When I walk into my local chicken shop I always feel that Mary, the owner, has roasted chickens, prepared salads and put on extra rice pudding for my family’s Friday night meal. Mary welcomes me with open arms, greets me and my son by first name and always has an
In my previous post, I discussed some of the challenges and costs organizations face when they’re stuck in Excel hell with no real data strategy. Now that we’ve discussed the problem, let’s dive into the solution. Every organization needs a data strategy with these building blocks: Your top priority is
Do you ever stop and think about why it’s so hard to get really great customer service? As consumers, most of us are making transactions all day long, but it’s rare that someone actually surprises or delights us. More often, we rack up negative experiences. Think of what it’s like
I’m still old school enough to enjoy reading the local News & Observer on weekends. I even like flipping through pages that leave my fingers smudged from newsprint. I was reading an editorial piece a while back, and a phrase leapt out at me. A correspondent wrote, “We are in
I realized a little while ago that I may have more loyalty cards and memberships than the average person. (And that I more actively prove my loyalty than the average person). But as anybody who has ever signed up to a mailing list or for a store card knows, having
If you know me, you know two undeniable things (other than my love for froyo): I consider shopping a sport and I am an Analytics geek. Being an Analytics geek means that I see potential for using data everywhere, and never more than when it’s my data as a customer.
SAS recently held the Detroit Automotive Analytics Executive Forum to bring together leaders from the Industry. We heard from an experienced group of leaders on the future of the automotive industry, best practices for analytics success, innovative retail analytics, customer experience analytics, the connected vehicle, and competing on analytics. Following
Who is your best customer? The answer to this question can vary dramatically depending on your industry. A retailer’s best customer is someone who comes back to their store over and over again. A gym owner’s best customer could be considered consumer who pays their monthly on time but never
My previous blog posts here for marketing have centred on data-driven marketing themes and how marketers can exploit data and analytics to create a more customer-centric, fact-based culture. And by extension, how this, combined with quality execution is likely to lead to better customer experiences and improved customer equity. This
You've probably heard many times about the fantastic untapped potential of combining online and offline customer data. But relax, I’m going to cut out the fluff and address this matter in a way that makes the idea plausible and its objectives achievable. The reality is that while much has been
