Customer Intelligence Blog

Today’s New York Times sported an article on “The Age of Big Data” (http://www.nytimes.com/2012/02/12/sunday-review/big-datas-impact-in-the-world.html?_r=1&hp), which is fast becoming the hottest topic in business. It’s no secret that we are awash in data. IBM’s recent CMO study shows that over 70% of marketers say that the “data explosion” is what they feel the most unprepared for [...]

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Do you notice that everywhere you go banks are just about everywhere? When you happen to be walking along the streets, you will notice that these establishments, big or small, are located on just about every corner. However, reality bites for some small banks because bigger and more popular banking groups can overshadow them. Luckily [...]

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It’s been said that the job of the strategist is to create little monopolies; to identify segments of the market where the company’s product/service package is so uniquely well positioned that the competition’s offering doesn’t get serious consideration. In effect, it doesn’t exist. From the customer’s perspective, the only real alternative to buying the company’s [...]

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Introduction During the good times, most banks went some way towards developing a set of defined customer value propositions, but in these difficult times many are wondering whether this approach really adds value. On the contrary, research conducted shows that, more than ever, a recession highlights the importance of understanding how to create value, and [...]

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Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your customers that are hard for them to refuse, and their brand affinity may have strong appeal to your customers – brand affinity is positive association built through cause marketing, perceived social status [...]

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It’s the time of year when every blogger seeks, Nostradamus-like, to pierce the veil and lay bare the secrets of the future. No different, I hereby offer my 5 predictions for CI in the New Year. Enjoy! 1. The biggest will get bigger – sort of. Scale begets scale, and the very largest companies will continue [...]

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Everybody knows that Facebook is eating the world (wide web, anyway): FB now has over 750 million users and reaches 43% of all Internet users. As more and more people spend more and more of their time on FB, however, it means they’re spending less and less time on your website – and that means [...]

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For IBM’s recent Global CMO Study (http://www-935.ibm.com/services/us/cmo/cmostudy2011/cmo-registration.html), 1,734 CMOs were interviewed and asked about their most pressing issues. Their biggest concern? The ever-larger amounts of data which they’re expected to understand and act on – a whopping 71% of CMOs interviewed said they felt unprepared to deal with the massive amounts of data now being [...]

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Last Wednesday at PNT’s 6th quarterly Customer Intelligence Gathering, Mary Beth Sullivan (Managing Partner of Capital Performance Group) spoke on making better use of customer insights to drive profitability in banks. Before the financial crisis of 2008, banks basically didn’t have to pay too much attention to customers – individual consumers were all too eager [...]

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