5 Ways Big Data Can Improve The Customer Experience
by Mashum Mollah Technology 16 January 2019
Shopping and communicating with companies via the internet has been rocking along for a few years now. As people became more experienced and skilled in conducting personal business via the internet, the standards bar is set high. Below we will share with you 5 ways big data can give your customers.
5 Ways Big Data Can Improve The Customer Experience:
1. Limit Frustration:
We have high-speed internet in our homes, offices, and on our phones. Some of us do not even remember dial-up connections. We have grown to expect immediate online gratification. When we pull up a business website, we expect it to be fast and reliable. Buffering and lagging or worse, links that do not work cause us frustration. A frustrated customer will not stay. It does not matter if you are experiencing difficulty or a software glitch. If you want our money, your site better is fast, easy to maneuver in, and customer friendly.
2. Personalized Customer Experience:
Your system is collecting data on the people who visit their site and make purchases. You have collected and analyzed our personal information. You identified your target audience by age, sex, income, interests, and purchasing history. Demographic data is nothing new, but the age of technology makes it seamless. Consumers understand and accept the need for studying those who use your products or services, but we expect something in return.
Consumers want the apps and programs they utilize will make their transactions personalized. Many large companies already do this. If you turn on Netflix, the program tells you what you watched last. It recommends shows that you may enjoy based on your history. Your banking information is stored in their system making it easy to rent a movie and pay for it without hassle. Extensive Hadoop Certification can train and prepare you if you are looking to try projects in this field.
No matter what type of business you run, consumers want you to take notice of what they buy, shipping details, and problems that have been addressed.
3. Surpassing Expectations:
The expectations of your customers are advancing. Today’s consumer works and lives in a world that is quietly run by high-speed servers in the background. Society has grown to demand great service. Clients expect big data to have the ability to anticipate what they need before they need it. If a company repeatedly neglects to see the next step of the client, their relationship will be short-lived. Here are a few expectations that merit your consideration:
- Customer Service Agents
Like it or not, your CSR is part of your brand. The person on the other end of the phone or chat box represents you and your company. If the CSR is rude, lazy, or disinterested, it tells the customer that you are not interested in them or their problems. This is a very fast way to lose a customer.
- Prompt answers to questions
We are a generation that sends texts, notes, and emails. Customers demand a fast and quality reply to our inquiries. If the website reads that someone will get back to you within 48-hours, we expect someone to get back to us in the time provided. If the 48-hour window is closing and there is not an answer, they expect an email advising that the problem is being worked on and it will take additional hours to respond. Even a “We don’t have the answer” is better than no answer.
4. Go Green or Go Home:
Millennials are a generation of socially conscious adults. Studies show, most customers will pay more for a product if the company selling it is actively going green, and socially involved. The “paper pusher” generation has left a huge platform.
Today’s customer wants the following:
- Companies that rely on renewable energy
- Companies of the highest standards and ethics
- Transparency within the company
- Companies that do not test harsh chemicals on animals in order to determine their safety
- Companies that support people and issues in their community.
Further, customers want easy access to this information from the company’s website.
5. Respect customers privacy:
The line between data collection and demographic marketing is a fine one. It is one thing to study our patterns in order to correct problems and take better care of clients, it is quite another to share that information with others without our permission. In an age where computers are being compromised and customer’s payment information is being stolen, we take our privacy and financial information seriously. Big data must hold itself to the highest industry standards. If the unthinkable happens, we expect to be protected with little effort on our part. Automatization has never meant a great deal as it does currently, and that’s exactly what we expect in such critical situations. So if you ever wanted to make sure your app, website runs smoothly, you’d have to optimize them beforehand. Check this website to understand how to make your app withstand any error.
Big data has to blend the needs of its customers with the needs of its company. While consumers are willing to bend a little as long as the overall experience is worth it. If a customer is treated well and employees are trained to treat them well, they will be compelled to stick around. When that company is also socially responsible, true to their community, and of good moral character, they will be loyal to you. Consumers expect more than average online service. In the coming year, nothing less will be tolerated.