Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Ghost kitchens : the next disruption in the restaurant industry?
Jan08

Ghost kitchens : the next disruption in the restaurant industry?

I recently reflected on Deliveroo’s and Uber’s ghost kitchens which have appeared in various cities (read here and there) of the US and in London (read this article in the Guardian). Those ghost kitchen make perfect economic sense : margins are thin in the restaurant industry, driven by high employees-related costs, rent, expensive equipment and variability in demand. Setting up a restaurant is a bet with a 5 to 20-year...

Read More
The human costs of buying from Deliveroo, UberEats and the like
Mar08

The human costs of buying from Deliveroo, UberEats and the like

Deliveroo communicated that the number of lunch deliveries in Belgium had increased 19 fold ! People start understanding that food delivery is not just a Friday night habit. It can also be experienced during the week and also at lunch. However consumers must understand that their consumption patterns may also have some less positive consequences. Consumers want everything, quickly without extra fee I draw a parallel between the...

Read More
Sharing economy : revenues to be taxed in France
Feb15

Sharing economy : revenues to be taxed in France

The good thing with the sharing economy is that it has empowered individuals to make money. The bad thing is that governments haven’t been able to take much advantage of those new business models. In France the sharing economy represents a turnover of €2.5bn and a workforce estimated to 13000. Needless to say, it was more than enough to get the attention of governments in desperate need of money since the financial crisis has begun in...

Read More
Big Data : Belgian website Realo displays social profile of neighborhood
Jun17

Big Data : Belgian website Realo displays social profile of neighborhood

The news made a big buzz on 17 June in Belgium. Big Data based website Realo.com unleashed sudden polemic after months of existence (see for instance this article in French). Their mapping of real estate properties displayed not only properties for sale, but also social indicators like revenue levels, education and unemployment levels and the percentage of foreigners.   Why did the polemic start The polemic started after the...

Read More
Big Data: TAM Airlines creates unique customer experience
Jun12

Big Data: TAM Airlines creates unique customer experience

Let’s stick with our new habit of having a shorter Friday post. Thanks to our good friends at Creapills, we learned about the initiative of TAM Airlines leveraging Big Data and Data Analytics to increase passengers’ satisfaction. TAM Airlines used a Facebook Connect to get personal information on its passengers. For those of you who don’t know what a Facebook Connect is, it’s a popup that enables a website to capture data from your...

Read More