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The end of privacy?
This debate continues to surface every time Facebook makes changes to its privacy settings or like this week, the UK launches its final census. As Sam Seaborne famously exclaimed in the political...
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Relationship and data guidelines
Acquiring and managing customer relationships are the bread and butter for many marketers. They spend hours mapping out customer journeys and putting in place processes and systems which help...
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Real-time planning
Quarterly, monthly and weekly reporting are the norm for organisations and brands who gather customer information for analysis. They use this data in the hope of gleaning insights which can be used...
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The data ‘give back’
How accurate is your data? When did you last run a data health check? These of some of the questions organisations should be asking themselves when it comes to managing and maintaining their customer...
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Thinking about building a dashboard?
Organisations spend millions collecting, storing and using data, but is it the right data and are they getting the most out of it? Many organisations are starting to investigate the use of online...
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Does putting marketing in charge of CE increase the likelihood of failure?
The recent outcry over a business study which claimed 73% of CEOs feel marketing professionals lack credibility continues unabated. However, examining the reaction shows not everyone disagrees with...
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Automation can help charities in reaching out to vulnerable customers
Automation can be a real benefit for charities but there are limits. Automation is continually in the news whether it’s described as a blessing or a curse. Organisations are already adopting a range...
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Failure to engage with finance and commercial will doom any CE initiative
Linking customer experience to financial return is the Holy Grail for CE professionals. The majority of CE programmes run into trouble when those sponsoring or driving them cannot demonstrate tangible...
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Think before rushing into buying a VoC software platform
Get your house in order before rushing out to buy a Voice of the Customer software platform There’s no denying that software is a great benefit for VoC programmes especially if you’re collecting and...
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Defining a self-service strategy
Building and implementing a self-service strategy takes time and the willpower to pull together disparate and siloed parts of an organisation. One of the biggest challenges lies in defining what...
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