helping you master customer insight leadership

Leader survey: Have you achieved your goals for 2016?

goals for 2016As December draws ever closer to the end of the year, it’s time to review our progress on goals for 2016.

Here at Customer Insight Leader, we set the goal of including more guest bloggers (as requested in our annual reader survey).

I’m pleased to say that we have now reached the total of 15 guest bloggers published in addition to Laughlin Consultancy. Festive thanks to our other contributors:

How about your goal or goals for 2016, how have you done at achieving them? Has coaching or mentoring helped you stay on track? (more…)

How you are using coaches & mentors in business today

coaches & mentorsAs a break from our month focussing on applying insight to marketing, it’s time to share the results of our coaches & mentors poll.

You may remember that back in August, we launched a short survey on use of coaching & mentoring. Thanks to those who participated. We now have stable enough results to give an interesting, at least initial, picture. As someone who works as an external coach & mentor, some of these results have surprised me. See if they accord with your experience.

Following advice on understanding the difference between coaches & mentors, together with when you might need each, I was keen to see take-up. So, questions in this poll centred around 3 topics: use of coaches; use of mentors; personal development progress.

Here is what you shared… (more…)

Are you strengthening by using Coaching or Mentoring?

using coachingAs our Olympians continue their efforts to move up that medal table, it’s time for another poll here. This time focussed on understanding how you are using coaching or mentoring.

Please answer the quick survey below, to help us all see the current state of using these roles to help develop leaders.

It will be fascinating to see how today’s customer insight leaders have embraced use of coaches or mentors (or not). As per usual, once we have sufficient responses, I will share findings here.

Hopefully, that helps us all benchmark our approach & consider what might help us strengthen in future.

So, without further ado, here is your latest survey. First some questions about use of coaches: (more…)

Using Database Marketing, are you at the rear of the pack?

Using database marketingEarlier this month we launched a quick poll, to find out how you were using Database Marketing.

Focussing on actual usage in your business, today, the poll asked about outbound & inbound marketing.

Two other questions also covered use of database marketing techniques to coordinate multi-channel interactions, as well as marketing effectiveness data capture.

The first point of interest is much lower participation in this poll, compared to previous ones covering analytics or customer insight.

Perhaps practical application of data & analytics to make your marketing more profitable is still less trendy that new words & shiny new apps.

Anyway, thanks to those of you who did participate, as the answers provided give an indicative warning. That warning is that DBM usage is still behind the best practice being preached. (more…)

How strong is your database marketing benchmark?

database marketing benchmarkFollowing the success of our latest ‘applications of analytics’ poll, this month it’s time to gather a database marketing benchmark.

How advanced is your use of database marketing techniques?

Do you have the basics in place? Are you targeting inbound & outbound contacts? Are you coordinating or optimising across all channels?

There are some very impressive technology solutions available today in this space. Vendors can easily bedazzle you with targeting, optimisation & real-time capabilities, often now positioned as how to manage the ongoing ‘conversations’ with your customers.

However, my consultancy work with a number of clients leads me to believe many firms still lack the basics or at least a minimum standard across all channels.

So, let’s see behind what today’s sophisticated CRM & Marketing Automation software can do, to what is happening in practice in businesses like yours. (more…)

Is your use more advanced than our analytics poll results?

Analytics PollThanks to everyone who has already completed our latest analytics poll, on real world usage.

If you haven’t yet recorded your scores, there’s still time (you can complete it here). But, with over 35 votes already in, I thought it worth sharing some interim results with you.

During the same week, I was reading a report from IBM as to the ‘real world use of big data in financial services‘. Although a number of sources in this report were from older surveys, circa 2012, their work with Said Business School in Oxford looks robust & relevant.

So, as an interesting backdrop to the results of our survey, here is a graph from IBM (comparing % of firms in Financial Markets using different analytics capabilities with a Global cross-industry selection): (more…)

How do you benchmark on our latest analytics poll?

analytics pollThis month we will focus more on analytics. Following last year’s analytics poll, concerning which software you use, this time we turn to the topic of what you do with it.

Akin to the different interpretations of what “Customer Insight” means, I find different leaders focus on different types of analytics to guide their businesses.

Even if we focus on analytics to inform marketing, there is a growing array of analytical approaches & statistical methods from which to choose. So, to help inform our content & hopefully pique your interest, today’s analytics poll will check who is using the methods I’ve seen prove effective. Are you ahead of the curve or missing a trick?

Time to take our latest analytics poll & benchmark yourself against other Customer Insight Leaders… (more…)