Monthly Archives: October 2014

//October

Breaking the Omni-Channel Myths

Bloody Mary. Hats off to the genius who came up with that myth. I bet it terrified thousands of kids – including me. It positively ruined mirrors for me throughout my high school days. And I won’t lie, till date I’m terrified of looking at mirrors when the lights are off – just in case she decides to show up! Anyways – my point was – myths are a pain and there are many of them that we still believe in. For instance, myths about omni-channel marketing; there are many, but here are three major ones I’ve come across. 1.    [...]

How To Thrive In The Age Of The Customer

We are well into the age of the customer, where empowered buyers demand a new level of customer obsession. Our webinar today featured guest speaker Rusty Warner, of Forrester Research who gave us some insight into how to thrive in the age of the customer. A customer-obsessed enterprise focuses its strategy, energy and budget on processes that enhance knowledge of and engagement with customers. In order to do this, an enterprise needs to use big data to uproot traditional analytics and determine predictive analytics. This new type of strategy changes static data to dynamic, real-time actionable intelligence, which can then be [...]

How Text Mining and Sentiment Analysis are Replacing Net Promoter Score (NPS)

Why shouldn't you rely on NPS alone? In the services industry Net promoter Score (NPS) is a widely used metric for measuring the customer satisfaction based on whether he/she is willing to recommend the store/service to anyone or not. NPS is based on a direct question: How likely is it that you would recommend our company/product/service to a friend or colleague? The response to this question is a number from 1 to 10, with a score of 9-10 is considered as Loyal Customers and a score of 0-6 is considered as Unhappy Customers. NPS has its own criticisms. Russel Hayes [...]