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 [...]

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 [...]

Leveraging Big Data to turbo-charge marketing effectiveness

Your business has a growing volume of customer data, but are you using it to match the right offers to the right person at the right time? To increase marketing effectiveness, you need to deliver higher relevance and greater value to customers, opportunities tailored to meet their needs. So how can you do it?

Predictive [...]

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 [...]

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 [...]

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 [...]

Webinar: Increase customer acquisition and cross-sell with Predictive Analytics

Learn how you can use powerful data-driven marketing strategies that help you increase both conversion rates and customer satisfaction. Join our webinar on Thursday, November 15, 2012 at 10:00 a.m. – 11:00 a.m. Pacific Time.

Register Today! http://bit.ly/Tk6fYs

 

Listening to the voice of the customer

A Voice of the Customer program helps you reap many benefits: improve customer experience to increase loyalty, take early action to reduce risk, and grow your business through innovative products and services, and stronger relationships with your customers. Check out best practice tips from our CEO, Steve Ramirez, in his guest post on the ABA [...]

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 [...]

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 [...]