Purposeful Dashboards Part III: Geographic Segmentation
Previously I discussed the importance of having a customer experience dashboard on a time continuum to understand variability in ratings across time (see article entitled, Purposeful Dashboards Part II: Time Continuum). In this article I focus on incorporating geographic segmentation into a customer experience dashboard. What does this mean? Visualizing customer experience ratings across geographic locations.
In my previous article, Purposeful Dashboards Part I, I discussed using an automobile dashboard as a design model for building a highly functional and dynamic customer experience dashboard. This article discusses customer experience data across time continuums and how to incorporate variance in ratings into a business dashboard that is meaningful and impactful. This is extremely important and highly effective for identifying points in time when customer experience ratings are not meeting defined benchmarks.
This is the first in a series of three articles focused on building customer experience dashboards for business. This article focuses on design modeling, with article two focused on time continuums, and article three on geographic segmentation. Opportunities to Test Drive our customer experience dashboards will be provided in articles two and three.
Remember that great childhood game, ‘Capture the Flag’? The game and strategy were simple engage the enemy and capture their flag. Of course, the enemy were your friends who happened to be on the other team and your flag was an old towel with holes in it that your mom said would make a perfect flag.
Your business has Hardware; your businesses has Software; but does your business have Heartware? What is Heartware? Heartware is innovative human and technological resources that engage customers to provide feedback about their customer experiences. For Heartware to be successful resources should be directed at the following,
Recently, I was flying through Asia and had a layover at Changi Airport in Singapore. Changi is known as one of the most technologically innovative airports in the world with a strong emphasis on customer experience. I experienced this first hand through the use of their Instant Feedback System.