Over the past few weeks, I’ve written on a broad range of topics pertaining to the customer journey. While we went wide and deep, the main takeaway was this: to properly measure the effectiveness of their marketing initiatives, brands must view all of their data (pulled from all of their touch points) concurrently and through the same lens. This got me to thinking about heuristics, and how my assumptions were framed by the teeny tiny amount of information available to me.
But let me…Continue
Added by Katrina Per on May 11, 2016 at 11:21am — No Comments
Big data analytics finds immense application across the entire business. One area which can have direct, measurable and visible impact is the area of customer service. Data has been used since time immemorial to improve customer service, but it is only recently that the full power of predictive analytics is being applied in this function. Organizations, both large and small, are using big data…Continue
Added by Aureus Analytics on November 24, 2015 at 1:00am — No Comments
"Look, they are one people, and they have all one language; and this is only the beginning of what they will do; nothing that they propose to do will now be impossible for them. Come, let us go down, and confuse their language there, so that they will not understand one another's speech." (Genesis 11-6,7) On the distance between expression, meaning, and action resulting from growth of populations and…Continue
Added by Don Philip Faithful on October 31, 2015 at 6:20am — No Comments
The Banking industry generates a large volume of data on a day to day basis. To differentiate itself from the competition, banks are increasing adoption big data analytics as part of their core strategy. Analytics will be the critical game changer for the banks. In this infographic we explore the scale at which banks have adopted analytics in their business.…Continue
Added by Aureus Analytics on October 11, 2015 at 10:54pm — No Comments
When I talk about "the institutional response," I am referring to an increasingly common occurrence: a standardized or large-scale approach is supported, promoted, and applied by a particular institution - sometimes governmental in nature - premised on its apparent suitability or superiority to achieve desirable outcomes. I suspect that in recent years, there has been a push to get citizens to file their income tax returns electronically. I know that in Canada, it has become difficult…
Added by Don Philip Faithful on May 16, 2015 at 8:48am — No Comments
We read articles about problems in companies due to customer experience and we wonder why with all the hype about data and analytics these companies are blind to the facts. In todays business environment the term customer experience is frequently followed by the word data.
“We monitor our customer experience using massive…Continue
You’ve gathered up customer data which is more valuable than gold, but now what? Whether you paid for big data, got it for free or conducted your own surveys to drum it up, that’s only the…Continue
Added by Larry Alton on May 30, 2014 at 8:52am — No Comments
We are all increasingly active in the digital space. 70%+ of people in the EU, and growing, use the Internet*, all contributing towards more data generation. But public misperceptions and perspectives on data and how it’s used for marketing, threaten to limit data’s potential curtailing marketers’ abilities to provide personalised services. Careful data usage greatly enhances our lives. Unfortunately, fear or irresponsible use (a thankfully rare occurrence), along with some sensationalist…Continue
Added by Jed Mole on February 27, 2014 at 3:30am — No Comments
Please join us in New York at the Sentiment Analysis Symposium Customer Insight Analytics Workshop on March 5 where Steven Ramirez, CEO of Beyond the Arc, will be presenting The Road to Customer Intelligence: Data, Analytics, Insight.
The afternoon workshop will offer a thorough, practical look at elements that business analysts, managers, and executives must master to compete in today’s…Continue
Added by Steven Ramirez on February 3, 2014 at 7:17am — No Comments
Consumer complaints about financial institutions are never all that surprising. When it comes to money—purchasing, saving and borrowing—many people are sensitive, protective, and cautious, especially in tough economic times. Consumer confidence has waned in the past decade, and the reputations of banks (mortgage lenders, in particular) has suffered. Yet…
Added by Steven Ramirez on January 27, 2014 at 8:06am — No Comments
Relationships are built on trust and mutual understanding – if a company wants customers to trust them with their data, the company must foster that trust. Data governance and sensitivity about your customers’ data must be enforced internally and communicated externally – to your customers.
Added by Ben Gold on April 22, 2013 at 11:30am — No Comments
Relationships are built on trust and mutual understanding. Building a 360 degree customer data profile facilitates the marketers’ understanding of their customers. This in turn, helps marketers provide their customers the best experience and service, target product offerings, and produce relevant communications. The key to building a 360-degree customer profile is aggregating as much relative data as possible. Centralizing the 360-degree profile in an easily accessible and robust…Continue
Added by Ben Gold on April 17, 2013 at 11:30am — No Comments
Excellent customer communications is now a recognized component to drive sales and give Insurance companies the competitive advantage. Here are some tips when utilizing analytics to solve marketing solutions while keeping the customer in mind:
Added by Ben Gold on January 10, 2013 at 12:00pm — No Comments
Two weeks ago I attended the Customer Insight & Analytics Exchange in London, in which I participated as a speaker. See Maz Iqbal's account of these two days here:
One of my personal highlights from day 1 was Suresh Vittal's presentation (Forrester). He…Continue