Why marketing based on demographics is only part of the answer By Chantal Rapport You know the drill. You’re sitting at a conference, hoping for some actual business intelligence, when they…
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Uber research report reveals why consumers flock to the ridesharing program and why it's here to stay With 54% of potential consumers already using Uber in major markets and...
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Nothing puts fear into the heart of a sales person, or a CEO for that matter, than the thought of changing prices. Input costs tend to rise over time, strategies change, competitors move: all are scenarios where a price change is applicable. But when we work with clients on pricing we meet more trepidation than we do with many other analytical pursuits.
Earlier this year I wrote an article for the Globe outlining the top reasons for companies to have a Chief Customer Officer. Without repeating all the details, the basic premise was that in the era of customer centricity companies need a senior executive that owns the end to end customer experience. This executive needs to be empowered to make decisions across what today are individual silos: marketing, sales, operations, human resources, etc.; if it impacts the customer, the CCO needs to be accountable for it.
Sam Puchala joined SATOV in its early days, in September of 2004, and quickly became a pillar of the organization. We recently formally recognized that contribution by making Sam a partner at SATOV.
In an increasingly complex and competitive world, business executives are focused on improving their understanding of their customers. Organizations today are fortunate to have a wealth of customer information at their fingertips. Hours are spent conducting surveys and focus groups, and in analyzing transactional, demographic and other data in an attempt to optimize the way they segment their customers and drive them to behavior. In our work, we have observed some commonly held, but often incorrect, views about customers. We call them the customer fallacies.
Foreign investors may have retreated for now but SATOV study shows Canada’s telcos are vulnerable to new entrant
In theory, big data enables organizations to make better decisions, improve productivity and build better product offerings. However, many executives are confused by the term and few organizations are equipped to work with it properly.