Insight-led customer retention

“Customer retention needs to be embedded in the marrow of your organisation”. This is my favourite line from Paul Gravett‘s article entitled ‘trickle or torrent: how successful is your customer retention?’. The article explains how an organisation can (and must) boost its customer retention. While Gravett was writing for the arts sector his message is relevant to other sectors too. […]

A Winning Culture Keeps Score

Keeping score is vital to the success of organisations and their staff. But this success hinges on everyone knowing what “winning” looks like and what the priority activities are to achieve it. Done well, an organisation can create a handful of relevant metrics that help everyone see & measure their contribution to the overall goal. […]

The process for creating actionable customer insights and turning insight to impact

Creating actionable customer insights – start asking ‘why’

Creating actionable customer insights is the cornerstone of being a customer-centric organisation. And in principle is sounds quite simple – find something insightful within your data and then take action based on what you found. Easy! Maybe not… recent research by IPSOS MORI for Verint suggests that while nearly all organisations collect some form of customer-related […]