Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

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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An interesting example of nudge applied to public safety in Ísafjörður, Iceland
Oct09

An interesting example of nudge applied to public safety in Ísafjörður, Iceland

I’ve developed an interest for the study of nudges after reading the book by Dan Ariely. Nudges can be considered a sub-discipline of behavioral economics (founded by George Lowenstein) and already wrote about it on this blog (see one example here). To define a “nudge” using my own words, I’d say it’s a design that leads a person towards a particular action. That action should be beneficial for the...

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Market research : hot technological trends for future TV experience
Sep25

Market research : hot technological trends for future TV experience

The IBC fair in Amsterdam drives a lot of smart minds together. A lot of market research firms are present to discuss market trends and evolution. This year a debate (“Hot or not: What are the hottest new TV technologies and devices and how will they transform the TV market?“) was specifically dedicated to technological trends that are likely to change the customer experience. Voice recognition was voted the most...

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Dynamic pricing : natural marketing evolution or threat ?
Sep04

Dynamic pricing : natural marketing evolution or threat ?

In a recent article the Guardian recalled the story of John Wanamaker who revolutionized retail by inventing “fixed prices”. As incredible as it may seem, until 1861 prices were set according to the rule of thumb and the perception left by the customer on the salesman. If the latter felt you had money, you’d be charged more than someone else he felt would be poorer. The “one price for all” rule seems...

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RecSys 2017 conference on algorithmic recommendation has started
Aug27

RecSys 2017 conference on algorithmic recommendation has started

I’m on my way to the RecSys 2017 conference, a conference opened to academic researchers and practitioners working on algorithmic recommendations. Such algorithms are widely used on websites to help users find they way and get a better user experience. Search engines are actually very complex recommendation engines that help you find the right content depending on where you are located, what you have liked before. We have...

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How Big Data will influence the future of advertising
Jul25

How Big Data will influence the future of advertising

“What is the impact of Big Data on online advertising” is the question I was asked to answer on the occasion of an EGTA ((European Group of Television Advertising) workshop that took place on 29 and 30 June 2017 in Brussels (my thanks to Yuri Loburets for his kind invitation to speak). Rather than repeating the same clichés about Big Data again and again I chose to put advertising and Big Data back in a historical...

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