One of the key changes taking place in customer service at present is customers becoming closer to brands. Customers are using more channels and interacting more often and they expect more of an ongoing relationship with the brands they love. Nike fans don’t just contact Nike when they have a post-purchase complaint. Look online and you will see people sharing images and comments about their favorite products – brands need to step into these conversations.
One way for brands to get closer to their customers is to analyze what they need. By using data analytics to examine past behavior it is possible to forecast what a customer might want in the future. A combination of their shopping behavior and what they say publicly on social channels can reveal powerful insight. We have all seen Amazon do this. You get to the checkout and they suggest another product you might need and half the time they are right – you add it to the basket.
This use of data and insights can also drive efficiencies across all processes and improve everything your business does – not just the CX. If you are building out a post-Covid plan for digital transformation (like everyone is doing right now) then are you exploring your customer behavior to forecast exactly what they want from you in the future?
The truth is that the future is always uncertain, but in 2021 this is probably even more true than ever before. Even those companies that braved the pandemic and came through to the other side are now facing a business landscape where their customer expectations have been changed and redefined by the pandemic.
Are you ready to change, and if so, do you have the agility and the knowledge about where you really want to go? The deep insights available from your customer data can mitigate the risk of changing direction without truly knowing that your customers want to follow the same path.
At Transcom, we have partnered with some of the largest companies in the world to help them with data-driven customer insight and our ideas around insight go deep into the behavior and needs of the customer. We aim to partner with our clients so we can both truly understand why customers behave the way that they do and how any future changes might affect the customer relationship.
The future is uncertain, but with smart analysis, it can be planned for. It makes sense to work with a partner that already enjoys a track record in helping companies across the world to get more insight from their data. One that is big enough to really make a difference to your business, but small enough to always be there for you when you call. A true partner shows you how insight into customer data can change the game as you build a post-Covid customer strategy.
I would like to hear your thoughts about how you are using data analytics to build your post-Covid future. Please feel free to comment here on CustomerThink or get in touch with me directly via my LinkedIn here.
Image credits: (1) Pixel Bay, (2) Unsplash @enginakyurt
Republished with author’s approval from original post.