Top 50 Resources on Big Data for Customer Service
Companies are relying on data for everything from pricing flexibility to customer preference management to discount targeting. It is clear that today’s executives need to be well versed in Big Data and analytics and how to turn the information into value not only for their organizations but for their customers. In an age when retaining a customer is about seven times less expensive than acquiring a customer, companies need to know exactly what customers need and want and how to provide it quickly and correctly. Big Data holds the key to customer service.
But, many companies struggle with harnessing Big Data and extracting real value from it. The data sources are growing every day and customers are churning every day, so companies and organizations need to get a handle on their Big Data for customer service. That’s why we at ClickSoftware have compiled our list of the top 50 resources on Big Data for customer service. We have sought out the most trustworthy and helpful resources from marketing experts, data scientists, and industry thought leaders to bring you some helpful tips, advice, and examples on how to best use Big Data for customer service.
Please note, we have listed our top 50 Big Data for customer service resources here, in no particular order.
Datafloq delivers the most up-to-date and important information about Big Data, with the goal of “connecting data and people.” In this Big Data for customer service resource, Datafloq founder Mark van Rijmenam explains how Southwest Airlines became known for their excellent customer service by using Big Data “before Big Data was called Big Data.”
Three key points we like from Southwest Airlines Uses Big Data To Deliver Excellent Customer Service:
• Southwest Airlines applies Big Data throughout its various departments with the objective of delivering the highest quality of customer service
• Southwest will get more information about what customers want as different metrics from real-time KPI dashboards and speech analytics will guide personnel to deliver high-quality service
• Southwest employs real-time data analysis to deliver personalized experiences that lead to higher conversion rates and increased customer satisfaction
VentureBeat is known for delivering the news that matters most to the tech business world, and this article includes important information about the impact of Big Data on customer service. The article also emphasizes the personalization trend that is occurring in customer service, due to Big Data.
Three key points we like from 5 Ways Companies Are Using Big Data To Help Their Customers:
• Companies that invest in Big Data can provide better services for customers
• With Big Data, companies can treat customers like individuals and build stronger long-term relationships so those customers return and buy more
• Companies can successfully mine Big Data to offer more personalized touches and promote the right products to the right customers on the right channel
BusinessBee.com offers tools and resources that help small business owners successfully run and build their business. In this BusinessBee.com article, Matt Draper examines the need for businesses and companies to conduct in-depth research to fully understand their customer base and improve customer service.
Three key points we like from How to Use Big Data to Improve Your Company’s Customer Service:
• Companies can use Big Data to better understand what clients need from them
• Analytics provides a better picture of which types of offers you have sent out and how customers responded
• Big Data delivers hard facts and numbers illustrating the scope of customer complaints so that companies are able improve and repair customer service relations as quickly as possible
H. O. Maycotte, CEO at Umbel who writes about data, the Austin tech scene, and startup best practices for Forbes, contends that Big Data has enormous potential to increase profit, giving marketers and sales teams quite an advantage. But, he also points out that companies can use Big Data to a customer’s benefit by creating better customer service, increased convenience, greater loyalty, and higher customer lifetime value each time a customer that engages with a brand.
Three key points we like from Big Data’s Two-Way Customer Conundrum:
• Companies need to put the Big Data to work so they can stop asking customers to repeat their same basic facts and frustrating them
• When companies share data across departments, they can use it to optimize their departments’ goals and provide better customer service through convenience
• Big Data enables a true 360-degree customer view, enabling your customer service team to build a client base through combined on-site analytics, volunteered customer information, demographics, brand affinities, software and technology preferences, and more
Wikibon.org is a worldwide community of practitioners, technologists, and consultants dedicated to improving the adoption of technology and business systems through an open source sharing of knowledge. Contributors include analysts from Gartner, IDC, and Meta Group, practitioners from Pfizer and Wells Fargo, and technologists from startups and firms such as EMC. In this Wikibon.org article, Doug Chandler of Accenture Cloud Research explains that companies have to invest in tools and practices to utilize Big Data to enhance the customer experience.
