http://smartenoughsystems.com/wp/2008/05/02/heres-how-you-can-deliver-extreme-personalization/ Delivering competitive advantage with smarter systems through automating decisions Sun, 07 Sep 2008 06:54:29 +0000 http://wordpress.org/?v=2.5.1 http://smartenoughsystems.com/wp/2008/05/02/heres-how-you-can-deliver-extreme-personalization/#comment-10266 Jeremy Thu, 05 Jun 2008 19:32:58 +0000 http://smartenoughsystems.com/wp/?p=396#comment-10266 Thanks James, I believe that's the first time one of my stories has been described as "cute." I agree completely that the level of personalization that school showed doesn't scale for large companies (and wouldn't have for the school if it wasn't for a huge endowment) and you're right on about analytics technology being able to create a similar effect much more efficiently. Ultimately you have to care about the little things as part of your company's culture. If employees don't really care who the customer is or what they're looking for, that's not service. All it takes is a little investment and a little attention to detail to make a huge difference for customers.   Thanks James, I believe that’s the first time one of my stories has been described as “cute.” I agree completely that the level of personalization that school showed doesn’t scale for large companies (and wouldn’t have for the school if it wasn’t for a huge endowment) and you’re right on about analytics technology being able to create a similar effect much more efficiently.
Ultimately you have to care about the little things as part of your company’s culture. If employees don’t really care who the customer is or what they’re looking for, that’s not service. All it takes is a little investment and a little attention to detail to make a huge difference for customers.
 

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