Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

3 key principles to follow for your good customer satisfaction surveys
Aug21

3 key principles to follow for your good customer satisfaction surveys

I hear companies claiming they have x% or y% of customer satisfaction, proudly claiming Net Promoter Score (NPS) of so much and that many returning customers. While these figures seem great at first sight, this doesn’t tell us much. Read further to understand why satisfaction and loyalty scores must be interpreted carefully. We will once again use the example of the Belfius bank to illustrate this article. You will in particular...

Read More
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...

Read More
French President Macron listens to his customers
Jul12

French President Macron listens to his customers

We discussed in our latest article why CEO’s and top executives should talk directly to customers (especially in B2C) to understand problems with their products and services and help them find remedies to customer dissatisfaction. If you follow French politics you may have seen this example of new French President Emmanuel Macron visiting the presidency’s call center and actually taking calls. Is there a better example...

Read More
How to use single-sign-on in retail to improve customer experience
Jul03

How to use single-sign-on in retail to improve customer experience

I recently gave a speech on identity management and GDPR at the Gigya Identified 2017 conference in London. There I had the opportunity to listen to another Julien Marlot who is the head of digital activities at Unibail. Unibail-Rodamco is Europe’s leading listed commercial property company specialized in shopping centers in European capital cities. Julien gave some very interesting insights about how Unibail-Rodamco uses...

Read More
Big Data and ethics : how visualization can screw it up
Jun30

Big Data and ethics : how visualization can screw it up

Following our first article on the Big Data and Ethics meetup organized at Digityser on 15 June 2017, we’d like to cover today another very interesting presentation by Leenke De Donder. Lenke dealt with an aspect the importance of which is, in our opinion, underestimated by data scientists and professionals in the data business : visualization. We spend a lot of time on collecting data, cleansing (data quality) and designing the...

Read More
Airlines loyalty programs : different countries, different benefits
Jun28

Airlines loyalty programs : different countries, different benefits

Loyalty cards have been an important innovation when it comes to increase customer loyalty. It ll started with American Airlines and the least we can say is that the airline industry is the one which has probably pushed the concept the farest. The concept of “miles” has become synonym of loyalty. Collecting miles was once limited to airlines tickets but has in the meantime extended to other purchases too. For instance,...

Read More