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The new Arms Race: Social Customer Care
How quickly should your company respond to a question or a comment in social media? Unfortunately, many companies I know will respond “Never!”. It is a sentiment we hear a lot that most of the online...
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Customer Intelligence – Leveraging Social Media to Improve Customer Satisfaction
Customer satisfaction for Property and Casualty (P/C) insurers has been on the slide over the past few years for many reasons, but most notably due to increased premiums driven by natural catastrophes....
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Are eCommerce prices getting too dynamic?
This holiday season I was looking for a specific toy as a gift. I did a price comparison and found it had the lowest price at the Toys R’ Us site. When I went back to make the purchase just 2 hours...
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Customer Intelligence – Analyzing and Acting on the Data
Part one of this topic addressed leveraging social media to improve customer satisfaction. This is the initial step towards a broader goal to create a robust Customer Intelligence framework that...
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From Web Analytics to Customer Intelligence
We recently were invited to present internally at a prominent health care payer network about the rapidly changin role and importance of web analytics. Gone are the good old days when it was enough to...
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Voice of the Customer – Kano Analysis
As a Consultant, I’ve acquired specific preferences when traveling, and learned to adapt behaviors that make these experiences as stress free as possible. For example, at airport security, I try to...
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Voice of the Customer – Customer Segmentation
When it comes to predicting customer behavior, historical sales data may contain critical clues. Who are repeat customers for a product or service? Have all segments of the target customers been...
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