Home > Blogs > How does Data Science Improve Customer Relations?
Do you ever wonder how brands such as Netflix, Amazon, and Spotify remain so popular? They offer great services and people use them, but their brand image is based on more than their services. It is their personalized user experience and amazing customer relations that keep them popular among their audience.
Industries need to understand their customers to continually keep up the customer experience. And they need the omnipresent field - Data Science to achieve this goal.
Organizations are rapidly realizing the game changing impact that customer data can have on the various aspects of their business. This data can be leveraged into creating proactive pathways back to the customers.
Data science and customer relations
The manner in which companies interact with customers has changed over the years. With an increase in services and advancement in marketing technologies, companies can no longer guarantee continuous success. To distinguish a business, you have to focus on enhancing customer experiences.
Data science involves harnessing customer data and extracting valuable insights from data with speed and precision. It helps businesses make better decisions by analyzing customers’ thoughts and behavior. Understanding what customers want and need makes it easier for businesses to create experiences for them to keep coming back. Companies that use data science as their secret weapon to transform analytical data into beneficial information can testify to better customer relations.
Businesses are ensuring stable revenue by focusing more on increasing customer retention and reducing churn. Below are two basic ways to build better customer relations using data science:-
1) Creating customer profiles:
Businesses need to recognize that customers are the new focal point of marketing. The key to loyalty is to understand customers better than before. For this, data science is utilized to create and maintain customer profiles to measure a customer’s journey at every touch point across multiple channels.
To construct customer profiles, it is necessary to structure available data according to their demography, buying patterns, log data, etc. It should include all sources of data such as real-time customer purchases and historical purchases, which are tracked through social media, geo-location, web analytics, e-commerce platforms, etc. This integration of data and updating of customer profiles will make way for relevant and customer-centric communication.
2) Personalized customer interaction:
The key to quick and improved customer relations is to understand unique consumer needs. This will help you generate and improve your personalized responses. Machine Learning, one of the revolutionary branches of data science allows businesses to keep tabs on preferences of each individual customer.
Predictive Data Analytics, which is also an indispensable component of data science effectively predicts future behavior of a customer and crafts your brand into the ‘helpful, mind-reading friend’ that they need. Segmenting customers based on similar attributes and relevant product features has resulted in marketers orchestrating customer experience and increasing customer loyalty.
The personalized recommendation system of Amazon and Netflix has proved just how powerful customer data can be. After learning user preferences, these two online giants implemented software programs to come up with a list of recommended items for users. It encouraged subscribers to keep coming back for more. Consumers return for more when they feel that their connection with the organization is personal and individualistic. So the more companies use data to their favour, the better will be their customer relationships.
At every stage of a product lifecycle, companies can deliver the right message at the right time. However, this becomes possible only after they collect, analyze and learn how to use customer data. By gaining actionable insights, data science can evaluate customer lifetime value and estimate long term profitability. Companies that fail to embrace data science and customer relations will not only fail to grow, but will also most likely be left behind.