With analytics, brands can see the world as their customers do ‒ and shape real-time customer interactions accordingly. And according to latest Harvard Business Review Analytics Services Report, Real-Time Analytics: The Key to Unlocking Customer Insights & Driving the Customer Experience, real-time analytics is a critical enabler. The report is
We've been saying that the customer is queen or king for quite some time now. And in the coming year, that will be truer than ever. The customer determines where he or she finds information and which channel and which supplier gets the sale. And there is an abundance of
Privacy is a perennial issue. Whether it is a data breach at the IRS, deliberate leaks such as the Panama Papers or simple non-compliance of data rules, privacy is a regular source of news stories and concern to those responsible for managing personal data of any kind. The Internet of
Today’s retailers have access to vast stores of data that allow them to create the personalised retail experience that customers have come to expect. Used in the right way, analytics can be the key to bringing customers in through the door, building a better online experience, or simply helping weather
In the past, the supermarket wars were fought on location and floor space. The biggest supermarkets had the most space in the best locations. Today it’s very different as battles are won and lost on price, loyalty and maintaining profit margins. The price of milk rose to the top of the
Collecting and counting points in order to reach a threshold - and ultimately receive some sort of reward - these are the loyalty programs we know of today. Recently I have read a lot about how brands are looking to overhaul their loyalty programs - to reach more customers and
Personalization - it's all the rage! And it's no wonder because people are coming to expect a personalized experience both online and offline, driven in part by the mobile experience. Analytically-driven marketing software makes personalization possible and examples abound of organizations that are doing quite well at it. But here's the catch
‘These shoppers ain’t loyal’: The sentiment expressed in "Loyal," a song by American singer Chris Brown, struck a cord with me, particularly around consumer behaviour. Whilst Brown may be decrying the erosion of loyalty in a very different setting, it's not a stretch to imagine how his lyrics might ring
Omnichannel, Internet of Things and customer loyalty were just three of the terms you heard over and over again on the conference floor and in presentations at retail's biggest conference last month. If you had to miss the Retail Big Show in New York City, the article "Retail's Omnichannel, Data-Driven Revolution is
Just this week, I had a whirlwind experience with three customer loyalty programs that left me scratching my head (and not necessarily feeling loyal): Loyalty Experience#1: No value The other day, I went out to dinner with a friend of mine. The restaurant we went to is part of a