Three key points we like from Using Big Data Analytics to Improve Customer Service: Time to Get Onboard:
• Customer support needs to apply emerging Big Data processing and analytics methods to customer data in order to move beyond customer satisfaction and create loyalty by more thoroughly understanding the customer’s total experience and then continuously adjusting all touch points and modifying the products themselves accordingly
• Companies that are leading in customer service approach customer service from the customer’s point of view
• Companies that take the right approach to customer support cut down on the number of support calls
A Gartner company, Software Advice is a trusted software-buyer resource that provides free consultations, reviews, and research. In their 2015 IndustryView report, Software Advice examined advanced call routing techniques to help businesses find opportunities for fine-tuning their own call center routing to improve customer service outcomes. Specifically, Big Data is helping call centers to determine specific agents to route customers to, based on the caller’s unique customer service preferences.
Three key findings we like from Using Big Data to Improve Call Routing in Customer Service:
• Pace of service call preference is correlated with age: 67% of people 65 and older prefer a slower pace, as compared to only 51% of 18 to 24 year olds who prefer a slower pace
• Preference for service agents’ demeanor varies by region: 49% of Midwestern callers prefer “casual,” while 36% of Northeastern callers prefer “formal”
• Preference for a U.S.-based agent increases with caller age: 48% of 18 to 24 year olds prefer a U.S.-based agent, but 78% of 55 to 64 year olds prefer this
David Feinleib, author of Demystified, produces The Big Data Landscape and bigdatalandscape.com, “a leading source for Big Data market information and insights.” This Big Data blog post recommends that companies use technology to analyze all of the Big Data that is created by customer interactions to quickly and effectively gain valuable information about customer needs, behavior, and preferences to improve customer experiences and build customer relationships. A Big Data for customer service resource in its own right, the blog post lists apps that can help companies customize and optimize customers’ experiences, includes an embedded Big Data and customer service video, and includes links to other Big Data and customer service resources.
Three resources we like from Big Data and Customer Service: What You Need to Know:
• Can Big Data Drive Better Customer Service?
• How Companies Like Amazon Use Big Data To Make You Love Them
• Big Data In Your Call Center: Managing the Numbers
Sabre is a global technology company that provides IT solutions to airlines, hotels, travel agencies, and the travel industry. Vinit Doshi, Senior VP of SabreSonic Customer Sales and Service, explains in this Big Data for customer service article that the airline industry is the only service-providing industry that has not invested enough in Big Data to listen to what its customers say. The result is that airlines receive more customer complaints and frustration than nearly any other service provider group.
Three key points we like from Passenger-Pleasing Profitability: How Big Data Can Save Airline Customer Service:
• Airlines have all of the data necessary for implementing creating and effective customer service solutions, but many carriers use a large number of silos that don’t communicate with one another, thereby missing opportunities to create positive customer connections
• Airlines could use automation that leverages existing passenger data to transform frustrated travelers into happy customers who advocate for an airline’s customer service
• Airlines would make more profits from investing in improving customers’ experiences with Big Data and automated solutions than from increasing baggage check charges, change fees, and airport check-in penalties
Data Center Post offers pertinent information to IT and data center managers. Daily posts are contributed by industry experts, CIOs, CEOs, and other industry thought leaders. In this Data Center Post article, ProProfs founder and CEO Sameer Bhatia explains that Big Data is a key to improving customer service and offers three pieces of advice for companies who would like to do so.
Three key points we like from 3 Ways Companies Can Improve Customer Service With Big Data:
• Companies that use predictive analytics to gain insights into their customers’ wants and needs can provide a better customer service experience
• Big Data enables companies to personalize their customer service options in new and innovative ways
• With Big Data, companies can listen to their customers and identify customer pain points to provide better products and services, plus better interactions via customer service call centers and help desks
Athgo aims “to engage young people (age 18-32) in constructive entrepreneurship, while effectively contributing to sustainable economic development.” In this Big Data for customer service blog post, Cherie Nelson examines three ways in which companies can bring new life to their customer service by utilizing Big Data.
Three key points we like from 3 Ways to Use Big Data to Better Your Customer Service:
• Companies can avoid frustrating customers who call by using Big Data to route the caller to the right service agent the first time
• Companies should use social media analytics to tailor products and services to their customers to promote brand loyalty and gain higher conversions
• Recording and analyzing customer service calls helps companies to tune into customers and gain valuable insights
Practical Ecommerce publishes independent articles and commentary to help businesses succeed online. In this Practical Ecommerce article, ecommerce and Big Data expert Gagan Mehra addresses the four areas in which retailers can improve customer service while reducing costs through the use of Big Data.
