Comments on: The Benefits of using Customer Data

By: Align your Customer Service | Gary Eckstein

Align your Customer Service | Gary Eckstein — Sun, 20 Jun 2010 21:06:01 +0000

[...] over competitors and a good means of understanding what an organization should be doing regarding customer service is to have a Customer Service Strategy. What follows are two examples of customer service that [...]

By: Gary

Gary — Tue, 24 Nov 2009 15:59:33 +0000

Thanks Phil. FlyBuys certainly has to be commended on being proactive in Social Media!

By: Phil Hawkins

Phil Hawkins — Tue, 24 Nov 2009 15:14:04 +0000

Thanks for the clarification Gary. I'm a little disappointed you relied on one online source, based on isolated comments made by a consultant whose visit was sponsored by competitors to FlyBuys participating businesses, and whose claims were refuted in the same article. While your shopping experience may not appear personalised say at point of sale (and I would challenge you to nominate one "bricks and mortar" retailer who does do that in a significant manner at point of sale, as opposed to an online experience such as Google and Amazon), FlyBuys data has been used to drive store ranging and even store selection, to name but two areas. In addition, FlyBuys communications continue to be tailored to be relevant to the recipient – it's something we've been doing consistently for fifteen years.

By: Gary

Gary — Tue, 24 Nov 2009 10:45:00 +0000

Thanks for the comment Phil. My conclusions have been derived from Online sources as well as personal shopping experience (I use a FlyBuys card). I really cannot claim to have noticed any personalization of my shopping experience through data attained about my shopping habits by my using a FlyBuys card. When I visit Google or Amazon (two other companies named in the article) I am immediately able to notice personalization based on previous visits. Of course it is possible that FlyBuys is attaining the necessary data and feeding relevant data to retailers and those retailers are not being effective at using the data.