Loyalty schemes – Mind the gap!
Customer loyalty schemes are everywhere, from major retailers to small local stores, pharmacies to gyms. They give the impression that companies wish to get to know their customers and to offer them something they actually…
Customer 360 – piecing together the consumer puzzle
There are different approaches to making a puzzle. Some people put together all the edges and then fill in the middle. Some start in a corner and work their way outwards. Others first piece together…
Holistic: the new normal
There was a time back in the 1990s when ‘holistic’ was a dirty word in business circles. It was reserved for New Age fanatics and alternative health practitioners. If it turned up in a conversation…
Practically perfect in every way: resolving the CIO dilemma
Mary Poppins arrived on a fortuitous wind and brought order to the Banks’ household in creative and exciting ways. She encouraged Jane and Michael to engage their imaginations to visualise the impossible, then focus their…
Customer delight – finding that sweet spot!
Customer delight is the latest focus in customer service. A delighted customer is deemed to have greater brand loyalty and to actively promote your company on social media. Yet according to the NTT 2020 Global…
Operational intelligence: the truth is in here
Honesty is a scary word for some people. Perhaps because they think it means spilling your guts or sharing your darkest secrets. They fear being exposed and found wanting. Others go over the top with…
Data Intelligence – connecting the dots
_ _ _ … _ _ _ In case you’re wondering, that’s Morse Code. Meaningless if you can’t decipher it, yet informative when you can. Of course, that’s assuming that you notice it in the…
The Swiss Army knife of recommender systems
Ah, the Swiss Army knife: looks innocent enough but is a beautiful piece of ingenuity, versatility and efficiency. Even the most basic one comes with a bunch of extras you might never use. But boy,…
One size fits all? One of our unique selling points
Do you remember the days of the one size fits all T-shirt? You’d be at a festival or concert and want a memento of your favourite musician, so you buy the T-shirt but it’s too…
The missing ingredient: preventing churn
You’ve planned the perfect dinner party for some work colleagues and there’s been a lot of hype all week (generic marketing campaign). The menu is decided: your signature beef stew and a chickpea curry for…
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