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Data-capture and the customer experience
 

Data-capture and the customer experience

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Overview of some of the data capture technologies starting to impact the consumer space, prepared for a guest-lecture at the Schulich School of Business MBA program.

Overview of some of the data capture technologies starting to impact the consumer space, prepared for a guest-lecture at the Schulich School of Business MBA program.

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  • http://blogs.wsj.com/venturecapital/2010/07/12/the-100m-revenue-club-eharmony-captures-hearts-of-vcs/http://www.buzzfeed.com/awesomer/the-truth-about-online-dating/
  • Social networks exist everywhere, there’s opportunity for social network analysis anywhere you have people doing things and interacting with one another.

Data-capture and the customer experience Data-capture and the customer experience Presentation Transcript

  • Hi, I’m Jeff DeChambeau.
    I studied Philosophy at the University of Western Ontario, and spent the last five years working at Don Tapscott’s IT business strategy think tank, New Paradigm (later nGenera Insight) (also, this is how I know Paul).
    My research focused on the intersection of data collection and customer experience.
    Some of the people I’ve worked with over the years: Andreas Weigand (former Chief Scientist of Amazon), Bruce Rogow (founding partner of Gartner), Sean Moffitt and MikeDover (authors of Wikibrands), and even Ray Kurzweil and Kevin Kelly.
  • Goals for today:
    Share some cool case studies
    Find a new way to think about capture and use
    Group thought experiment about data opportunities
  • Data-based business models
  • Dating sites know people
    Overall industry value >$1B/yr
    More than 10% of both U.S. and China (40M U.S., 140M Chinese)
    Two biggest, eHarmony and Match.com have 20M and 15M users respectively
    OkCupid is probably most interesting, were acquired by Match.com for $50M
    LinkedIn is structurally almost identical to a dating site
  • With all this incredible ‘Like’ data, why are facebook ads still so bad?
  • Facebook isn’t the only social network
  • Founded in 1996
    2010 revenue in the 100s of millions
    Valued at $2-4B
    Privately held
    More profitable per employee than Google or Apple
    Probably the closest thing the gaming industry has to a Pixar
  • Measuring the customer experience
    In-game
    Real life
  • Seem bit extreme?
    What about:
  • Other consumer data types
    Value of data
    Ease of capture
  • Privacy policies and data markets
    (Read: go nuts)
  • Thought experiment: Data capture and collection
  • Give users a reason to volunteer their data.
    Capture/collect data from many sources to better-understand consumer behaviors.
    If you like, sell your own data as a commodity.
    Use customer data to improve the customer experience, or else get ready for angry customers.
  • Thanks! If you want to follow up:
    jeff.dechambeau@gmail.com
    jeffdechambeau.com
    @jeffdechambeau