Auto Section: To Regain Service Profits, Think About the Big Picture

Leave a comment

At a dealership, consumers feel they’re getting service from a technician that’s an expert on their particular make and model, and they’re willing to pay a little more for that expertise. That’s especially important for out-of-warranty vehicles. That trust factor isn’t as high when a car owner visits a national chain or local independent shop. But too many dealerships aren’t communicating their inherent value.

Read more

CRC Section: The 3 Es – How To Drive Agent Performance, Improve the Support Experience

Leave a comment

True engagement involves understanding an agent’s unique strengths and perspectives and then painting an accommodating portrait of the technical support environment.  Agents must be informed “what to do,” how to do it” and “how what they do creates value to clients and shareholders” in terms of personalized relevance.

Read more

Retail Section: 5 Ways Marketers Can Improve Omnichannel Retail Experiences

Leave a comment

Exceptional omnichannel experiences remained fairly scarce in the retail sector. Many retailers are burdened by complicated processes and systems that mar the shopping experience for customers. Things are improving for sure, but the growth is slow for today’s rapid-fire digital environment.

Read more

Banking section: Banking on Demand – the Bank in the Cloud

Leave a comment

Cloud provides the ability to provide a product anywhere through centralised services on the net. Big data allows a bank to leverage those services anywhere on the net with a highly targeted 1:1 offer. Take the example that I use regularly of proactively targeting an individual with service on the net. The idea is that as I am walking down the street, you will know where I am, what I am doing and what I might need. I might be walking past a store and your front end nudges me that I qualify for a discount coupon in this store.

Read more

Digital Section: The Danger of Siloed Social Media

Leave a comment

Many companies treat social media as a separate entity to their branding and marketing channels. Those able to integrate it with their brand and marketing strategy are the standouts.
Read more

Mobile Marketing: How Redbox keeps its SMS program interesting for subscribers

Leave a comment

In the latest example of how Redbox continues to push the envelope on SMS marketing, the company sent out a text message to subscribers encouraging them to click on a link to be taken to a scratch-off surprise deal.

Read more

Analytics Section: R tops KDNuggets data analysis software poll for 4th consecutive year

Leave a comment

KDNuggests asked its readers the question “What programming/statistics languages you used for an analytics / data mining / data science work in 2014?” and one again, R was the #1 response. (R was also the #1 response in similar polls in 20132012 and 2011.) The top 5 selections of the 719 respondents were:

  1. R (352 respondents)
  2. SAS (262)
  3. Python (252)
  4. SQL (220)
  5. Java (89)

Read more

Older Entries