customer_analytics

Every industry can learn from retail’s pursuit of optimal customer experience

Retail and consumer products brands have much work to do to satisfy customers’ continually evolving expectations. On a 0 – 100 scale, brands scored an average of 33 in the 2017 Customer Experience Index Study from the IBM Institute for Business Value. Only 3 percent of brands were classed as “Leading Edge,” which means they […]

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Customer Analytics Pave the New Path to Value

A strong focus on customer-related analytics is one of the key attributes that distinguishes the most analytically sophisticated organizations identified in our recent research, Analytics: The new path to value . It is also a focus of the new IBM initiative,...

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From Social Media to Social CRM – What Customers Want

Social media holds enormous potential for companies to get closer to customers and, by doing so, facilitate increased revenue, cost reduction and efficiencies. But first, companies need to understand what customers value most, especially when they are in the...

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Intelligence is not Intimacy

Customer intimacy, that Holy Grail of Customer strategy, has recently taken on a new reality with the proliferation of mobile broadband, social media & social networks, as well as the growth of customer analytics. But just knowing things about customers –...

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