Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
We live in a technocracy : technology is driving behaviours and law
Mar30

We live in a technocracy : technology is driving behaviours and law

The inaugural 2018 FAT conference was opened in New-York by one of the most influential academic researchers on privacy and computer science : Latanya Sweeney. In her keynote Sweeney showed how technology is driving behaviors and new laws. Here’s what I think is a very compelling series of examples that clearly show that innovators are always ahead of lawmakers. In today’s world, driven by technology and data, this poses...

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Market analysis: what’s the future of supermarkets ?
Mar05

Market analysis: what’s the future of supermarkets ?

How will supermarkets look like in 10 year from now ? Will employees be replaced by robots or won’t there just be any employees left ? While points of sales are more and more resembling an extension of online businesses with experience becoming more phygital (see an exemple here) and while showrooming is taking up, supermarkets have never changed as fast as today. The 3 phases of supermarkets’ evolution: a 10-year...

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The next hand-written you’ll get may have been produced by those robots
Feb19

The next hand-written you’ll get may have been produced by those robots

Is there anything better for customer satisfaction than getting a personal hand-written note? The pleasure of getting one will soon fade away once the secret to thousands of mass produced hand-written notes gets revealed. Why do personal hand-written notes so much drive customer satisfaction ? Every customer wants to be different. Who would like to be treated like everyone else? Getting a hand-written from a company leverages the...

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Social networks destroy society: what should be done?
Feb09

Social networks destroy society: what should be done?

Social networks are being accused by their own creators to destroy society and to tear human beings apart (read the interview of Chamath Palihapitya who is a former Facebook VP). At the same time movements like Time Well Spent are emerging to denounce the addictive nature of social networks, artificial intelligence and personalization alike (see my other article on this topic). Atomized behaviours, lack of cohesiveness are some of the...

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The 3 benefits of the new “Tap To Go” Ahold no-checkout supermarket
Jan31

The 3 benefits of the new “Tap To Go” Ahold no-checkout supermarket

Since Amazon has launched its no-checkout Amazon Go store (see our article here), other retailers are keen on experimenting the same type of innovation. Ahold Delhaize is currently testing its “tap to go” system in a “Albert Heijn To Go” store of Zaandem where the headquarters of the group are located. Clients need to enroll first in the program and will receive an “instant payment” card equipped...

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Retail innovation: smart shelves enable dynamic pricing
Jan24

Retail innovation: smart shelves enable dynamic pricing

The biggest retail show on earth just opened its doors in New York. The NRF 2018 is the ideal place to observe market trends in the retail sector (professional shows in general are very good places to start market research: see also the example of SIAL in the food sector). This year one interesting innovation caught our eyes : smart shelves enabling personalized pricing Smart shelves for dynamic pricing We already discussed adaptive...

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Market research : how to study reactions to autonomous vehicles
Nov22

Market research : how to study reactions to autonomous vehicles

This is one of the most difficult type of projet market research professionals may face: investigate consumers’ behaviors in a situation that doesn’t exist yet. In such situations ethnography (a qualitative market research technique) may be the right methodology to go for. In today’s article we will illustrate how this technique was used in the context of autonomous vehicles. Self-driving car attracts attention in...

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Is IoT a modern form of imprisonment ?
Nov16

Is IoT a modern form of imprisonment ?

In his book “Surveiller et Punir” (“Discipline and punish” in English) Michel Foucault shows the evolution of the justice system, from one that punishes the body (including painful death sentences or mutilation) to one that punishes the individual by restraining his/her freedom. What Foucault could not take into account however (his book was published in 1975) was electronic surveillance and in particular how...

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Opaque 3rd-party algorithms : a business opportunity
Nov13

Opaque 3rd-party algorithms : a business opportunity

For some businesses algorithms have become instrumental to their strategy as a whole and their marketing strategy in particular. These algorithms are a well-kept secret and businesses have emerged that sell their knowledge on the inner working of those algorithms. PageRank and SEO agencies Look at Google for instance. Their search engine (which is in fact a very sophisticated recommendation system) is constantly evolving, affecting...

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Walmart wants to deliver you IN your home
Oct18

Walmart wants to deliver you IN your home

It should be always easier for people to order online, and in particular the delivery should be a smooth experience. Market researches show that delivery is actually a real pain point and the source of many complaints (delivery times longer than expected, nobody at home to take delivery of the parcel, …) In a attempt to do a thorough market research back in 2014-2015, we reported the huge progresses made by the logistics sector...

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