Captain Insight, like Manual Man, has an understanding of the value that data holds. However, unlike Manual Man, she has the powers to extract value from large amounts of data. If you aspire to be like Captain Insights then here are the seven powers that she has which make her the ultimate CX Superhero.
Captain Insight accepts this. She won't ignore all the calls, tweets, reviews or Facebook comments because she prefers analysing NPS surveys. She is on every single channel, processing all the data and identifying the common aspects that appear in all of these channels.
You might work 9 to 5 however, when you shut down your computer and leave the office
Captain Insight has the power of processing data in real-time and then setting alerts for when problems arise. As we found out in our post about Fly-be, the reaction time to a customer experience disaster is time that allows a small problem to become a major disaster. Customers are always talking so you should always be listening.
A good CX leader knows their customer. Captain Insight is able to provide the ultimate Customer Experience as she can understand the Customer Journey within nano seconds. Customer Experience can be like chess sometimes, it is better when you know the player's next move before they even do.
Today, Customer Journeys are much more complicated than they were in the past thanks to a growing number of touchpoints. To decipher the Customer Journey and all its complexities with only a pen and paper would take forever. This is why Captain Insight spent years honing her ability to map Customer Journeys, understanding the areas of improvement, so that she can make sure every touch point is a pleasant interaction for the customer.
Knowing your NPS Score is easy. Yet, knowing what factors drive your NPS score, well that is a different challenge. A good way to think about it is that it is very easy to know when you are unwell. You have a feeling. However, finding the cause for your ill health is another matter and often that requires a visit to the doctor.
Captain Insight's success lies in her ability to not only know her NPS Score but to know what the drivers of NPS are. She is able to make positive changes within her company that improve her NPS scores. This means she is always directing her energy and time where it will have the largest effect.
Captain Insight has the ability to analyse the sentiment behind every comment, review or tweet. She does not just know what the problems are, but she can also understand how they might cause frustration and stress.
Captain Insight has the power to benchmark her business against competitors so she can ensure she always offers her customers the best. She knows their weaknesses so she makes them her strengths. Every time they lose a customer you can guarantee it is because they discovered Captain Insight offered a better experience.
How do you know if something is successful if you do not measure it?
Captain Insight has the ability to measure the impact changes have on the customer experience and can even predict what future changes might be successful. It can be a challenge to make impactful changes within large companies. However, when armed with accurate measurements to predict success, it is much easier to get consensus across the entire business. One of the reasons Captain Insight is so successful is because she is able to demonstrate to key decision makers the impact a good customer experience will have on the wider business due to her ability to measure.