helping you master customer insight leadership

Lies, damn lies & the wrong statistics, measuring what matters, part 1

wrong statistics

Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure. So, on this topic I am delighted to welcome back guest blogger Gerry Brown. He has extensive hands on.. Read More

We shall miss Hans Rosling, but let’s learn from his genius

Given our focus as a blog, I didn’t want to let another week go by without acknowledging the passing of Hans Rosling. When I first heard the news, via BBC’s More of Less podcast, I was so sad to think that we’ve lost such a great communicator of statistics. Listening to this memorial podcast, which is well worth a listen, my mind went back to memories of TED talks by.. Read More

Do you listen to podcasts to hone your skills?

Last week, I had the pleasure of being interviewed for a business podcast. A positive experience & I’ve shared the resulting interview below. This also reminded me of the power of podcasts & how little we’ve referenced them here. So, to make up for that gap, this post is dedicated to sharing audio content. Whilst attending a co-coaching forum this week (where coaches share ideas & support each other), it also.. Read More

Do you know how to handle a propensity model?

propensity model

When you talk to most database marketers, they will agree with the importance of using a propensity model to target direct marketing. Over the last couple of decades that form of targeting model has become de rigueur. Indeed, many case studies will show what a difference it can make to marketing returns (sometimes even as good as Pareto’s fabled 80% of sales for 20% of marketing spend). Such modelling has also.. Read More

How big is your toolbox? More analytics methods to try

Given the interim results of our recent survey, I thought it might be helpful to share some content; on less common analytics methods & applications. It was striking, when looking at those early results, that certain uses of analytics methods were rarer than expected. So, using that as my initial challenge, I’ve been trawling the wealth of analytics blogs (to see who is sharing relevant content that might help). Here are.. Read More

How do you benchmark on our latest analytics poll?

This month we will focus more on analytics. Following last year’s analytics poll, concerning which software you use, this time we turn to the topic of what you do with it. Akin to the different interpretations of what “Customer Insight” means, I find different leaders focus on different types of analytics to guide their businesses. Even if we focus on analytics to inform marketing, there is a growing array of.. Read More