The Customer Care List (CCL) Reports for Coach and Club are integral components of the Customer Care List feature and the Active Customer Management (ACM) model. In light of feedback from users we have made a number of updates to the layout of the report, insights and data available, and the language that is used.
The changes will make the Coach and Club CCL Reports more user friendly and easier to interpret as well as giving valuable insights relating to Care Groups.
Club Care List Report
The changes to the Club Care List Report includes the following:
1. Updates to the Glossary
2. Updates to the Club Summary Tab
3. Addition of a Coach Summary Tab
4. Addition of an 'Activated in the last 7 Days Tab'
5. Addition of a 'To Become In-active within 30 Days Tab'
6. Addition of 'Become In-active in the Last 7 Days Tab'
7. Reordering of Tabs in the Report
8. The Introduction of a 'Traffic Light System'
Let's now look in more detail about each of these updates:
1. Updates to the Glossary
The Glossary is your starting point when interpreting your CCL Report. It provides you with an understanding of the key insights and language used in the report. The key changes include the improved ordering of the data presentation and the introduction of the traffic light system:
The colours in the report work like a traffic light system allowing you to divide your report into sections guiding you on how to make effective use of the report.
Grey simply gives you an overview of the size of your database and the size of your care list. If your total does not match your target total, you can visit the ‘Coach Summary’ tab to see which coach care list needs to be adjusted.
Green is giving an insight into the activity within the month. It shows you what has happened, who has been activated and who has had a positive contact. If your activation percentage does not match your target then visit the ‘Coach Summary’ tab to see who is underperforming or overachieving.
Amber is a warning sign and is showing you customers who are close to becoming inactive again. Golfers on this sheet need to be reactivated sometime within the next 30 days to prevent them from becoming inactive. Activate these customers to prevent your activation percentage from dropping.
Red is showing golfers who are inactive. Customers in these sheets have not had an activation with the locker for at least 90 days. Contact these customers to increase your activation percentage.
The tabs along the bottom of the sheet are also highlighted in colour to help you easily identify each section.
2. Updates to the Club Summary Tab
The Summary Tab provides an overview of the key insights within the CCL Report. The data presented here includes your most important insights and it allows you to take a quick-view of club performance. From here, you can easily make decisions on what to look at in more detail within the additional tabs.
As you can see from the images below, the insights have been reordered to allow you to now work through these in a more logical manner. At the top, the grey boxes deliver information on Customer Care List size, are you under, over or on track relative to your club target (target not presented on the report). Green gives you an insight to Care List Activity over the previous 89 days, are you regularly activating customers through free assessments, accompanied play sessions or coaching sessions, are your coaches actively contacting customers and recording positive contacts in the Locker? Amber and Red are where you should be taking action in order to improve your Care List Activity, these sections show inactive customers and customers who are due to become inactive in the near future.
3. Addition of the Coach Summary Tab
The coach summary tab breaks down the insights from the club summary tab and shows each of the same insights relative to each of your coaching team (Note: Only Coaches who are assigned to a Care Group will show in the report). As a manager you can now make an assessment of which coaches are underperforming or over achieving in each of the categories. This tab will help you to hold your coaches to account for their performance, help those who are struggling, praise those who are performing well and ultimately help you to improve your club performance.
4. Addition of an 'Activated in the Last 7 Days' tab
In addition to the 'Activated in the Last 30 Days', we have now included a tab to show customers who were activated in the last 7 days. This will give you greater insight into activity on a weekly basis allowing you to work towards a consistent weekly flow of activations.
5. Addition of a 'Due to Become Inactive in the Next 30 Days' tab
The 'To Become Inactive Within 30 Days' shows customers who are active but soon to become inactive unless they are booked into the locker for an activation soon. This tab is a great place to begin when you look to take action from the data in your report. Engaging customers on this list will make sure your activation percentage does not drop.
6. Addition of an 'Become Inactive in the Last 7 Days' tab
The 'Become In-active in the last 7 Days' shows the most recent in-active students. Obviously we want all of our customers to be active all of the time but at the very least good practice should be to have less students in this section tha the 'Activated in the Last 7 Days' section. That way you can ensure your activation percentage is growing and not shrinking.
Coach Care List Report
The Coach Care List Report follows the exact same flow as the Club Care List report. The updates in the Coach report mirror the changes to the Club report with the exception of the Club Summary. The Coach report does not include a Club Summary tab and the Coach Summary tab will only show data which is specific to you and will not include data for other coaches at your venue.
Automate the Delivery of your Customer Care List Reports
View the video below to show you how to automate the delivery of these reports on a weekly basis for your club manager and each of your coaching team.