Have you had a customer conversation lately?

29 Nov 07 - Mark Klein

I like the elegant language we use talking about customer loyalty -‘predictive analytics’ and ‘behavioral targeting’ come immediately to mind. They make loyalty work sound almost like an academic discipline. Good for the ego.

On the other hand, the 50-cent words tend mask the beauty of what customer loyalty applications really accomplish - which is to is let a business person have a privileged and private ‘conversation’ with each and every customer – no matter how many customers are on the books.

You need to be a good listener to learn anything from the conversation. And the process involves some sophisticated math, but the computer does that. However getting to know your customers and their habits definitely isn’t brain surgery.