- Still, businesses today are amassing customer data by the “too-much-a-bytes” to sift out the idiosyncrasies and novelties in the data in the hopes of achieving the holy grail of customer intimacy. Add to this our circles and the external influences that spark constant change, and we have a decidedly daunting task.
In our last #CXO Twitter chat, Dr. Kirk Borne, Professor of Astrophysics & Computational Science at George Mason University, led the conversation. It was clear that there are differing opinions on how much data businesses need to collect and whether customer intimacy is elusive or not. Added to that, the jury is still out -- do customers really want intimacy? What do you think?
Here are some nuggets from the #CXO conversation last Monday at noon EST.
- Do businesses need to capture everything about customers to uncover nuggets and novelties to enrich the customer experience? Why or why not?
- — jameskobielus (@jameskobielus)Mon, Aug 26 2013 16:05:43A1: #cxo We don't need 2 capture literally EVERYTHING about anybody 2 know them reasonably well. What we need 2 know is what they truly want
- — jameskobielus (@jameskobielus)Mon, Aug 26 2013 16:06:43A1: #cxo What businesses need to know about customers is that subset of "what they truly want" that the business can realistically address
- — jameskobielus (@jameskobielus)Mon, Aug 26 2013 16:07:58A1: #cxo For example, the coffee shop down the street doesn't need to know my banking needs. Just know that I like it hot, fresh, & cheap
- — Stephanie Thum (@stephaniethum)Mon, Aug 26 2013 16:05:42A1 Knowing everything about the customer isn't necessary IMO. Open lines of communication, however, *are* necessary. #CXO
- — Padma Bhamidipati (@padma8376)Mon, Aug 26 2013 16:05:45
- — Jenni Palocsik (@jpalocsik)Mon, Aug 26 2013 16:06:31
- — Stephen Abbott (@SJAbbott)Mon, Aug 26 2013 16:07:31A1 Creepy factor notwithstanding, too much data can paralyze the human interaction that is at the root of customer service. #cxo
- — Natasha Bishop (@Natasha_D_G)Mon, Aug 26 2013 16:08:20
- — IBM big data (@IBMbigdata)Mon, Aug 26 2013 16:08:45
- — jameskobielus (@jameskobielus)Mon, Aug 26 2013 16:09:11A1: #cxo But it is important for a biz to capture entire history of my relationship with them, my entire interactions, & my entire feelings
Idiosyncrasies, Novelties, Degrees & Customer Intimacy
Understanding the mysteries of the human mind and the impetus for our actions has long been fodder for much scientific research. There are so many different facets that make each person unique -- "no two minds think alike" -- not even twins.
byIBM big data139 Views