Beyond Big Data: Using Social MDM to Drive Deep Customer Insight
Personal relationships are key to successful business. What if it was possible to provide your customers with the same personal touch they would expect from their favorite local mom-and-pop store when they visit your web-site, engage in live-chat or speak with technical support. Intuitively, we all know it is a huge competitive advantage because it would improve the quality of every interaction they have with your company. In the virtual world, how do you provide a personalized experience when there is no physical interaction with the person? You can’t read their facial expressions as they view one of your products. You can’t watch the body language as they are going through the check out process. The answer is there is still plenty of information to be gleaned from a person’s behavior online. You just need the right tools to capture and understand it. In today’s “always-on” society people provide a wealth of information about their preferen...