Three key points we like from Improving Customer Service with Big Data:
• Companies should analyze the reasons their websites go down and develop automated ways to resolve them, in order to enhance the user experience and reduce the customer service team’s load
• Companies can use a Big Data tool like a real-time analytics engine or virtualization tool to create rules and thresholds that automatically send alerts for unusual return activity to reduce return rate and lower the number of customer service tickets
• Big Data can document delayed deliveries to help refine and communicate lead times for delivery and ease the load on customer service to improve the overall process
Customer Care News is a magazine dedicated to providing corporate leadership and professionals with education and training to help them attract and retain customers. This Customer Care News article explains that Big Data has become an essential tool for reaching consumers and delivering quality customer experiences, and it offers five steps for companies to take to apply Big Data to customer communications and marketing.
Three key ideas we like from Five Steps to Applying “Big Data” To Your Customer Communications and Marketing:
• Employing Big Data effectively requires a clear and agreed-upon data management policy as well as having the infrastructure and service providers in place to ensure that your organization has access to the data and information in order to analyze it effectively
• Data needs to be complete, consistent, accurate, and up to date, especially where marketing communications and other elements of customer relationship management (CRM) are concerned
Dell Power More is a leading source for news and analysis on technology, business, and “gadget-geek culture” from the Dell Inc. editorial team. Contributor Adam McKibin, content marketing manager for Central Desktop, urges companies to consider the goals behind Big Data analysis. McKibin also reminds companies that they should take a different view of Big Data by considering it through the eyes of the customer in order to improve the customer experience in two main areas: customer service and personalized shopping.
Three key points we like from Why Your Customers Want You To Figure Out Big Data:
• Big Data empowers customer service teams to identify at-risk accounts and troublesome buying trends to avoid waiting for squeaky wheels
• Leaders in data-driven marketing are five times more likely to improve customer retention
• Across industries, Big Data is helping customers feel like companies care about their opinions and preferences
FierceBigData provides IT news on data management, analytics, data architecture, and Big Data applications. Editor of FierceBigData Pam Baker shares her thoughts on consumer empowerment and the ways in which customers think companies can cater to them better, since companies are mining their data and tracking their every move.
Three key points we like from Big Data Backlash Fuels the Rise of Customer Service:
• A Forrester Consulting study commissioned by Fusion shows that companies partially can fulfill the demand for more individualized attention and service by providing the right mix of ancillary products, personalized in the presentation to fit each customer’s wants and needs
• Savvy companies can earn customers and retain them by using Big Data to identify which customer services are most desired by which demographics and individual shoppers and deliver those accordingly
• Demand for superior customer service is rising across the board and companies need to use Big Data to personalize the overall customer experience
Tata Consulting Services (TCS) is a leading IT services, business solutions, and consulting company. Their article, Customer Service: Big Data Benefits and Challenges, reports on a global trend study of Big Data in relation to customer service and summarizes the benefits and challenges associated with it.
Three key trends we like from Customer Service: Big Data Benefits and Challenges:
• Customer service executives indicate that one of the greatest customer service Big Data benefits is identifying customers at risk of leaving the company or dropping its product or service
• Executives identify the second largest benefit of customer service Big Data as being the ability to analyze customers’ behavior using the company’s website to see which pages are most and least useful
• Executives identify determining which data is useful to making different service decisions as a difficult challenge posed by customer service Big Data
7, “the intuitive customer experience company,” offers this Big Data for customer service post on its blog. The article explains that banks are focusing on building customer trust, transparency, and business capabilities for higher profitability. They have an uphill climb because a recent Forbes article shared that only 8% of customers believe that banks offer their customers superior customer service, while a Bloomberg survey found that 70% of banking executives claim customer centricity is very important to them. Big Data and predictive analytics are keys to the banks’ customer service problem, because they need to understand their customers’ needs, preferences, sentiments, behavior, and propensity to switch.
Three key points we like from Big Data Analytics and Customer Service in Banking:
• Banks have access to a great deal of customer data, and they need to get it out of individual silos and mine it in order to better anticipate what customers are trying to do and personalize their experience
• Using Big Data and prediction to analyze and better understand customers allows banks to make the right offer at the right time to the right customer
• Leveraging Big Data predictive analytics with customer service helps banks focus on building customer trust and leads to overall higher profitability
Sangoma is a leading provider of hardware and software components that enable and enhance IP communications systems for telecom and datacom applications. Their article, Contact Centers and Big Data Means Better Customer Service, stresses the importance of gathering data from the minutes and hours customers spend talking to contact center representatives through both phone calls and email.
