Why do businesses with great customer service succeed?

– they realize that great customer services translates into customer loyalty – they know it costs more to get new customers than it does to keep existing customers – they know customers are more likely to talk about bad service than good service – They know customers spend more at companies that have great customer service Below is a great infographic, by KISSmetrics, that gives lots of information and statistics…

The importance of clean data

Data is considered a valuable aspect by companies. Businesses that have never considered using data in their marketing have now realized the importance of data in increasing the effectiveness of their marketing and in making better business decisions. However, bad data costs companies money. Each year Experian Data Quality commissions research on data quality in companies in the UK, Europe and the US. A summary of the results is below.…

What does it mean to be customer centric? – An infographic

What’s the difference between a business that is customer focused and one that is customer centric? A customer-focused business prides itself on maintaining a great customer experience whereas a customer centric business looks at the lifetime value of a customer and focuses marketing efforts on the high-value customer segment to drive revenue. Here are some quick tips on how to become a customer centric business: Analyze customer data to identify…

The Marketer’s Guide to Actionable Data – An Infographic

Marketer’s know the importance of collecting data, but even though they know the importance of data 39% of marketers say their company’s data is collected too slowly or too infrequently and 29% say their company has too little or no consumer data. In addition to this even more marketers admit they are struggling to use data effectively in their marketing campaigns. 45% aren’t using data to personalize their marketing communications;…

Big Data, Big Profits – An Infographic

The infographic below, produced by McKinsey & Company, illustrates how data is used to decrease marketing costs and increase returns. As consumers use more and more technology in their purchasing decision there has been an increase in the data that is available to marketers. Companies that are able to leverage this data effectively in their marketing campaigns have been able to increase their returns. Here are some interesting statistics pulled…

Data Analysis for small and mid-sized businesses

If you are new to using data and analytics for marketing, the task can seem daunting and it’s easy to get overwhelmed by the quantity of data available. By using data you can make your marketing more effective and save money on your marketing budget. The term ‘big data’ has been used a lot recently, and the term itself can be intimidating. But big data does not mean lots of…

How do manufacturers fit into omni-channel marketing

With advancing technology and shifting customer behaviour the multi-channel environment is evolving into omni-channel marketing. Ensuring that consumers get a seamless consumer experience no matter what channel they are using is a challenge that retailers are starting to address by implementing omni-channel strategies across their organizations. How do manufacturers fall into this strategy? Is omni-channel something that manufacturers should be concerned with? Considering how intertwined manufacturers and retailers are they…

Customer behaviour in the omni-channel age – An infographic

The advent of smart phones and tablets has changed how people shop. It has blurred the lines between the offline and online worlds. Omni-channel marketing means that consumers are now browsing aisles in stores while reading online reviews on their smartphones before making a purchase. They are starting a transaction on their smartphones and finishing it on a computer. Customers are more aware than ever, when making a purchase they’ve…

Analytical Maturity Model for Marketing Processes

The marketing process maturity model presented below identifies the practices that distinguish laggards from leaders like Amazon.com, Netflix, Harrah’s Entertainment and Proctor & Gamble who are using data to continuously hone their strategy and beat the competition. The summary chart below represents the five stages in analytical maturity and the curve running through the graph represents the evolution path to achieving the Level 5 Optimized maturity stage. Click on the…