Who remembers using ads in the “Items Wanted” sections of their local newspaper? How many people still do this? Of course, there are modern, on-line equivalents but they represent a tiny proportion of the introductions between buyers and sellers for used items, let...

There can be little doubt that understanding how ‘value’ is distributed across their customer base is important to virtually all commercial organisations. Reflecting the value of different customers in everything from channel planning to marketing campaign selections...

A stream of thinking that can and did go everywhere? I started by taking the comment at face value and assuming that a connected toaster was a natural progression from connected fridges, smart tv’s etc. Maybe a manufacturer would build in the capability that the...

Why marketers should stop thinking in terms of communication consents and permissions and start thinking in terms of Information Sharing Agreements. Whatever spin you put on the concept of customer communication consents and permissions they are rarely thought of...

Data Quality Reporting is one of those practices that can be more harmful if done badly than not done at all. At this very moment there will be many thousands of operational people and executives who incorrectly believe that their data is in good shape due to...

There can be little remaining argument that true customer centricity is massively deeper than any single attribute or characteristic of an organisation. Customer centricity has to be ‘balanced’ in its emphasis between providing great customer experiences and...

Many leading consumer product and service providers allocate a financial value to their customers. Their motivation for doing so is almost always commercial. The increasing number of organisations serving the needs of the World’s very poorest customers are also keen...