Three key ideas we like from Contact Centers and Big Data Means Better Customer Service:
• Contact centers have the data and technologies in place, so they need to benefit from the information with Big Data
• Representatives need to know as much as possible about their customers to provide personalized, tailored attention, and employing Big Data and in-memory databases makes it possible to access the information and enhance customer service
• Data should be collected publicly and privately to gather optimize customer insights and discover ways to improve the customer experience
CustomerThink is a global leader in customer-centric business management. In this article, New York Times and Wall Street Journal best-selling author Shep Hyken explains that Big Data may be broad and based on large amounts of information, but companies filter through it to understand general trends and customer behavior. He also explains that Little Data is a collection of information on an individual or smaller group of customers that companies use to customize the customer experience. Overall, companies need to make use of both to deliver quality customer service.
Three key ideas we like from Take Advantage of Customer Service Big Data and Little Data:
• Successful companies recognize that customers are not numbers or anonymous groups of people; rather, they focus on individual customer’s needs, preferences, and likes in order to give the customer an experience he wants
• Companies earn repeat business with high loyalty and emotional attachment when they individualize customer service and experience
• Companies need to be willing to invest in the necessary technology to track and recognize customer preferences so they can train their people to deliver an experience based on the information
InformationWeek covers IT news and information for businesses that use technology “to make a difference.” In this InformationWeek Big Data for customer service article, technology journalist Jeff Bertolucci explains how companies record customer service calls to gain insights from the data in order to match customers with service reps for more harmonious calls.
Three key ideas we like from Big Data: Matching Personalities In the Call Center:
• Data exists in spoken conversations, and companies can make use of the behavioral science to determine whether a caller is outgoing, sarcastic, serious, or shy to route callers to the best available representative, from a personality-match standpoint
• Applying psychology and behavioral science to phone calls clues companies in to the health of customer conversations across a vast set of data
• Through matching the caller’s and rep’s personalities, companies can achieve shorter, more efficient customer support calls
ClickZ, the original digital marketing magazine, offers this Big Data for customer service article by Adria Saracino, social media manager at Rover.com. Saracino describes how Big Data contains vital information about customers and clients not just for large companies, but for small businesses as well.
Three key points we like from Interesting Ways Businesses Use Big Data to Improve Personalization:
• Mining Big Data gives smaller companies the opportunity to improve customer experience through personalization
• Big Data allows companies to improve user experience with personalized ads, products, and services
• Big Data is a way to create a user experience that treats customers like individuals
Faronics is a leader in delivering solutions that help manage, simplify, and secure computing environments. In this Big Data for customer service Faronics blog post, Kate Beckham explains how telecommunication providers are using Big Data to improve the experience of subscribers, build and maintain a smarter network, and generate new streams of revenue.
Three key ideas we like from Telecoms Utilize Big Data for Improved Customer Service:
• Telecoms use transaction records associated with users’ smartphones as a means for collecting Big Data and then using the information to enhance customer experience, offer better solutions to meet customer needs, and to assist in predicting upselling or cross selling products and services
• A good portion of telecom’s Big Data comes from social media sources, and 45% of service providers claim to use customers’ location data to improve marketing campaigns, identify fraud, and boost network quality
• Telecommunication providers use Big Data from a variety of sources to determine the additional products and services customers want and improve advertising to target subscribers
Data Informed focuses on Big Data and analytics in the enterprise. Their Big Data for customer service blog post by Chris Wareham, senior director of product management and strategy for Adobe Analytics, discusses how using data science as a service affects the customer service experience and companies’ bottom lines.
Three key ideas we like from Improve the Customer Experience with Data Science as a Service:
• Using analytics packages that help businesses understand customers like a local neighborhood business would offers a huge competitive advantage
• Using analytics and making insights available as a service provides a view into how your customers interact with your brand, at scale
• The key to customer retention may be in optimizing customer service experiences from end to end, with data science helping to achieve that goal
Alec Foege’s Bank Data Cashes In On Customer Feelings, a special to CNBC.com, focuses on big banks embracing data analysis as a way to pinpoint customer preferences, which results in uncovering ‘incremental sources of revenue in a period of stalled revenue growth.” According to Foege, big banks are beginning to use Big Data to explore new areas such as sentiment analysis, which helps them determine how customers are feeling about the overall user experience.
