The number of companies using big data is growing at an
accelerated rate. One poll found that 53% of businesses were
using big data analytics in 2017. This figure has presumably risen in the years
However, companies need to use big data wisely. One of the smartest ways to leverage big data is by improving customer engagement.
Using Big Data for Maximum Customer Engagement
It doesn’t matter if you have made the most exceptional
product or launched the best service. If your customers are not content with
your product/service, then you can never reach the heights of success. In a
world governed by big data, where every other person has a business of his own,
you need to make sure that you provide customers with something valuable.
Every customer knows that they have plenty of options
available to them and they can easily take their money elsewhere without any
trouble. They know how to use big data to find the best options available to
them. Amazon and many review sites use data mining technology to make it easier
for customers to find their preferred products. This means businesses need to
up their game and use big data to make their quality products more visible in
the market. This is something Business.com addressed in their post on how big
data is elevating the customer experience.
To avoid that, you need to make your clients feel welcomed and appreciated. From recorded voicemail greeting messages to providing them excellent customer care, you should give them an experience they want and deserve. Big data makes it easier to deliver on their expectations. Here are some other ways you can make sure that your customers stick to you for a long time.
Remember Customer Names’ and Personalize
The very first thing that you should do to make sure that
customers feel valued and cared for is to remember their names. The sweetest
sound the other person can hear from a client over the phone or in-person is
their name, and it builds a bond of trust that lasts for a long time. It may
not be possible for you to create a meaningful relationship with every customer
you come in contact with. Still, you should make sure that you invite a
relationship so that customers notice that you care for them.
Personalization is also important with the online customer
experience. In some industries, such as travel, personalization has increased email
open rates to 65%. Another poll found 71% of B2B companies use
Keep Waiting Time to a Minimum
If there is one thing that every customer hates, it’s being placed into phone queues or having to wait in long check-out lines. If you are running a business that relies heavily on phone calls, you can provide professional auto attendant recording services so that your customer doesn’t feel unimportant. Recording services are a great way to make sure that they get by the waiting time without getting frustrated and ensuring that they know that you will answer their queries as soon as possible. This is a cutting-edge technology that wouldn’t have been available before the big data revolution.
Reassure Your Customers That You Can Provide Them with Everything
Another way to make your customers realize that they had
made the right decision by signing up with you is to keep a positive attitude
when you talk to them. When you smile over the phone, your customers can feel
this smile. When your customers ask for something, your reply should be to the
point and speak in easy to understand language. Make your customers understand
that you will handle their problems with foremost professionalism and kindness.
Big data is making it easier to give a good customer
experience. The benefits of big data go beyond personalization. You can use big
data to understand customer needs and automate the experience. IBM reports
automated customer service is
booming these days as they rely more on big data.
Mind Your Manners
I know most of you
will think that this is an essential thing involved in customer care, but most
businesses don’t comply with it. ‘Please’ and ‘thank you’ are considered to be
the two most potent phrases when it comes to dealing with customers. Not only
should you be cordial towards your customers, but the way you behave with your
employees and workers also has a significant impact on your image. When making
a sale, don’t pressure your customers into buying anything as he won’t return
in the future even if you are successful in selling a product or service for
the time being. All you have to do is stay patient and listen to your customers
so that they feel welcomed.
First Impression is the Last Impression
A common saying which we have heard since our childhood is
especially true when it comes to running a business. If you are not able to
provide your new customers with the right environment the first time, he will
most likely not come back. If your business is the car, then your customers are
its drivers. If you are running a business from an office, you need to adjust
your exterior to match your business dealings so that you form a positive image
in the eyes of your customers. If you are running an online business, your
website should be user friendly. Moreover, your online staff should be
professional and well-mannered, and you should be able to provide everything
that you claim to your customers. By doing so, you will gain their loyalty.
Big Data is the Key to Exceptional Customer Service
Customer expectations have increased significantly in recent years. A growing number of businesses are relying more heavily on big data to meet their customer needs. Business owners should look at new opportunities to leverage big data to meet customer expectations.