The Global Marketing Alliance

Tag: customer retention

6 crucial customer service metrics you can’t afford to ignore

Post author By Rafferty Gifford
Post date 17th July 2018

How often do you monitor data relevant to your customer service? Do you know how good your customer service metrics are . . . have you measured them? How well do your teams perform when it comes to customer care – keeping them happy, dealing with complaints, upselling, cross-selling, responding quickly to their enquiries? Are your employees pulling their weight and helping to retain your precious customers? Rafferty Gifford shows how you can track their performance.

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Tags customer data, customer experience, customer experience management, customer feedback, customer retention, customer service, email, Facebook, live chat, social media, telephone, twitter

Big Data Data Innovation Global Next Practice

Analytics and targeting: why marketers vacuum up data

Post author By Tim Scargill
Post date 10th August 2017

Recently, the possibility of selling data collected by a robot vacuum cleaner triggered a debate about legality and ethics. But why would marketers vacuum up data and how would they use information about a home’s square footage, furniture and other personal details to reach customers? Tim Scargill discusses the many ways marketers utilise data analytics to predict consumer behaviour, improve targeting and personalisation and determine the ROI of their marketing efforts.

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Tags Amazon, Big data, CRM, customer retention, data analytics, demographics, Google analytics, location marketing, machine learning, market research, marketing campaigns, personalisation, predictive analytics, Promotions