As a retailer, wholesaler and manufacturer, staying connected is one of the keys to success. It gives you access to data that enables you to take a personal approach to your customer at every step of the customer journey. After all, the more you know about a customer, the better you can help them – and proactiveness is sure to lead to better customer service.
Real-time communication based on data?
Being ‘connected’ means that you are constantly linked to your customers (through their devices), collect large amounts of data through diverse channels and then convert that data into usable insights. To do that, you need smart platforms as well as smart people such as data analysts who establish game-changing links between data points.
Data analysts scrutinise internal as well as external (big) data before it enters your systems. They understand which data is important for your organisation and which tools you need to translate that into information that your business processes can work with.
Insights from data analysts can help you optimise the customer experience across the customer journey, by, for example, personalising your customer approach, customising products, predicting customer behaviour and delivering services proactively – when a product needs maintenance, for example.
The benefits? You can give customised usage or maintenance tips and cater to your customers’ needs in real time.