helping you master customer insight leadership

Festive Others

As we approach December and experience ‘Black Friday’ becoming more established in the UK Calendar (perhaps without Thanksgiving we can make it a holiday to remember that retailers systems do crash too?), it’s time for a more festive post. This time I’m sharing a few Christmas related insight posts from others. Hope you enjoy them. Ho ho ho… First, how about some gift ideas for your insight team? The 2014 Gift Guide for.. Read More

Poll: Which is your favourite ‘top tip’?

Thanks for all the positive feedback I’ve had on our recent series of ‘top tips’ for the different technical teams which make up the full breadth of customer insight. It’s encouraging to know that those tips did help other leaders. In fact it set me to wondering which top tip was the most helpful. So, to once again help shape future content here on CIL, see below for our latest.. Read More

Global Reviews’ UK Digital Leaders Summit (#UKDLS)

This is a new event in the UK and one I attended yesterday, as a speaker on Behavioural Economics. It’s well worth digital leaders attending in future. Right from the start things boded well as they had chosen a different and engaging venue. Bounce (121 Holborn, London) is the official ‘home of ping-pong’ and is literally the place where the game was invented in 1901. This gave guests the promise.. Read More

3 tips for maximising the impact of your Data Management team

Data team

This is the last in our series of 3 top tips for each of the technical teams that make up a fully effective Customer Insight department. I’ve already shared tips for database marketing, research and analytics teams. Now, last but definitely not least, your data management team. As I have written for Customer Experience Magazine, there is a danger that the new generation of more senior customer insight leaders neglect.. Read More

Get your geek on and enjoy the visuals

For those you who have been asking for more digital specific insights and technical advice, I have been listening. To complement our recent content more focussed on effective insight leadership (see our ongoing ‘3 tips’ series), here are two guest items with a digital and technology emphasis. First up is a post from BraveMedia’s blog, shedding some light on the murky and ever-changing world of Google’s search algorithms, for those challenged with Search.. Read More

3 tips for maximising your Analytics team

analytics team

Following on from tips for your research and database marketing teams, this week we turn our attention to the 3rd quadrant of customer insight, your analytics team. Given the emphasis of advertising & events for this community, it’s tempting to focus on technical skills. So much social media airtime is given over to new software, coding skills or data solutions, you would think that was all that was needed for effective.. Read More

Correlation is not Causality

I don’t know about you, but one of the perennial issues I experience when communicating analytical findings to clients, or fellow business leaders, is to help them avoid the pitfall of assuming that correlation equates to causation. Once a relationship can be shown between some customer characteristics and the objective of interest, say likelihood to purchase, people love to rush to hypotheses as to why this makes sense – even when it.. Read More