Three key ideas we like from Bank Data Cashes In On Customer Feelings:
• Wells Fargo launched its own enterprise Big Data lab so the bank’s various businesses can experiment with the latest data analysis tools
• Even though big banks have millions of customers, they can act like a neighborhood store when using predictive analytics from the data sets
• Big Data provides a way to increase revenues without adding huge IT costs
Orange Business Services, a global IT and communications services provider, helps companies collaborate effectively, operate more efficiently, and engage better with their customers by connecting their people, sites, and machines more securely and reliably. Their Real Times magazine offers multinational enterprises technology insight for a changing world, including this Big Data for customer service article.
Three key points we like from Can Big Data Transform Customer Service:
• A Gartner survey revealed that 55% of respondents reported that customer experience is the most popular area of investigation relating to Big Data
• Success with Big Data for customer service relies upon companies having a clear idea of what they want to gain with the insight
• One of the most important insights Big Data offers is shrinking what is unknowable about the customer
Muncie Voice offers “muckraking focused on media, government, education, business, and wellness.” Todd Smekens, CEO of Middletown Media, Ltd. and publisher of Muncie Voice, explains the benefits of Big Data in this Big Data for customer service article.
Three key points we like from Big Data Can Have a Big Impact on Customer Service:
• Big Data gives businesses the details they need about customers to make a personalized experience that resonates with them
• Big Data tools such as priority routing, post-call surveys, and queue optimization help companies streamline communication with customers more efficiently
• If Big Data is going to positively impact customer service, companies must train their employees how to use Big Data analytics
The Future of Commerce keeps readers ahead of news and trends. Their Big Data for customer service article written by Angelica Valentine, Content Marketing Manager at Wiser, explains how retailers are using Big Data to offer personalized shopping experiences to make shoppers feel special.
Three key points we like from Big Data’s Impact: Personalized Shopping Experiences:
• Retailers are using Big Data to offer personalized experiences as much as possible
• Big Data has the potential to completely change how shoppers and retailers interact
• Companies that track customer preferences to deliver exactly what they want develop one-on-one connections and sell more
The SmartData Collective features expert writers on analytics, business intelligence, and Big Data. This post by Jason Bowden, Chief Consultant at Digital-Warriors Consulting, examines how Big Data marketing strategies help companies promote better customer service.
Three key ideas we like from Deliver An Excellent Customer Experience Using Big Data:
• Optimize the quality of your Big Data with analytics tools to gain a better understanding of customer behavior and responses to your business
• Interpreting Big Data helps companies target specific marketing strategies for delivering better customer experience, including satisfying customers’ geographical needs and circumstances
• Big Data provides valuable information regarding customers’ social interactions, their shopping preferences, and the type of product they regularly need
Loyalty360 is an association focused on customer, channel, employee, brand loyalty and engagement, CEM, and CRM. In this Big Data for customer service article, Loyalty360’s Jim Tierney shares the findings from an online survey of more than 2,000 adults by Harris Poll on behalf of Transera Inc. regarding Big Data’s impact on the customer experience.
Three key statistics we like from Has Big Data Enhanced the Customer Experience:
• 25% of consumers feel that their overall customer experience has improved due to increased use of personal data about them by the companies from which they typically buy goods and services
• 44% of consumers feel that they’ve received much/somewhat better relevant discounts, offers, and special deals by sharing more personal data with the companies from which they typically buy goods and services
• 67% of consumers would be willing to give companies access to at least some of their personal information in exchange for better service or products, but that’s primarily limited to basic information
In this Data Management Featured Article, Mae Kowalke, TMCnet contributor and manager of stories at Neundorfer, Inc., explains that businesses beat the competition by providing good customer service and creating relationships with customers. In order to provide the best customer service, companies use Big Data and proper data management strategies to elevate the customer experience.
