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Five Keys to Effective Customer Experience Personalization
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  • 4/23/2015 2:05:21 PM
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..

If it wanted to bother, a hotel could sift through quite a volume of data about me that's probably now available online. But I'd make it simple with just three top preferences:

(1) Good strong, easily accessible wi-fi, (2) no bedbugs, (3) toilet that flushes without hesitating or choking...

 

Re: Where's the line?
  • 4/23/2015 6:51:24 AM
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@SethBreedlove haha, that's a good one on about the linens. For establishments that track cellphones, what wireless technology are they using? Is it bluetooth, NFC, or just raw cellular signal?

Re: Where's the line?
  • 4/6/2015 4:13:42 PM
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There are a number of ways that unknown guests can be tracked. For example stores that track which cell phones are carried into their stores and the walking patterns they leave behind.  F.Y.I. Hotels are tracking stolen towles with linen tracking technology. Hotels Can Track Those Towels That You Steal

Re: Where's the line?
  • 4/3/2015 4:24:05 PM
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Hi Terry,

Good point, and that could certainly be one approach to take, but it is definitely situationally-dependent. If your goal is pure discovery for what the data can reveal to you, then by all  means collect it all and analyze it.

But with a specific goal of personalizing visits, there is some point at which collecting and analyzing will yield diminishing returns and you have to work with the imperfect information you do have access to. And to try to do that in real-time or near real-time, that puts a premium on action and responsiveness, which would constrain the ability for open-ended analysis.  Maybe someday...

Thanks again for the comment!

JB

Where's the line?
  • 4/3/2015 1:46:48 PM
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"For every piece of data the you collect or insight you derive, be sure to ask yourself what you would use it for. If you don't have a good answer, don't waste your time."

But if the whole point is finding trends or commonalities among unknown guests, aren't you potentially tossing out or ignoring data from which a portait or composite of these unknowns begins to emerge? I get that you don't want to vacuum up every piece of data you can about them, but that line is going to be different for every project or company.



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