We’ve been thinking.
Personalization and data science
One time, as a high school student in Mandan, North Dakota, I received a bunch of offers to buy a condo in a 65+ community in Arkansas. I felt slightly bad for this real estate developer who couldn’t bother to apply basic age segmentation to the marketing list he...
Data and Design Thinking
You want to know the most frequent question we receive from prospective clients? It's something to the tune of "why the heck would you mix analytics and design?" Our inquisitive friends usually believe that mixing these two disciplines is like petting a cat backwards....
Whales or minnows – who are you targeting?
Often times, loyalty programs are called “best customer programs” and sometimes that is the right strategy. However, focusing on best customers isn’t always the best loyalty strategy. Fundamental to developing and managing a loyalty program is to understand which...
Where the World of What Is Meets the World of the Possible
An old colleague of mine used to say "Many leaders think that if you surround a problem with enough data, it will just relent." It was a provocative statement because it highlights one of the most widely believed untruths in business - the belief that you can solve a...
Going beyond basic metrics
TL;DR: put your data to work and get actionable insights to drive profitable customer behavior by going beyond "the basics". Most Loyalty and CRM platforms provide a host of standardized reports and metrics: active members, customer lifetime value, new enrollments,...
How to use service blueprints to frame content strategy
There are many facets to service design, and that’s honestly why I love the discipline. Designing a great service involves service touch points (interactions customers have with your service in physical and digital spaces), supporting operational...
3 Reasons Why You are Ready for Data Science RIGHT NOW
No doubt you have heard data science success stories of some of the world's most innovative companies. Whether it's Google's self-driving cars, Amazon's employee-less stores, or the classic story of Target who predicted a woman's pregnancy before she even told her own...