Three key points we like from Good Customer Service Starts with Effective Big Data Use:
• Big Data helps businesses better understand their customers to help them deliver on customer experience
• By taking advantage of customer data, businesses develop better products for customers and better service that is geared toward their wants and needs
• Big Data enables customer service agents to understand their customers well enough to treat them as individuals
Pipeline Magazine is a global publication focused on technology for service providers. In this Big Data for customer service article, Arnab Mishra, Transera’s SVP of Products and Solutions, explains that businesses are determining the proper way to turn Big Data into a profitable resource, especially because so much of the customer data is siloed from other business metrics. Mishra offers three tips for managing Big Data to enhance the customer experience.
Three key tips we like from Expert Tips: Using Big Data to Improve Customer Experience in the Contact Center:
• Use Big Data to create a better customer experience by better understanding your own contact center agents
• Select the best analytics products and apply them to the contact center in order to improve your customer experience and your bottom line
• Apply customer data analytics to each of the 12 different modes of interaction contact center agents utilize with customers
Case Studies and White Papers
Dataconomy Media covers all things Big Data with a focus on data science, machine learning, database technology, and business intelligence and analytics, in order to bridge the gap between data science and business. In this case study, Dataconomy’s Rick Delgado examines five companies that are utilizing Big Data in several ways to improve customer satisfaction.
Three key points we like from 5 Use Cases of Big Data Improving Customer Satisfaction:
• Big Data opens up vast new avenues, allowing companies to maximize opportunities specifically related to improving the relationship with the customer
• BMW Group uses Big Data gathered from dealerships and manufacturing outlets all over the world to detect and fix vulnerabilities and find and fix faults based on test drives and other processes, all in an effort to improve customer satisfaction by producing higher quality cars
• Hertz gathers Big Data from emails, text messages, and web surveys to learn about their customers all over the world and improve the relationship between workers and customers to enhance the company’s performance
FICO seeks to transform business by making every decision count. Their “proven science leverages the latest technology to drive consumer behavior insights and optimize business processes.” Their white paper, Delivering Customer Value Faster with Big Data, addresses the ways in which companies can handle the challenges of Big Data and real-time analytics to make better decisions that positively affect customer service.
Three key ideas we like from Delivering Customer Value Faster with Big Data:
• Big Data is a key component of improving customer service
• Companies need to know how to leverage customer data to make smarter decisions and improve customer relationships
• Decision Management platforms are an essential part of using Big Data to improve customer service
Guides and How-Tos
Inc provides small business ideas and resources for entrepreneurs, giving them everything they need to know to start and grow their business. They offer this guide to help companies learn how to use data management and analytics and insight-driven marketing to improve their customer care systems.
Three key ideas we like from How to Use Technology to Improve Customer Service:
• More companies are using technology to handle customer service efficiently and cost effectively
• The best way to generate customer loyalty is to offer quality products and services and be responsive to customers; Big Data enables companies to do that more quickly and easily
• New technologies help companies utilize Big Data to anticipate customer needs, tailor business processes to better serve customers, and improve business efficiency
An IDG Enterprise brand, CIO.com provides the latest news, analysis, video, blogs, tips, and research for IT professionals. They offer this Big Data for customer service how-to guide enterprises through examining where the individual data points intersect to get the insights needed to better understand customers and serve them better.
Three key ideas we like from How Big Data Can Improve Marketing and Customer Service:
• Companies that use Big Data gain a competitive advantage because they have the knowledge needed to improve the customer experience and retain customers
• Big Data helps marketers get to the individual to sense their needs and meet them
• The capability to capture, stores, and analyze data has reached a price point that makes Big Data ROI achievable for marketing
SearchCRM is TechTarget’s CRM and call center resource that covers software, data management, sales and marketing automation, SaaS, and more. They offer their call center analytics guide to describe various types of call center analytics, recent trends and innovations, and advice on how to choose vendors to help your organization with its call center analytics needs.
Three key tips we like from A Guide to Call Center Analytics: How Call Center Analytics is Changing the Customer Experience:
• Anticipating customers’ needs keeps them happy, and call center analytics makes that possible
• Speech analytics enhance call center representatives’ performance by identifying knowledge gaps and area that require more training, to optimize call-handling times and improve first-contact resolution
• Call center analytics has personalized the customer experience by analyzing customers’ voices so representatives can respond to their moods appropriately and drill into customer data to become familiar with customers’ purchases and use the information to anticipate what customers want from their services
Social media strategist and owner of the Strategic Peacock, Marisa Peacock examines the various ways in which Big Data fits into marketing and helps to improve the customer experience in this article and infographic for CMSWire.com. Overall, companies can leverage Big Data to gain valuable information about customer needs, wants, and behaviors.
