Find out how big data is helping customers feel important and is establishing better long-term connections with them so they keep on buying.
While big data is still a buzzword for many, smart businesses are investing in it to better serve customers. Here you can see how big data is helping customers by improving a business’s ability to provide great customer service.
1. Know what customers want…before they ask.
Remember how your favorite bakery had your bread wrapped and ready to go before you even asked for it? This is exactly how firms are leveraging big data to boost customer satisfaction and sales.
Many companies collect data about their consumers. This includes what they buy, when they contact customer service, where they live, and whether or not they use social media.
Big data is an overwhelming amount of seemingly unrelated data. However, organizations that properly analyze it may offer a more personalized touch. This is one way that big data is helping customers and by extension, businesses. Promoting the products to the right clients on the right channel is critical to future prediction.
2. Make customers love their own data.
Wearable equipment such as FitBit and UP can give customers unprecedented access to their own data. MyFitnessPal tracks daily calorie intake as well as fat, protein, and carbohydrate intake. Sites such as LearnVest and Mint.com allow users to track their expenditure by category over time.
Of course, giving clients loads of data isn’t enough. Companies must sort through massive amounts of data to deliver the most relevant information to customers. However, if done correctly, data that impacts customers’ daily lives can impact a company’s ROI.
These businesses use big data to build superfans by offering relevant data to customers. They’ll keep signing in or using the product if they get hooked on their own data. In addition, if all goes according to plan, they’ll become brand loyalists.
3. Improve customer service.
Big data is the key to better marketing and product development for many companies.
Those who use data to improve customer service go one step farther. When a consumer calls, a professional can help them more quickly and efficiently provided they have the correct data. They won’t need to ask the customer as many questions.
Using data to improve customer connections is critical now that consumers have more ways to interact with brands.
A social media manager may be fielding an angry tweet. Additionally, a customer care representative might be fielding a phone call. Therefore, firms that provide their personnel with customer data tools stand out. They do so because they provide outstanding service that gets better with each engagement.
It’s obvious that big data is helping customers. However, there is a fine line between being creepy and being helpful. Therefore, companies must guarantee that customer service has the proper data and knows how to present it to customers.
4. Recognize and address client issues.
Most organizations know their consumers’ pain areas. If they don’t, they aren’t listening. Therefore, those who use data to address problems better serve their consumers.
Missing baggage is a major issue for passengers, especially when a flight is delayed and connections are lost. A deeper analysis of Delta’s data led to the creation of a system that eliminates baggage uncertainty.
Customers may now use the Delta app’s “Track My Bag” feature. Here they can take a photo of their baggage tag and track it as it travels to its final destination. Even if a bag misses the flight, tracking the bag saves time in getting it back to the right place. Therefore, finding new ways to use big data for helping passengers placed Delta ahead of the competition.
5. Lower healthcare expenditures and provide better care.
Big data is being used in the health care business to improve patient care and save lives. Some hospitals are starting to use big data analytics to manage chronic ailments.
Consider diabetes, which can lead to prolonged hospitalizations, both financially and logistically. Using big data, healthcare experts can customize treatment programs for each patient’s unique behavior. It can help them know when to take medication, for instance.
Healthcare systems around the world are adopting this model to improve patient care. By analyzing patient data, doctors and other caregivers can better comprehend a patient’s history. In addition, they can factor in their genetics, and even significant cultural and demographic characteristics.
23andMe has built its whole business strategy around big data. They provide clients with a complete picture of their genetic background. They formerly gave health-related results to help customers understand their risk of various ailments.
It begins and ends with big data.
While big data can help businesses provide better service by better understanding their customers, there is more to do than simply gathering data.
Companies that use big data well thrive at sifting through the data noise. After that, they extract the essential information and analyze it.
If they don’t, organizations can’t use big data to target and retarget the right customers. Nor can they design solutions that meet their needs. Therefore, big data is valuable, but only when it is actionable.