Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
[PODCAST] Future Trends in Advertising with Paul Lee (Deloitte)
Jan06

[PODCAST] Future Trends in Advertising with Paul Lee (Deloitte)

For this first episode of the year, we innovate a little and offer you a podcast in English. Our first interviewee of the year is a reference when it comes to the advertising market and the universe of media. Paul Lee is Deloitte’s Global Head of Research for the telecom, media and advertising markets. A triple skill that allows him to take an innovative and in-depth look at a market that has been in almost constant change since...

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Reading privacy policies of the 20 most-used mobile apps takes 6h40
May28

Reading privacy policies of the 20 most-used mobile apps takes 6h40

Our latest article on consent fatigue with regards to privacy policies prompted for some kind of follow-up. The market research insights that we used in that article were pretty old (2008) and an update was needed. That’s the purpose of today’s article. We discovered that privacy policies have greatly increased in length over the past 10 years. Mobile applications’ policies are on average 58% longer than the ones...

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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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Influencers of today are radically different from influencers of the past
Feb24

Influencers of today are radically different from influencers of the past

I was watching TV the other day and saw a short report about a gathering of influencers. It was pretty funny to watch. A crowd of youngsters was filmed who tried to explain to the reporter why they were there and what they did for a living. – “I’m an influencer” one teenager said. – “What does it mean ?” the reporter asked – “well, you see, I influence people. I do videos and other...

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Linkedin helps recruiters develop bad practices
Feb15

Linkedin helps recruiters develop bad practices

There’s something I hate about Linkedin. When you are active in a sector where demand exceeds offer, you start getting all kind of bullshit InMail and connection requests from recruiters. I’m in the Big Data consulting business; you can easily imagine what kind of attraction power my Linkedin profile represents for recruiters working on a no-cure-no-pay basis, receiving positions to fulfill from clients and not knowing...

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Market research : how news consumption is evolving
Jan11

Market research : how news consumption is evolving

You know we love market research and in this article we’d like to discuss and comment the latest results published by Reuters in their worldwide market research on news consumption and mix them with some EBU media intelligence reports to understand where medias are heading to. Market research conclusions Let’s start for once with the global conclusions : by and large TV remains the main source for news. Online sources have...

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