces erupted all over the place. Some people giggled, most looked terrified. In a field such as aviation, so many customers fly because they have to, not because they want to. Passenger comfort is of paramount importance. To the nervous flyer how comforting is this message? Did it need to be communicated in this way?
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Subscribe and Thrive

Whilst attempting to look graceful on a cross-trainer at my local gym this morning, I started to think about their business model. The gym at 07:30 was nearly empty, yet they still thrive as a business. How? Subscription. They have a solid recurring revenue base through Direct Debit with numerous members every month. Whether the client comes 7 times a week, or just 1, the gym still wins.

How many businesses are like this? Is there a way in your industry to look at a subscription based model, or like many do you start from zero every month and hope the sales come in to cover costs?
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Multiple Uses

Accurate, consistent information is the lifeblood of any business. IDC reports that corporate growth for traditional structured, transactional data is 32.3% per year, whereas file based, unstructured data grows at a staggering 63.7% – twice that of structured data.

Storing, managing and exploiting value in this information is now critical for any modern enterprise. E-mail, file servers, transactional databases – all silo’d data sources for valuable business content. Information is now the true lifeblood of your organisation. Read more

I Don’t Do That Part

Last year, fed up with all the individual travel insurance policies I kept taking out for various trips, I decided to book an all-encompassing policy to cover all my travel needs. I settled on very competitive cover from a site called InsureandGo. The process was completely painless; payment taken on-line, and all of my policy documents emailed to me minutes later. I was immediately covered. One happy customer.

My policy with InsureandGo expires on 7th July this year, so I decided to call them to renew. Before doing so, I browsed their website and noticed they also do “Gadget Insurance”. Fantastic I thought, I’ve just got a new iPhone and cover on this would give me complete peace of mind.
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I don’t have that Information

Having worked with Information Management software since 2002, I have a strong passion for how it can be used to improve customer service.

With customer acquisition and retention being on the mind of every savvy organisation, I am shocked by the number of calls I make to customer service departments only to be told “sorry, I don’t have that information”. This is normally followed by “it’s a different department” or “can I put you on hold?” Sound familiar? Frustrating? You bet.

Corporate Information Management is now more important than ever. Information is the lifeblood of your organisation, it’s the new currency. Without the tools in place to manage, protect and distribute information, you are no longer competitive. Information Management means you can process new customers quicker, deal with complaints faster and answer queries first time. You outsmart the competition. Investing in an Information Management strategy is no longer a luxury, or something that “the IT department deals with”, it’s paramount for your business growth and long-term success.