Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this series, I’m delighted to welcome guest blogger Annette Franz to share 10 more tips. As I mentioned before, Annette has many years of client-side experience in getting Voice of the Customer (VoC) programs to work. As is the case for Customer Insight leaders, most of.. Read More
How to create segment personas and use them to personalise customer journeys. Tips from practical experience in deploying Customer Insight from Amy Scott.
After a break in posting due to a holiday, I’m pleased to return and share about Personas. Despite having shared briefly before about Segmentation we have not had a post on this useful topic. Guest bloggers have shared on the continued relevant of segmentation & I shared some thoughts on public segmentations. But no personas. So, to fill that gap, I am delighted to welcome a new guest blogger, Amy.. Read More
Continuing our month focussed on books, our guest blogger Annette Franz returns, to share an interview on Weology. When reviewing a book, it is always a bonus to have opportunity to talk to the author. So, I’m delighted that, in this 2-part series by Annette, she not only reviews the key points made in “Weology: How Everybody Wins When We Comes Before Me“. She also interviews the author, Peter Aceto, CEO.. Read More
As a break between my event reporting, lets return to the theme of customer segmentation. I’ve written recently about the benefit of segmenting your key stakeholders & previously on different approaches to segmentation. To give a different perspective and useful real world experience, I’m delighted to welcome back guest blogger Peter Lavers. Having returned from the SAS Analytics event that he referenced in his militaristic analytics posts, Peter is now.. Read More
Headline news items can have, more frequently in recent years, direct bearing on the world of data & insight. Increasingly including topics like data monetisation. One such story was the recent news that Facebook (FB) was preventing Admiral insurance (in the UK) from using social media activity data as a means of assessing risk. Admiral planned to enable FB users to not only logon via their FB id, but also opt-in to giving Admiral access.. Read More
How do you make sense of your customers’ words? On that topic, I’m delighted to share a second guest blog post by our first guest blogger, Annette Franz: There are not only a ton of different customer listening posts these days, but the types of customer data are equally as varied and voluminous. Data comes in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my! A lot is written about.. Read More