helping you master the people side of data & analytics

Do you know which rules to break or laws to follow?

Some authors and industry experts have real staying power. Despite how much change happens in that industry, they manage to adapt and stay relevant to their readers/customers. Such an accolade can surely be made about Don Peppers & Martha Rogers. In that way they live their own message. I first came across Peppers & Roger’s writing back just before the new millennium. Their classic “The 1to1 Future“, popularised the term One.. Read More

Do you treat your employees like customers?

Sometimes a determined focus on Customers & Insight can cause us to take our ‘eye of the ball‘ with regards to colleagues or employees. Well, you may not have made that mistake, but I’ve certainly done so in the past. In the busyness of achieving our insight goals, it was too easy to forget about employee insight or take action to address their concerns. For that reason, it was good to.. Read More

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

Is Pharma now learning from FS about Customer Insight?

Pharma learning from FS

After previously sharing on FS firms & Retailers learning from each other, it’s interesting to see in CX Magazine how FS firms are sharing CX lessons at a conference for Pharma. Perhaps sector cross-pollination of ideas is back in fashion? Could this be needed as firms refocus their strategies for growth? Other sectors learning from FS is surely an encouragement to those of you who are customer leaders within FS firms… Read More

How to get back to Customer Centric as the point

After so much media attention to the terms Big Data, Predictive Analytics and Data Scientist, I’m pleased to see that attention is returning to topics like being “Customer Centric“. Without cultural change within most organisations, ever more sophisticated use of data & analytics will just make them more efficient at irritating the customer rather than actually improving those vital relationships. Despite the fact that Big Data still dominates Google searches….. Read More

Learning about Customer Analytics in Financial Services #CAI2015

#CAI2015

Well, after much publicity, it’s good to have finally experienced Customer Analytics & Insights for Retail Financial Services 2015 (helpfully shortened to #CAI2015). It was a very enjoyable event and one I would recommend to those wanting an oversight or leadership perspective on what others are doing in this space. Speakers did not get into the level of technical detail which some analysts might expect, but customer insight leaders found.. Read More

Free chapters from Outside In for you to download

One of the things I’ve heard you’d value is also having opinion published here from other authors. So, I’ve created a new section called “Others” to provide opinion and resources that I find online and think you’d value. I will also publish offers for free stuff whenever possible. As a first entry, I’m sharing a link to follow-up on the positive book review that I posted for “Outside In”. Since.. Read More