Conversation Agent - Valeria Maltoni - Customer Satisfaction: What are You Looking at?

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connecting the dots will come with apps and our permission to share more of the data automating it from physical experiences. While my favorite store may have my credit card data potentially available, without context, the reason why I make certain purchases, tied to events, situations, geography, any data that contextualizes what is otherwise a transaction, it will be hard for merchants to get a good "read" on what I'm about. Add to that, that the personnel making those transactions is not necessarily trained in anthropological enthnographics...

do you find that this work is being done more in the country, or is the data gathering and call center support happening still by and large abroad, away from cultural contexts and -- potentially -- behind language barriers?

The piece of this blog post that struck me the most was Beth's comment about data disconnection. I have been saying for a long time that my dream is to be able to connect the dots (all the way from a customer reading my tweet to making a purchase at their local grocery store if possible).

It's not about looking at one singular metric or set of metrics. It's about making the connections, and finding insights. Do returning visitors have a larger order size? Can you figure out why? Really digging in and making meaningful connections.

Rant/two cents over.

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  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


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