To know your customers is crucial if you want to provide excellent customer service to make sure your customers come back. Back in the days, when brick and mortar was king, knowing your customers was easy. You would see them every day and get to know them on a personal level.
However, in today’s digital age, how do you get to know your customer on a more personal level? How do e-commerce sites get to know someone who is pressing a button a thousand miles away?
The answer is data.
How Does Data Enhance Customer Service?
Even though customers don’t go to brick and mortar stores as much as they did ten years ago, they still expect the retailers they are doing business with to get to know them on a personal level. But, how do you do that in a digital age?
Amazon is a category leader on this front. Around 35% of their sales come from suggestions they collect from past customer activity.
Online retailers have all the data they need to extrapolate customer preferences, including information about previous customer service actions and past orders. Using this information to give customers what they want when placing an order is key to keeping them to come back.
See Also: How Can Retailers Survive The Millennial Apocalypse?
How Important Is Customer Loyalty?
Most online retailers don’t turn a profit on a customer until they have shopped there several times already. The more frequent a customer shops at an online retail outlet, the larger their order will get. Return customers are important for profitability…
The post Know Your Customers In The Digital Age appeared first on FeedBox.