Making your customer interactions more effective and mutually beneficial
If you knew what your customers like, what makes them spend more, and when they are happy or unhappy; could you use that information to make more money? Organizations face ever-increasing customer expectations – customers who expect the “service that’s right for me”. However, these demanding social consumers are demonstrating greater willingness to embrace innovative products, services, channels, and ways of engaging with suppliers and each other.
The challenge is to determine the most effective ways to treat and interact with individual customers. To do this requires a truly customer-centric view that can only be achieved with a well-informed and intelligent understanding of the customer. In the world of the social consumer, true customer intelligence is the key to improving organizational profitability. With the advent of big data, a whole array of new data sources is available to provide insights on how customers interact on the web, what they are saying to your call center, and what they are tweeting about. New techniques and technologies are available to collect, marshal and analyze the data, and act on the resultant insights to achieve greater returns.