Big Data has received a lot of attention over the past few years. Mostly retail, technology, and service companies have realized that using Big Data can help them gain a huge advantage over its competitors. Companies like Amazon have taken advantage of this situation and implemented the use of Big Data within its daily operations. For example, if you have a problem with your Kindle, you can place a service request on Amazon’s website. Then, a customer service representative will call you within seconds. The customer service representative will already have your information pulled out along with the problem you are trying to resolve. Amazon’s customer service allowed its customers to have a hassle-free experience by building trust and a relationship with them.
This article provided a fresh perspective on how companies such as Amazon will use Big Data to their advantage. I think the usage of Big Data is crucial today since many companies lack personal touch in their communications with customers. Customers are tired of being treated as a mass, since they want companies to treat customers as individuals. It’s great to see companies are improving on their customer outreach tactics. For example, Netflix actually tracks and stores the TV shows or movies that you watch most often and then builds a custom list of TV shows or movies that is recommended for you. This creates a personal touch, where the viewer would be able to see a recommended TV show they have never heard of. I’ve also seen this type of data collection from the music app, Spotify. Spotify collects data on the music you listen to and then creates a playlist of recommended songs for you. This is a great way for Spotify customers to listen to new genres and artists they’ve never heard of before.
Companies must learn how to collect and use the data from customers. I think there is a fine line on how much data companies should actually acquire of customers. There may be a privacy concern, where some customers might not feel comfortable with giving away their personal details to companies. So, there should be an option to opt-out of certain information criteria during the collection process. However, I still strongly believe in Big Data as a good thing. Big Data will help both ends of the spectrum. Companies will be able to gather valuable information on how to serve their customers better and customers will have a much more tailored experience. I feel that as long as companies keep their data collection transparent and allow customers to have control on what they share, then Big Data is the way of the future.