loyalty

White Paper of the Week: Transforming Retail Marketing with Predictive Analytics

The white paper of the week this week is Transforming Retail Marketing with Predictive Analytics Retailers need to develop a loyal customer base and market effectively to them. But customers increasingly shop in multiple channels and formats, and have more choices than ever before. Using analytics to target customers with personalized marketing can transform the retail […]

My work at the International Institute for Analytics

I am a faculty member for the International Institute for Analytics and recently published two new briefs on how to use decision requirements modeling in the successful application of analytics, especially (but not solely) more advanced analytics such as data mining or predictive analytics. Decision Discovery for a Major Business Function This outlines how an organization […]

What The Economist doesn’t know about the magic of customer service

The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said […]