It seems like everyone is searching for ‘best practice’ these days. We are constantly looking to learn from what is being held up as good, leading and perhaps even the best itself. While this is a valid exercise, I believe we are missing an opportunity to take a closer look
This is a follow up to last week’s blog on understanding your customers’ perceptions of quality. As the world’s largest manufacturer of PCs and tablets, Lenovo is always looking for areas to reduce costs while increasing quality and customer satisfaction. Six months ago, Lenovo implemented the Lenovo Early Detection (LED) system
People are talking about your products. But more importantly, they’re listening. Facebook, Twitter, review sites, and product forums are just a few of the sources that a savvy customer checks when making a buying decision. This reality has fundamentally changed the definition of quality. It’s no longer sufficient to conform
Well okay maybe you can't hear us, but at least you can read what we have to say. Although, I'm not ruling out an occasional video or podcast entry. One of the best kept secrets at SAS is the incredible domain expertise that comes to work here everyday, ready to
Increasingly, automotive executives want to talk about the "Art of the Possible" in analytics. So we took the opportunity to invite leaders around the industry to an Automotive Analytics Executive Roundtable to share their stories and spark new ideas. A myriad of diverse speakers covered a variety of topics on big data/Hadoop, the
According to analyst firms, consulting companies and various other research, customer experience is the primary priority for insurance companies. But is customer experience overrated? Let’s start by considering the primary interactions between an insurance company and its customers: new business, billing, renewals and claims. Ask any insurance executive, especially property
There’s a restaurant here in Raleigh called the Angus Barn. It’s one of my favorite places to eat and unwind after work. They’ve got top-notch steak and quality cold beer, but what really sets the place apart is the customer experience they provide. There’s a cigar room in the back
It’s no secret that SAS is a constant among Best Places to Work lists all over the world. But, what many may not realize is the connection between creating a company employees want to work for, and creating a company customers want to work with.
Data-driven marketing is all about how marketers can harness data and analytics to create a more customer-centric, fact-based approach to customer engagement. This, combined with quality execution leads to better customer experiences and improved customer equity. However when looking at customer-brand interactions in silos such as in the call centre
In the days before the Internet, I’d pull a promotional flyer or catalog from one of my favorite retailers out of my mailbox or newspaper like an excited kid hoping it contained something I coveted. And at price so amazingly low that I’d feel no guilt in buying it. More
