Customer Strategy Network News and Blog

The 2019 Delphi Report Final

A clear indication how far customers have shifted to mobile can simply be found by looking at Facebook’s mobile ad revenues for 2016 which represents 80% of total ad revenue.  Only three years ago, mobile accounted for around 20% of the social network’s ad revenue....

From a loyalty marketing perspective, few business tools are as useful as NPS - or Net Promoter Score - described by Harvard Business Review as "the one number you need to grow" - and the industry standard since the model was first published more than two decades ago...

In this age of digitalisation, where profitability increasingly depends on the effectiveness of a company’s open ecosystem, the Customer Strategy Network provides a strategic framework to ensure data privacy & profitable customer management successfully coexist:...

A favourite approach for many marketers is known as the KISS Principle - "keep it simple stupid". It surprised me the first time I heard it, but once I learned it was the design approach used by the US Navy, it quickly impressed me. With increasing competition...

Manufacturers represents around 75% of the total worldwide advertising spend.  To get the highest return from this investment manufacturers are increasingly seeking access to specific SKU (stock keeping unit, or item-level sales data) to further influence the...

JANUARY 22, 2019 / SIMONROWLES / EDIT AIA New Zealand is set to launch the Vitality rewards program in New Zealand in 2019.  It’s kind of a big deal on two counts: For customers – it’s a very rich offering relative to other rewards and loyalty programs in this market...

Having spent the best part of a decade working with F&B Operators and their Service Providers here in the UK, I believe the pace of change for how restaurants manage their customers has never been greater.  Customers demand seamless, and increasingly digital...

So why does Starbucks top the charts for the most used mobile payment apps in the U.S. in 2018*: Starbucks app: 23.4 million users Apple Pay:         22.0 million users Google Pay:       11.1 million users Samsung Pay:    9.9 million users *in-store payments (Source:...

For the purposes of this article, imagine if you will, I am the newly installed CEO of a 100 plus location national Casual Dining Chain here in the UK. With little or no footfall growth predicted for the UK restaurant sector, except for quick-service, my first real...