Let’s say some significant portion of your customers are complaining about the length of the wait at a certain store. Your analysis of the VoC data suggests that the waiting time is the single most important factor resulting in customer dissatisfaction.
The standard managerial reaction in the face of such customer behavior feedback is to find ways to cut the waiting time. Depending on the nature of the touchpoints in the store, you might think of adding service capacity such as an extra check-out cashier, additional front-line employees, self-service technology or diverting traffic to a less-busy location — maybe to a more efficient service channel. These types of solutions seem to be backed by your data, which would set a good example of data-oriented decision-making in CX management.
