Four Surprising Brands Using Big Data To Reinvent Customer Experience

Big Data is big business – and well-known companies are already making great use of Big Data to drive intelligent decision making.

These brands have moved themselves to the forefront of the Big Data conversation, and are influencing the way CIOs think about using Big Data to improve customer experience

1. Nordstrom (Seattle, WA USA)

Big Data hits fashion – providing a 360 degree view of the customer

A fashion retailer – typically involved in making and selling things – might be the last company that you would expect to be involved in a Big Data initiative, but fashion retailer Nordstrom has done just that.

With over 2m likes on Facebook and 4.5m followers on Pinterest, they are in a great position to use their social data to improve their customer experience.

Nordstrom is famous for its customer service, and its Big Data initiative is just another example of how they are using every tool at their disposal to redefine their customer experience.

Nordstrom has placed a big bet on Big Data, and will look to invest $1bn in e-commerce over the next five years.

2. DHL (Germany)

Big Data powers predictive support

In Germany, DHL is using postal Big Data to power a service called Geovista. Geovista uses postal data from Deutsche Post Direct and combines it with sociodemographic and housing data to provide marketers with info on new retail sites.

Using Parcel Volume Prediction, DHL is able to correlate data on weather conditions, illness outbreaks, and individual’s shopping behaviour.

For DHL, the ability to predict disruptions to the supply chain in advance is going to be critical to give them a critical advantage over the likes of DHL and UPS

3. Procter & Gamble (Cincinnati, OH USA)

Using simulation analytics to design new products

Simulation analytics is the science of using analytics to design new products. For a company like P&G, that means taking into account many different variables and create different models or designs virtually.

For example, developing a new dishwashing liquid, this can be as granular as predicting the impact that moisture will have on various fragrance molecules, so that customers get the right fragrance at the right time.

For a FMCG(Fast Moving Consumer Good) product with razor-thin margins – P&G famously talks about selling 2bn diapers to make $1bn – Big Data Simulation analytics can be the difference between success and failure.

4: Walt Disney Company (Burbank, CA USA)

Using Big Data to track customer behaviour

RFID is helping Disney take customer experience to the next level. It’s MyMagic+ vacation management enables users to track visitors to its parts, and personalize their entertainment.

Families going to one of Disney’s theme parks are issued with a rubber band embedded with customer chips. These bands act as park entry tickets, hotel room keys and credit cards.

Using MyMagic+, Disney can track guest behaviour such as products bought, allowing Disney to personalize and customize its marketing messages.

Through the power of Big Data, Disney is offering a more immersive, seamless and personal experience – radically evolving the interaction between customers and company.

Who to follow – Big Data experts on social media

According to Forbes, the eight must follow Big Data accounts on social media on Big Data are:

· Bob Gourley of CTO Vision, @bobgourley

· David Smith of Revolution Analytics, @revodavid

· Klint Finley of SiliconAngle, @klintron

· Barb Darrow of GigaOM, @gigabarb

· Kristen Nicole of SiliconANGLE, @KristenNicole2

· Jeff Kelly, @jeffreyfkelly

· James Taylor, @jamet123

· Vincent Granville, @analyticbridge

Almost every business has business insight locked away in its data. What’s your Big Data opportunity?

Published by

Kristian Carter

Kristian Carter is a marketing technology advisor (MTV, Global Radio, Coca Cola Japan, Uniqlo, Tesco, Automic, Featurespace, MidVision), and has had work featured in The Next Web, Forbes, Huffington Post, and TechCrunch. Kristian has been called a “social media maven,” and has spoken at conferences including LikeMinds, Media140, WebTrends due to his expertise in targeting the youth market. He is a graduate of Oxford University, receiving a B.A. (Hons) in Philosophy, Politics and Economics.

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