There is one equation every retail store, call center, traffic, airport or hospital manager should know by heart. No, it’s not E = mc². The one I had in mind is this: W = 1 / (μ – λ) It may not look like much, but it can mean the
En este mundo interconectado en el que vivimos, ser un competidor fuerte en la economía digital es, además de importante, clave para alcanzar grandes resultados. Por tener gran influencia en los procesos internos de gestión, así como en las operaciones que se desarrollan de cara a los clientes, la Analítica
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
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.
It's that time of year: Awards season. While we on the SAS Social Media Team will be happily following along this Sunday for the 87th Annual Academy Awards (via Twitter, naturally), we thought it only appropriate to use this as a time to celebrate our customers in social from 2014. From
As my followers can attest, my normal viewpoint in this blog is as a marketer focused on marketers. And I try to stay true to the tagline of this blog: Evolving relationships for business growth. I chose those words very carefully so that evolving could with be interpreted either passively
When we talk about digital customer services, it’s all about creating online self-service capabilities for our customers. This is great for everyone! We’ve made it easy for the customer to get what they need; it’s cheaper and faster for organizations to deliver the service to the customer. Need a copy
I was driving back from Washington, DC this weekend after spending a couple of days admiring the cherry blossoms and taking my oldest son sightseeing. Wanting to grab something fast for lunch, we stopped at McDonald's a few miles outside the capital. I ordered Chicken McNuggets for my son and
This post originally appeared in our SAS Voices blog, published by my colleague and fellow blogger Courtney Peters. It's a great story about how Oberweis Dairy harnessed the power of marketing analytics to cultivate loyalty. That effort has helped them grow from a family-owned dairy farm to a major regional food manufacturer
It’s no secret that analytics helps large organizations determine what offers are best for their customers and their business, but can powerful analytics be harnessed for small and medium business success? For the answer, I turned to Oberweis Dairy, a 90-year-old mid-sized business that has grown from a family-owned dairy farm
I’m beginning to think that 2012 is the year of the customer. We’ve seen a huge increase in customer experience initiatives coming out of the financial services and insurance industry this year. As we’re working with these companies to help them through this journey, you can almost forget that you
Greetings! My name is Kelly Miller and I am a marketer at SAS, focused specifically on the health care industry for 8 years now. And what an intriguing industry it is! Technology and market demands have led to dramatic changes, and now that health care reform is driving innovation, it's become even more interesting (it’s also one
SAS’ Contact Center has been an integral part of our company for over ten years. Composed of fifteen employees, our team services both internal and external customers. Internally we work with our marketing department to provide outbound call support for campaigns and with our sales organization to qualify and route
I’m excited to publish a new segment of our “Nuts & Bolts of Social Media” video series. In this interview, SAS’ Lori Schafer talks briefly with Michelle Thomas and Jaimee Newberry from Zappos. Michelle, a Senior Brand Marketing Manager, and Jaimee, a Product Manager & UI Designer, both offer up
Okay, I admit it, I'm old school. In my office, every good plan begins at the white-board. And the more complex the plan, the more colors are used. Today's whiteboard session was about the integration of Social Media in to one of our largest events, the Premier Business Leadership Series which
It’s no secret that SAS enjoys a high degree of customer loyalty and it’s also well known that part of what drives that loyalty is driven by how much we pay attention to our customers. This devotion to our customers is helping to ensure that we deliver on our promise
Today I am happy to present a timely guest blog post from Toshi Tsuboi. Toshi is a SAS Customer Intelligence Product Manager, and is closely involved with the recently announced SAS and Sword Ciboodle partnership. When Toshi came to me to discuss a guest post on this topic, I couldn’t
When you have favorite customers, you get excited to see them do exciting things. That's how I felt about seeing 1-800-FLOWERS.COM President Chris McCann on the CBS prime time show Undercover Boss. The reality show disguises corporate executives and sends them undercover as rank-and-file employees to learn what it's like
A little less than two years ago on the sascom voices blog, I argued that even social media enthusiasts should be listening more to social media curmudgeons like Tom Davenport. Tom is best known in SAS circles for co-authoring the books Competing on Analytics: The New Science of Winning and
The purpose of this panel was to give some visibility to areas of business that are being affected by social media, outside of the traditional marketing and PR stories we're used to hearing. The panel was moderated by David Meerman Scott, (@dmscott) author of The New Rules of Marketing &
