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Is this the end of value segmentation as we know it?

10 May 2013

It strikes me that at times we, as marketers look to focus our budgets and efforts to retain our most valuable customers.  We also strive to increase engagement and spend from the group of customers showing the most potential to…

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Does your culture eat, sleep, drink customer?

30 April 2013

Culture shapes the norms within an organisation and drives the way things get done both behaviourally and systematically. Many organisations forget this when trying to implement a new strategy into the business. This is particularly relevant when implementing a new…

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Inoculate your most profitable customers against the inevitable seduction of a competitor!

30 April 2013

Sounds easy doesn’t it?!  How do you start such a strategy? Do you even know who your most profitable customers are? Typically most data led organisations understand the need to identify different segments of their customer base to drive better…

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“Listen respond, resolve…”

16 April 2013

This was highlighted by Craig Smee, Nedbank’s Head of Social Medisa Communication at the International Customer Experience World Conference (ICEW) in Johannesburg last month. “Nedbank’s social media strategy’s first two months comprised of only listening to what their customers (and/or…

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The beauty and the beast of social media: Turning a bad experience into a good one in a split second

16 April 2013

That defining moment when you have seconds to turn a situation around……I’m talking customer experience As a consumer, I feel somewhat obliged to make the first move to rectify a horrible customer experience which usually entails a call to the…

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Tesco Clubcard TV – the next level in data mining

25 March 2013

Tesco Clubcard TV has arrived! After a successful month of beta testing to Tesco’s employees, it is now available to all 16 million Tesco Clubcard members. Clubcard TV, powered by Blink box, is an online service streaming a variety of…

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O2 giving us reasons to sit up and listen, watch and learn

13 March 2013

I have never really taken any notice of the O2 brand in the UK, even though I am English. I do of course notice it when I support the English rugby side! Graham Webster, Director of Customer Experience at Telefonica…

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Your loyalty member: CRM strategist or promiscuous consumer?

8 February 2013

Do we, as marketers, business owners, loyalty experts, forget to view our customers of our loyalty programmes just as they are…customers?  Definition of a customer: “A party that receives or consumes products (goods or services) and has the ability to…

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