helping you master customer insight leadership

Business lessons, from GDPR, as just another external change

business lessons

With so much focus on the detail of GDPR, let’s take some time to look at the business lessons from this external change.

Whatever the size of your business, the world around you changes & you need to be able to adapt. Regulation is just one of those key drivers of external change.

So, to help us reflect on the business lessons from preparing for GDPR, I’m delighted to welcome back guest blogger William Buist. William mentors & advises business leaders, helping them get greater clarity. So, he is well placed to lead us through this business focussed review. (more…)

GDPR impacts: 7 Questions to Ask Your research panel provider

panel provider

How does GDPR impact your use of a research panel provider?

Last month, we shared various posts related to market research. Balancing our content focussed on data & analytics, with tips & resources for research leaders.

This month, with May 25th deadline looming, we have focussed on GDPR. So, I’m glad to have a guest post to share, that covers both those themes. Guest blogger Johnny Caldwell (and his team from Netquest) returns with a focus on GDPR impact, on your use of a panel provider. (more…)

Thoughts from the tsunami of repermissioning emails (part 2 of 2)

Tsunami of repermissioning

How are you coping with the tsunami of repermissioning emails? Have they filled your InBox yet?

Before we all get sick of them and let inertia reduce our subscriptions (providing consent is being sought), let’s return to our review of these communications. In part 1 of this series, I reviewed a number of emails that I’d received from suppliers to my business. A mixture of those seeking consent (informed opt-in) and those just confirming a legitimate interest basis for holding my data.

But, as you have no doubt already experienced, GDPR is not just for work – it follows you home as well. In fact, many would say that the increased protection for your rights as a citizen, is the key benefit of GDPR. So, in part 2, I will review a number of GDPR related emails that I’ve received as a consumer. (more…)

Learning from the tsunami of repermissioning emails (part 1 of 2)

repermissioning emails

Back last year, when sharing research on data sharing & trust, I predicted a coming ‘tsunami’ of repermissioning emails by businesses.

I’m sure you are already experiencing that. It probably feels like a reminder of your diverse interests, as so many brands contact you. Some may have a strong customer relationship with you, others you may not remember ever using. Either way, there appears to be a real mixture in the quality & approach of these communications.

As recommended in our two-part series of preparing for GDPR, some are relying on a legitimate interest basis for existing customers. Others are not. (more…)

Turning back the Marketing Analytics clock? GDPR & location data

marketing analytics clock

As you prepare for GDPR compliance day (25th May), are you turning back your marketing analytics clock?

With a particular focus on use of location data, guest blogger Tony Boobier returns with a different perspective. This builds on his previous post, suggesting that GDPR challenged the ‘Big Data mindset’.

Now, I am on record as stating that I see GDPR as a positive development. Enhanced consumer rights & an opportunity for firms to offer a positive customer data value proposition. But, Tony’s challenge is interesting. (more…)

Ready for GDPR? No? Don’t panic, keep calm & check this now

Ready for GDPR

The time is almost upon us, are you ready for GDPR? No? Well join the queue.

It seems the norm, amongst the leaders & analysts I meet, to feel under-prepared. Despite what has been a two-year, preparation period, most organisations are not ready.

But, that doesn’t mean you need to panic. As with most challenges in business life, the worst reaction is panic. Whether that is being like an ostrich (with head in the sand, denial), or like a headless chicken (running around achieving nothing). (more…)

Why Customer Insight teams should learn from Design teams

learn from design teams

Listening to a Digital UX Design leader this week, I was struck by how much Insight teams can learn from Design teams.

I had the privilege of speaking at a Marcus Evans conference on West India Quay in London. “Optimise User Experience and Digital Design to Increase Customer Centricity for Financial Institutions“. That must be the (crazily) longest event name I’ve ever attended!

Anyway, before I shared on softer skills, Kara Towner-Larsen from Nordea was speaking. She spoke on “Lessons from the Digital and Cultural transformation of Nordea”. I found myself nodding frequently. (more…)