The amount of data we generate today boggles the mind. As much as 90% of all data in the world today was created in the past 2 years, writes Keith Carter, adjunct associate professor in the Department of Decision Sciences at National University Singapore Business School and author of the book "Actionable Intelligence: A Guide to […]
Read More… from Harness Big Data Using Visualisation Software Tools
Internet-based sales have been growing steadily — companies report a 25% increase in the past year alone, according to a survey of 351 marketing executives. Not surprisingly, investment in digital marketing has also been increasing — companies expect to increase their spending on digital marketing by nearly 11% in the next year while, in contrast, […]
Read More… from Social Media Grabbing a Major Share of the Marketing Budget
Crowdsourcing and social media channels have largely replaced the private channels between a lone individual and an organization with a public debate in which external contributors not only submit suggestions but also vote for and comment on suggestions made by others. In the best cases, these interactions evolve into a vibrant initiative, granting the host […]
For most consumers, waiting in a long queue is a frustrating experience. There is nothing to be gained from standing in a slow line at the grocery store or waiting endlessly on the phone as a call centre automated voice intones again and again that “your call is important to us.” Most consumers don’t realize, […]
Read More… from The Surprising Benefit of Long Queues for Customers and Business
As more and more people prefer to shop online, an online presence is almost a requirement for just about any kind of bricks-and-mortar company from any kind of industry. Some online companies, however, are discovering the surprising benefits of traveling in the other direction: opening up bricks-and-mortar showrooms, allowing customers to feel and try on […]
Technology acceptance research tells us that user evaluations (i.e. beliefs, perceptions and attitudes) strongly influence rates of adoption and diffusion. The problem for companies that develop and sell new technologies — and for those that would benefit from using and buying them — is that user evaluations aren’t always accurate or fair. As many studies […]
Read More… from Decision Support Systems: Under-rated and Under-used?
Customer word-of-mouth is a hot topic in marketing today. Positive customer-to-customer reviews, whether verbal or written, are powerful marketing tools because they have more credibility with customers than company-generated marketing. In addition, once customers help spread the word about a company’s products, they are more engaged and committed to that company. Customer participation, on the […]
Many Internet retailers give customers the opportunity to review their products on their site, and some Internet companies even specialize in reviews only (e.g. Yelp and TripAdvisor). Given, as research shows, the impact that online customer reviews can have on the success of a product or service, it is no wonder that special attention is […]
Read More… from Online Customers Reviews: Loyalty and Deception
While research shows that people generally view CSR activities favourably, the question remains whether that positive attitude changes consumer behaviour. To answer this question, a team of professors from Dartmouth’s Tuck School of Business focused on one specific industry — grocery retailing — and also divided the types of corporate social responsibility in their study […]
Read More… from Do CSR Initiatives Enhance Customer Loyalty?
Customer effort research has been around since the 1940s but the debate gained momentum following a 2010 article, ‘Stop Trying to Delight Your Customers’, in the Harvard Business Review (HBR). In particular, the HBR paper raised interest in how CE and, in particular, customer effort scores (CES) could be used as an indicator of customer loyalty. […]