Three key points we like from How Can Big Data Improve the Customer Experience:
• Use customer intelligence, customer activity, and customer demographics to get to know your targeted audience
• Gain a competitive advantage by flattening data silos, looking for trends, and optimizing and prioritizing after identifying wear areas in customer service touch points
• Companies can create a 360-degree view of each individual in their database because of all of the opportunities Big Data affords for insight and learning
MyCustomer delivers news and advice on customer relationship management, customer service, and social CRM. This infographic demonstrates how service-based companies equip technicians with the necessary information to address customers’ problems in real-time, by utilizing Big Data.
Three key statistics we like from Improving Customer Service With the Magic of Metrics:
• 2/3 of companies provide executives with service performance data
• The best performers in customer service are 60% more likely to share service information across the organizations
• Top customer service providers are 60% more likely to measure field service performance in real time
Useful Social Media (USM) provides business intelligence on social media. In this guest blog from Conversocial, a leading provider of cloud-based social customer service solutions, the state of social customer service is examined from the past, present, and future.
Three key statistics we like from The State of Social Customer Service:
• 33% of respondents cite creating a full omnichannel customer experience as a key priority for their 2015 social customer service strategy
• 67% of those surveyed said that resolving customer issue is the top priority for their social customer service teams
• 30% of respondents identify lack of business intelligence surrounding social customer service as the biggest challenge they anticipate
Monetate powers multi-channel personalization for the world’s top brands. They examine the connection between Big Data and personalization in this infographic, which illustrates the fact that marketers understand the importance of using analytics for delivering relevant online experiences.
Three key statistics we like from From Big Data to Big Personalization:
• 94% of marketers agree online personalization is critical to their business
• 53% of marketers want to add online customer data to their customer profiles and be able to use that information
• 35% of marketers say data has improved customer engagement through personalization
KISSmetrics works to tell companies who is interacting with their content by tracking real people to determine where they come from, what they do, and who makes purchases. Their infographic visualizes how much of an impact customer service has on business.
Three key statistics we like from Why Do Companies With Great Customer Service Succeed:
• 50% of consumers give brands only one week to respond to an email question before they stop doing business with them
• 26% of consumers post a negative comment on social networking sites like Facebook and Twitter after a poor customer service experience, and 79% of those that complained about poor customer service had their complaints ignored
• 78% of customers have abandoned a transaction due to poor customer service
Intellipaat is a quickly growing, affordable e-learning and online training company that offers more than 100 courses for learners and offers round-the-clock support and lifetime access to courses. Their Big Data E-Commerce and Customer Service infographic illustrates the various ways in which analytics can be used to enhance customer service.
Three key ideas we like from Big Data E-Commerce and Customer Service:
• Cross-channel analytics provides insight into the path that the customer takes to conversion
• Companies use recommendation engines and predictive analytics to extract information from existing data sets in order to determine patterns and predict future outcomes and trends
• With all of the information gained from Big Data and analytics, companies are better equipped to make the right offer at the right time
Webinars, Videos, and Presentations
The Harvard Business Review seeks to improve the practice of management, and their interactive Leveraging Customer Analytics webinar from Deloitte Analytics’ John Lucker does just that. This hour-long webinar focuses on how customer analytics can be used to improve the customer experience and strengthen customer relationships.
Three key topics we like from Leveraging Customer Analytics:
• Customer analytics matter more now than ever
• Analyzing customer data can generate a higher return on marketing and promotions
• Insights from analytics can be used to reduce customer churn, lower acquisition costs, increase customer loyalty, and improve customer service efficiency
Analysys Mason is a global specialist adviser on telecoms, media, and technology. Their Big Data for customer service webinar, Using Big Data to Change the Customer Care Model, takes a close look at market changes in delivering more proactive customer care.
Three key ideas we like from Using Big Data to Change the Customer Care Model:
• Through the use of Big Data analytics to observe customer experience and predict when customers may call or interact with a service provider, companies take a more proactive and effective approach to customer care
• Benefits beyond decreases in call volume and bottom-line savings can be achieved when analytic systems self-learn to provide cognitive care
• Tools are available to enable a more proactive and cognitive customer care experience
MongoDB Inc. helps organizations create innovative applications at a fraction of the cost of legacy databases. In this twenty-four-minute MongoDB webinar, Kelly Stirman, Director of Product, and Graham Neray, Product Marketing Manager, examines how companies can improve customer service by generating 360-degree views of their customers.
