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May 1 Posted 2 years ago
Hi Alex, good job.
In my opinion it is important to know your customers at best. The more you know about your customers, the more likely it is they’ll be return. The Customer Service will have a strong customer relationships if you know everything about users BEFORE they call.
Profile data is not only age and location, but it involves also occupation, hobbies and so on; knowing that, it may be possible to link even very different people, for example a young boy and a middle-aged mum, based on what they like both.
The data are always changing: location, employer, hobbies, age...... not to confuse young customers with older customers.
Even a change in income can affect what kind of customer service you give someone; for example, a returning customer with economic trouble can be supported with deep discounts during this times to remain a loyal customer....
The Customer Intelligence is evolving in Social Customer Intelligence. Some solutions are coming from the Identity Mapping of Social Customer, that optimize and integrate the information of traditional CRM to support better the Customer Service.