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Using Multiple Data Channels to Understand Online Customer Needs
Information Today - Medford
Subjects: United States; Software & computer services industry; Product planning & development
Author: Gao, Kevin
Date: Jul/Aug 2013
Start Page: 24
Pages: 1
Section: INSIDER'S PERSPECTIVE
Abstract (Document Summary)

Grasping the needs of your online customers is crucial to providing them with the content, sales, and promotions that they desire. Knowledge is always power. You can't provide customers with what they want in a fun and engaging manner unless you understand them on a deeper level. Many online customers do comparison shopping and need a compelling reason to choose one vendor over another. But by understanding their needs, you can deliver a more personalized experience that can translate to an overall competitive edge for your business. Live-chat software with a visitor-monitoring function offers businesses a way to gather real-time customer data on an individual basis. New services such as UserVoice are using the power of crowdsourcing to give companies valuable information about the issues that concern their customers the most.

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