Three key ideas we like from Thrive With Big Data Webinar Series – Part 3: Make Customers Happy:
• Big Data helps increase customer satisfaction, reduce churn, and increase revenue by opening up access to information and empowering customers
• The importance of developer appeal of Big Data solutions
• The importance of the applicability of Big Data solutions
ICMI empowers contact centers and leaders with innovative advice, information, and training so they can deliver great customer service and better contact centers. Presenters Sarah Stealey Reed, Sr. Manager, Workplace Services Call Center, Deloitte Services LP, John Neely, Account Manager, WhitePages Pro, and Erica Strother, Community Specialist, ICMI, demonstrate how to use data to the best advantage of agents and customers in this one-hour Big Data for customer service webinar.
Three key ideas we like from Big Data: Too Big? Too Much? What’s REALLY Needed in the Contact Center?:
• How to use data to increase engagement and improve customer service
• Which metrics are no longer necessary in the multichannel contact center and which should be reported up and out
• Where data is best used to solve customer problems faster and more efficiently and helps agents better assist customers
Use Big Data and Prediction to Improve Customer Care is a short video that shares key points and insights from the CRMXchange featured white paper of the same name, as presented by 7. The focus of the webinar and white paper is an Opus Research report that compares nine leading vendors based upon their ability to apply predictive analytic models of ongoing conversations across multiple channels, utilize machine learning, and drive action-oriented outcomes.
Three key ideas we like from Use Big Data and Prediction to Improve Customer Care:
• Companies can use Big Data and predictive analytics to orchestrate better business outcomes
• Companies utilizing Big Data are better able to support omnichannel conversations
• Companies that use Big Data are in a better position to identify new business opportunities
OgilvyOne shares the latest information and insight on how to use social media, mobile marketing, data, and digital to create customer engagement and grow business. Their Big Data for customer service video, Big Data for Smarter Customer Experiences, has had more than 52,000 views.
Three key ideas we like from Big Data for Smarter Customer Experiences:
• It is possible for businesses to collect and frame Big Data to create smarter experiences and easier lives
• More 2.7 Zetabytes of data exist in the digital universe
• Social and mobile technology are channels for enhancing customer service and building revenue
Keynote speaker on the transformation of customer relationships and the future of marketing, bestselling and award-winning author, and inspirational business coach, Steven Van Belleghem is inspiring companies to become “true customer-centric organizations in this high speed digital world.” His Consumer 2020 Show shares his insight and advice, and this particular episode demonstrates how Big Data allows companies to predict customer behavior.
Three key ideas we like from Consumer 2020 Show Episode8: Anticipate In Customer Service Via Big Data & Swop by Accent:
• Big Data enables companies to predict customer behavior
• Companies also can anticipate customer service based on Big Data
• Airports and supermarkets are two types of businesses that can best anticipate customer service through Big Data
United States Advanced Network (USAN) Solutions delivers amazing customer experiences with multi-channel customer engagement solutions. This Big Data for customer service video is a replay of a Big Data luncheon and seminar hosted by USAN that featured Paul Lilenquist, President of Focus Services and Clearview. He describes how his company uses Big Data to increase the performance of call centers.
Three key ideas we like from How Big Data Impacts the Customer Experience from the Call Center:
• Contact centers gather customer data through multiple channels: social media, the corporate website, mobile applications, and voice calls
• The contact centers are the best positioned organization within the business to leverage the data it collects
• The data and analytics should be used to aid decisions and enhance customer service
McKinsey on Marketing & Sales helps clients deliver above-market growth. In this Big Data for customer service Slideshare Brief, they share their insights on the importance of mastering customer journeys to turn excellent customer experience into growth.
Three key ideas we like from Customer Journey Analytics and Big Data:
• Across sectors, companies in the U.S. store at least 100 Terabytes of data, and those that know how to use it have outperformed their respective markets and have created competitive advantage
• Data-driven companies are 5% more productive and 6% more profitable
• Journeys are 30-40% more predictive of customer satisfaction and churn