Customer engagement analytics

4 must-have features for your customer listening platform

Customer listening is now essential Ever talked with someone who doesn’t seem to listen to you or let you get a word in edgewise? Pretty annoying, right? The same is true in digital marketing. In order for you to market and, ultimately sell better, you need to listen as much as you talk. Only then …

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Add customer experience metrics to your marketing scorecard

Digital marketers need experience-based metrics If you’ve been a digital marketer for more than a quarter, you know your key performance metrics by heart – things like Cost Per Acquisition (CPA), Marketing Qualified Leads (MQLs), Return on Ad Spend (ROAS) and, of course, Conversion Rate (CR). These are what I call the ‘hard’ marketing metrics …

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Can I use predictive analytics to predict the World Cup winner

Predictive Analytics is the future of marketing Okay, so that title might be a tad misleading. Especially when you consider my knowledge of football is on a par with my knowledge of forensic mineralogy (a rock is a rock, right?). But I do know about predictions. The hyperbole about Predictive Analytics and its potential power …

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Why do your customers do what they do? Ask them, not the data!

How Coca-Cola could have foreseen the ‘New Coke’ crash It’s 1985. For the past 15 years, the Coca-Cola Company has seen market share decline for its flagship product. After conducting blind taste tests with more than 200,000 consumers, the soft drink brand discovers that consumers prefer a new formula to Pepsi and even to the old …

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