Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

Facebook doesn’t tell you really why you get targeted advertising
Jun19

Facebook doesn’t tell you really why you get targeted advertising

In the data world, the topics of transparency, privacy and ethics are more and more discussed. As we predicted a year ago, this may well be the next revolution in data science. We ran an experiment to understand the level of information Facebook users get on targeted advertising. Data literacy is essential Educating people on the role of data in their lives is essential. We see too many companies which revamp their terms and...

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New Twitter conditions give you a glimpse into how and which personal data collected
May29

New Twitter conditions give you a glimpse into how and which personal data collected

On 20 May 2017 Twitter sent an email to its users announcing that new terms and conditions apply. These changes largely apply to data usage, personalization and targeted advertising. One can’t really say it’s a revolution, but at least it’s a first step towards more transparency (something much needed in the field of Big Data). And the new privacy parameters give you an idea of how the personalization algorithms of...

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Complaint handling: shorter response times expected on social media
May04

Complaint handling: shorter response times expected on social media

Consumers are increasingly harnessing the power of social media and using this new channel to communicate with brands. Communicating complaints is no exception to this trend and voicing dissatisfaction seems to shift from traditional channels (phone, email, face-to-face) to social media channels. Few studies exist on those online complaining behaviors and in particular on consumers’ expectations as far as reaction time on...

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Why Facebook emoji are an incredibly smart move
Mar29

Why Facebook emoji are an incredibly smart move

What is a “Like” worth ? What does it really mean ? The “like” mechanism was a great innovation when it was launched. It was a simplistic, yet powerful, way for a consumer to mark his (dis)interest. It was a binary version of the 5-star scale that had been used on other platforms before (Group Lens, Movie Lens) and that enabled the first recommendation algorithms to be developed in the 1990’s. The...

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Big Data : how to build trust with consumers and keep it
Mar22

Big Data : how to build trust with consumers and keep it

With Big Data the digital tracks we are leaving behind us can be exploited, leading to more personalized relationships but also to more fear and distrust. The feeling of being tracked can break the relationship with the customer. This risk is particularly important in the context of public service organizations for which trust is an essential part of the job. “Building trust” was the topic of the first panel discussion to...

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