helping you master customer insight leadership

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

Is anyone really Customer Centric? Are you?

A key challenge for Database Marketing leaders, together with all insight teams, is how to help their businesses become more customer centric. We’ve shared before the pitfall of technologies becoming a distraction, from focussing on customers. So, I’m delighted to welcome a new guest blogger to Customer Insight Leader. When I saw the recent research that Ian Golding has completed, it struck me as very relevant for our readers. He has.. Read More

Make it personal, Make it last (Part 2 of 2)

Continuing from last week, it’s back to guest blogger Gerry Brown to conclude his series on how to make it personal; for your customers. Over to our Canadian ‘Customer Lifeguard‘ to rescue us from bad customer experience once more… So, how do we reconcile my advice in concluding ‘Part 1‘ with the understandable concerns about communication overload, security, personal data exploitation, identity theft and other real and immediate risks that we run if.. Read More

Make it personal, Make it last (Part 1 of 2)

Our Canadian guest blogger Gerry Brown returns to CIL, with a series of 2 posts on using analytics for personalisation. How to make it personal. Why does personalisation matter? What’s the value of that ‘personal touch’? How can you do it well? Over to Gerry… A perfect match that develops lasting, profitable relationships Early in the 20th century, two men, oceans apart in geography, but united in spirit and aspiration, dared.. Read More

Now it’s Personal – Just be you, the customers will love it

In the month focusing on relationships, it’s personal service from Gerry Brown. We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown Vancouver. What came through loud and clear was that these people were authentic in both their attitude and desire to.. Read More

Is your marketing focus as broad as Salesforce?

I must admit I was surprised to be approached by Salesforce with an infographic to share here. My initial reaction was to say no. I assumed it would be sales-focussed and seek to push their product. Sceptically, I also doubted I’d agree with their stats or message within the infographic. Whilst I couldn’t 100% sign-up, to almost anything, there is much to commend this graphic summary. Under the theme of “The.. Read More