Category Archives: Customer Experience

Top 2 best practices for customer segmentation using data mining

Traditional market research uses surveys to segment customers, and survey analysis helps you discover groups of customers with similar characteristics, who may respond to similar messaging.  However, it does not tell you exactly which of your customers need which messaging. Data mining helps you increase marketing effectiveness so you can deliver the right message to

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Customer complaints about credit card billing disputes are on the rise

Since the Consumer Financial Protection Bureau (CFPB) first released its credit card complaint database earlier this year, the database has grown to include over 14,000 complaints from December 2011 through mid-November 2012. Given the size of the database, it’s now possible to analyze customer experience issues over time.  Credit card companies can see how they

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Guest post: Understanding how customers really want help

On the same day I published a post on the Clientific blog about the sometimes disappointing allure of technology (Technology is Not a Silver Bullet), the always insightful Discerning Technologist Brad Leimer shared a post from The Financial Brand on LinkedIn (Big Study Examines Retail Channel Preferences). The study, sponsored by Cisco, showed strong consumer

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Webinar: Increasing Customer Acquisition and Cross-sell with Predictive Analytics – Followup Q&A

Thanks to everyone who tuned into our webinar: Increasing Customer Acquisition and Cross-sell with Predictive Analytics. On our website you can download the webinar presentation and on-demand video for this event. A few of you had questions and we’d like to take the chance to answer them here: 1.  How long does it take to

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Guest post: Social sentiment really doesn’t matter if you can’t connect it to the “Why”

Social media has been embraced by more than just avid web users – it has become the place for the general public to share their sentiments and find out how others feel about brands, service, and experiences. However, despite a plethora of popular and emerging social tools, from Twitter, Facebook, and LinkedIn, to Pinterest and

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American Express’ $85 million fine explained by analysis of the CFPB’s consumer complaint database

Less than a week after fining credit card issuer Discover® $200 million for deceptive marketing practices, the Consumer Financial Protection Bureau (CFPB) announced yesterday it is ordering three American Express® subsidiaries to refund $85 million to customers, with an additional $14.1 million in fines. According to CFPB Director Richard Cordray, the agency “found that at

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Discover’s $200 million lesson from the CFPB

Yesterday, the Consumer Financial Protection Bureau (CFPB) announced that it ordered major credit card provider, Discover®, to refund $200 million to customers for deceptive marketing practices. In collaboration with the FDIC, the CFPB found that Discover had misled its customers into purchasing add-on products including “Payment Protection,” which offers coverage to customers who are unable

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