conversation about maximising value from customer insight

The state of Behavioural Economics in 2017, your handbook

What is the state of Behavioural Economics (BE) in 2017? Is it past the ‘hype cycle‘ and settling into common usage, or gradually being assigned to the dustbin of once popular ideas? Behavioural Economics is one of those topics that regularly comes up in conversations with clients & about this blog. In fact, I’m reminded it’s one of the topics for which readers asked for more coverage in our latest.. Read More

Where should your firm focus for growth in 21st century? (part 2)

Continuing our 2 part series, on where leaders should focus for growth; in our changing world, full of new technology. This post builds on our first post. That covered major trends, the need for customer insight & what is required to manage your data effectively. Aligned to learning from Insight Leader events in London & Barcelona, a key theme was the need to focus on your customers (not just technological opportunities) Our attention.. Read More

Are there any insights to be gleaned from Brexit vote?

So, it’s happened. For good or ill, the UK electorate has voted for ‘Brexit‘; that is to leave the European Union (EU). There will be plenty of coverage over coming weeks & months. Much will cover political or economic implications & the many options ahead. But the focus of this blog is customer insight. So, what can the Brexit vote reveal for our specialism? Are there lessons to be learned.. Read More

Is variety the spice of your best insights?

Sometimes you just want to mix it up a bit & that’s just what this customer insight ‘variety’ post offers. Not that I’m suggesting our relationships theme this month is being followed here 😉 Rather, I was inspired by a particularly enjoyable episode of the “More or Less” podcast by Tim Harford. In this one, Tim explores a whole range of statistics. From debunking commercially motivated stats in the news, about women taking selfies.. Read More

Poll results: Conduct Risk and Insight Gaps

Thanks to those of you who participated in our short survey on use of Customer Insight to mitigate & report on your conduct risks to the FCA. Our interim results suggest there are quite a few gaps still out there, with more work to be done by FS firm Customer Insight teams. Here’s a quick summary of the findings so far from Customer Insight Leaders across Financial Services…

Are retailers getting away with misleading consumers?

Today’s news that a review by the Competition & Markets Authority (CMA) found evidence of retailers misleading consumers, with confusing pricing promotions, probably surprised no-one. Most savvy shoppers have learnt to check carefully when a “discount” appears too good to be true. But the simple tactics of checking prices at other shops on your phone, or looking carefully at quantity, or seeing if it’s still cheaper to just buy one – may.. Read More

Event: FSF annual members’ conference

On 24th March, the Financial Services Forum (FSF) held their annual members conference, with approx. 100 delegates across FS firms & agencies. A number of marketing experts shared their experience, including Alan Gilmour, Liana Dinghile & Christophe Langlois. They covered relevant topics for FS firms today: Customer Centricity, Clear Communications & use of Social Media. Sadly, I missed most of their presentations due to other meetings, however Christophe shared some useful reminders to.. Read More