Geolocation will play an important role in customer experience management
In the movie Minority Report, Tom Cruise’s character is asked by a holographic store clerk upon entering a futuristic version of The Gap “How did those assorted tank tops work out for you”? That’s right, even Tom Cruise of the future gets solicited for customer feedback! While holographic store clerks might not yet be a regular feature in the customer experience of today, geolocation triggered feedback is about to breakthrough into mainstream of customer experience measurement, modeling and management.
Thanks to the smart mobile devices being carried and used by customers for everything from product research to price checking (see 10 Things You Don’t Know About How Customers Use Smartphones) it is now possible to capture active and passive customer information right at the time and place customers are making decisions and indeed purchases.
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