Remember everything about your customer
Customer interaction memory
Every time you meet someone – whether a new or an old friend – you probably learn something important– and if you remember it and later incorporate in a meaningful way – you evolve and further personalize your relationship. Firms need to do the same thing, as consumers expect you to know them. After all, they may interact with your personnel, products and services weekly if not daily. When
you can store and recall key preferences, relationship records, loyalty status, profile states, impressions, browsing and purchase activity, and responses – you setup opportunities to demonstrate you care and can personalize your service – and ultimately you deepen your
relationship and enhance lifetime value with that customer.
Always recognize your customer
Customer identification and matching
Today more than ever, consumers want identity. They want to stand out and be special. To give them one, you have to first recognize who they are, but it’s not always apparent when they are interacting with you – as they carry many aliases. The average person has roughly 2 to
3 email addresses – usually at least one for work and one for personal purposes. They also split their personal and work identity across social accounts, phone numbers, and physical addresses. They may have two or more mobile devices, and search and browse anonymously. Personally they may belong to a household, and in work they fall somewhere in an organizational hierarchy. To correlate and merge as many of these identities as possible, you need software to scrub & match, household, geo-locate, merge and append. That way, you increase your chances of combining rich attributes and historical information about your customers to enhance your decision making and predictive intelligence.
Predictive intelligence –
The Customer Decision Hub
all in one place
To evolve its decision making ability, like a brain it needs experience – it needs stimulation, education, trial and error – over time it refines its ability to reason.
Computer systems have come of age, and are in many ways now able to mimic many of the higher order functions that we see present in the human brain. Assemble your Customer Decision Hub around these key areas, and you will obtain a better understanding of your customers, make better decisions, grow your relationships with them, and grow your business.
