Using Analytics to Personalize Consumer Service: Lessons From Netflix & Amazon

The discussion of how management teams can use analytics and performance metrics is most often focused on the business side of the house—how to improve unit cost or customer service or team productivity. But the next frontier is turning the power of metrics and management into better treatment services.

For managers who want an everyday example of organizations outside the field that are using data to “match” a consumer to a product, think Amazon and Netflix. Amazon’s recommendation algorithms are based on seemingly few elements: a user’s purchase history, items in their shopping cart, items they’ve . . .