Capillary Technologies

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So far Capillary Technologies has created 34 blog entries.

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 [...]

Ready for a Customer Loyalty Program Pop Quiz?

Remember those good ole days back in high school when your teacher would just surprise you with a pop quiz? How I loved them. Marketers and retailers now it’s your turn! Take the Customer Loyalty Program Pop Quiz. Find out if your customer loyalty program is flexible enough to withstand the changing demands of your customers and the requirements of your business. Here’s how it works; I’ll list out 5 scenarios a typical retailer would face today. You need to see if your customer loyalty program can stand up to the challenge or not. For every ‘yes’ you get 5 [...]

Omni-channel, Analytics & The NRF

"Information will be the basis for competitive advantage so make it everything you do." Blogger Elizabeth Dias summed up what we believe perfectly. The question is what is the best way to harness this information? For that, we look to the buzzwords and exciting innovations displayed this year at the NRF, Retail's Big Show. As a product manager I was excited by the new product technologies unveiled at the NRF across more than 550 booths. One question I asked myself: what direction is the industry headed over the course of 2014? After one lap around the booths it was clear [...]