Big data and analytics are proving to be a great way to bring about positive results regarding operations. Even though the success of a business still relies on keeping the customer happy, it's no secret that social media and new technology have a hand in it. This is why analytics is such a great option when improving upon relationships with the customer.
1. Utilize Social and Mobile Roles
When a company wants to find out what their customers are doing in real time, the best place to look is at the mobile and social data. Analyzing this data allows companies to virtually follow their customers and discover where they are and what they are looking for—and the companies can take actions based on that. Companies can look at their Twitter followers' tweets to see what they might be interested in. considering this, they are then able to get a feel for what the customer would likely purchase. Even further, the company can then consider their inventory and potential promotions based on what their customers are doing right at that moment.
2. Collect and Consider Data From a Variety of Real-Time Sources
Of course real time data is very important, but it should be considered alongside the historical context as well. When you consider what they have done over the last few days and what they are doing now, you are able to make a more informed decision about what to do regarding the customer. This is why it is vital to collect information from a handful of sources, as this will tell you many things about the customer. For instance, if a customer is contacting a company regarding a problem that they have contacted the company about previously, the customer should be having a different experience because of this.
3. Act in a Timely Manner
Not only do you need to be able to collect data in real-time, you need to analyze it just as quick as well. Research has shown that about 75% of people that have contacted a company seeking customer support through social media actually expect to be answered within an hour. This might seem like a harsh request, but in the eyes of a marketing expert, this is way too long. Companies should be seizing the moment before it is gone, as this is very important when making the best decisions for customer service.
4. Know What is About to Happen
As a company is making their strategy to use real-time data, they should begin to look beyond this. They need to seize the moment and predict what is next before the customer even know their next move. Companies to respond faster and faster, eventually being able to predict the needs of the user. This is made possible by the leading self-learning technology for marketing.
5. Make Information an Easily Digestible Experience for Customers
Inputting data has become almost second nature these days with tracking exercise with FitBit, Nike+, and MyFitnessPal, tracking spending with apps like Mint. Simply inputting the data isn't enough, it needs to be utilized. Companies should be using this data and sorting through it to grab the most important data, analyze it, and give it back to the consumer. When consumers love what they are getting in return, they are more likely to continue using the product.
When a consumer is genuinely excited about a brand and the brand proves loyal to them through customer service, they will likely become a superfan and will champion the brand to their friends and family. After all, how many people do you know that use strictly Apple products? That is a prime example.