In my previous post, I examined ethics in a data-driven world with an example of how Facebook experiments on its users. Acknowledging the conundrum facing users of free services like Facebook, Phil Simon commented that “users and customers aren’t the same thing. Maybe users are there to be, you know... used.” What about when a
I have previously blogged about how the dark side of our mood skews the sentiment analysis of customer feedback negatively since we usually only provide feedback when we have a negative experience with a product or service. Reading only negative reviews from its customers could make a company sad, but could reading only
If a key concept of customer centricity is understanding relationship networks and any individual’s sphere of influence, it is critical that the organization of the data incorporate two different aspects of these networks. The first is the concept of a relationship, which can bind a customer to some other entity
