29 Apr Big Data & Customer Experience how they are linked
“The amount of data in our world has been exploding, and analyzing large data sets—so-called big data
—will become a key basis of competition, underpinning new waves of productivity growth, innovation, and consumer surplus, according to research by MGI and McKinsey’s Business Technology Office.” McKinese 2011
Organisations that are collecting big data are one step ahead of their competition. This practice of collecting the big data relevant to their company and industry is giving them a database of current and potential customers. The information can then be segmented and analysed to substantially improve the delivery of their service or products.
By testing and examining the data, organisations will be able to identify potential problems and develop stronger relationships between the brand and the customer. Research shows that emotion influences purchase decision six times more than rational thought.
Connecting to the customers on an emotional level is the key to establishing a lasting relationship with a business’s brand. The organisation must go beyond simply delivering your product or service and develop strong bonds with their customers. The most effective way of building and maintaining customer’s emotional relationships with your company or brand is to deliver outstanding customer service consistently.
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