The term ‘Voice of the Customer (VoC)’ specifies a process or strategy to measure the customer preferences, opinions or sentiments, and then use these insights to create a holistic and 1-to-1 customer experience to grow customer satisfaction and loyalty. According to...
We are living in the era of data-driven retail where an improved shopping experience results in greater sales, stronger brand advocacy and higher regular & repeat visits. But to provide this improved shopping experience, retailers require lots of personal data to...
In a world of technology driven change, the retail industry is adapting to rapidly changing consumer shopping habits. Today’s shopper, armed with their smartphone, Facebook account and favourite apps, have tremendous pricing transparency and continually rising...
Manufacturers selling direct to consumers is a hot topic. From Microsoft, who recently confirmed that they plan to open a first store in Europe in central London (adding to their approx 100 stores in the US and 1 in Australia), to Tesla, who have forsaken the...
There was an interesting interview with Antonio Sciuto CMO at Nestle Waters recently (source: Marketing Land). We thought it would be good to share some of the bits we thought were most compelling. How does Nestlé Waters define the customer journey? “Today people...
