Facebook knows you better than your mama knows you.
Don’t you be talking about my mama!
But seriously, how well do you know your customers?
Facebook knows who your friends are, where you went to school, who your parents are, what you like to read, your interests, and who your email provider is. Most of my old friends who came back to me found me on Facebook. There is no other way to find people these days now that we are all over the place. Thank God for Facebook. Personally, I feel there should be a national database of people that you can look up based on name, home town, or other things. But, in any case, the important thing Facebook knows is what you like. If a business knows your habits and what you like, they can cater to your needs.
In Facebook’s case, they can offer you friends who have similar likes and interest, articles that will please you, and maybe even products. Big businesses sometimes get it. They understand that knowledge is key. But, small businesses don’t bother understanding their clients. In the old days when people used to know each other, they knew their clients needs from knowing them. But, in this hi-tech age, you don’t ever see anyone. So, you get to know people by studying data. See what they click on, and what they like. You can survey them too, but what they say they like and what they click on may not match up as much as you think.
As a BPO or small business owner, you can keep database records of your client’s habits, wishlists, and other information about them. What information you keep is up to you, and your database will evolve over time. Yes it is expensive to maintain a database and dealing with the programmers is no easy task either. But, without knowing something about your clients and being able to segment them, you will not know how to please them.
SHELLY: Would you like your data entry done within 72 hours like you did last time, or would you prefer the two week economy package.
RAMESH: Oh, you kept records on how I purchased last time. I don’t even remember myself. Wow! You must be a very attentive company.
SHELLY: Well, we try. And next time you come by, did you want two glasses of masala chai with two lumps of sugar, or do you want to try a new energy drink called zap?
RAMESH: You even remember how many lumps of sugar I take? Usually I take one, but your chai was extra robust so I took too. I’ll do chai, but I’ll have a sip or zap.
SHELLY: Do you want a morning appointment like last time?
RAMESH: This time let’s do 3pm as my wife needs me to help her in the morning.
SHELLY: Oh yes, Amrita. Her Master’s degree program ended a week ago. Tell her I give her my congratulations.
RAMESH: I am getting my own Master’s degree just listening to all the things you know about me. Now, what is my online banking password?
SHELLY: Why, did you forget?
RAMESH: No, I’m just testing you.
SHELLY: It is 1811516.
RAMESH: I”m just kidding I don’t use online banking.
SHELLY: I know. I was just pulling your leg.
RAMESH: Ah-ha! Got you. I just had it amputated…. Just kidding.
SHELLY: You are too much. See you at 3pm. Parking is in the rear. We’ll assign you a spot that says, “Parking for Ramesh(es) ONLY”