Customer Insight

4 Ways to Transform Your Business Through Customer Analytics

4 Ways to Transform Your Business Through Customer Analytics

Companies regularly collect reams of data from their customer interactions and operations. Increasingly, they are looking to build capabilitiesthat can synthesize this raw asset into actionable insights (a competency known as Data Analytics), dramatically improving operational performance, enabling promotion & product ‘mass customization’ and spawning new business models. Leveraging data, however, is easier said than done...

Customer Loyalty And How To Get More Of It

The conventional thinking around customer loyalty is that the only metric that really matters is whether your customer would refer you to others, says British retail expert Peter Wray. In this Process Perspectives podcast, part of a special Retail Excellence Week content series, Wray discusses the evolution of customer loyalty schemes from simple "repeat purchase" schemes in the 1980's through to the highly sophisticated and targeted approaches today.

Smart Data and Analytics – Why Understanding the Customer means Value for the Customer

Smart Data and Analytics – Why Understanding the Customer means Value for the Customer

William Beckler, Director of Innovation at LastMinute.com joins Helen Winsor ahead of the Smart Data Analytics Retail Forum to discuss how advances in Insight and Analytics can be used to provide value for the customer. He outlines the biggest challenges and some tips for others in the industry.
Listen to the podcast / Read the transcript
Omni-Channel: Putting the Customer at the Centre of the Retail Experience

Omni-Channel: Putting the Customer at the Centre of the Retail Experience

Maria McCann, Head of Customer Experience and Service at Aurora Fashions spoke to Customer Management IQ about the rise of Omni Channel. Aurora Fashions, the retail group which owns Oasis and Karen Millen, is embracing the omni-channel approach of engaging more with customers across the growing number of media channels. Read the Transcript here.
The Next Big Thing in Customer Centricity is Already Here...Are You Taking Advantage?

The Next Big Thing in Customer Centricity is Already Here...Are You Taking Advantage?

Imagine yourself a retailing executive. Most likely you want to improve your understanding of actual customer behavior so that you could develop better inventory, marketing, and merchandising programs. What if your firm had the ability to track real consumer behavior across multiple locations, ranging from where they come from, to their buying habits and through to why they made specific transactions?  That would be very powerful – and soon a common occurrence thanks to the emerging field of location analytics.