This week I have had some great conversations on the nature of collections and its link to a positive customer experience.
In a company the collections process frequently has negative perceptions associated with it. However at its core the process is about helping customers and solving their issues….it really is truly customer focused.
Used correctly and supported, there is also opportunity to not only help individual customers but also provide the insight to help improve the entire customer experience, helping retain high value customers. (in addition to reducing expense)
Talking with a wider audience, this concept clearly challenges some existing perceptions and requires looking at the customer lifecycle holistically across organisations. (happy to explain more if needed)
However once explained there has been some great support…. has been really good to hear positive comments, and obviously great for improving customer experience long term.