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  • admin 9:51 am on February 8, 2017 Permalink
    Tags: , Brands, Britain, , , , , , , , , Prosper, Serving   

    Lloyds Banking Group: One Ecosystem Serving Multiple Brands Delivering Business Outcomes to Help Britain Prosper 

    Latest imported feed items on Analytics Matters

  • admin 9:52 am on August 20, 2015 Permalink
    Tags: Brands, , , , , ,   

    Is Great Customer Service The Ultimate Insurance For Smart Brands? 

    css_logo_f_publicWhen you sell a product your customers can find elsewhere, is there any way to ensure they’ll turn to you, instead of your competition, when the time comes to make a purchase? Ultimately, that’s the challenge every commodity-based business faces: What can you do to make sure your brand is the clear first choice when other options are available?

    For The CSS Group, a leading insurance provider headquartered in Lucerne, Switzerland, standing out from the crowd is key to their success.

    “If you are in a business like we are, where the products are commodity, you need other differentiators than the product—and that’s service,” says Volker Schmidt, CSS’s CIO and CMO.

    As the market leader in basic insurance, one of the top insurers for corporate institutions and a leader in health, accident and property insurance, CSS is clearly doing something right for its 1.77 million customers –and they’re using data to build that value.

    “To enhance customer service, you need data,” explains Schmidt. “If you don’t have any data, you don’t know –it’s like you driving a car blind.  If you don’t have the data, all you can do is think –you can manage by emotions, but not by facts. I like to combine emotions with facts because it gives you much more power.”

    In 2012, CSS created a “Process House” to shine a bright light on each one of the company’s direct and indirect customer processes –from sales, claims and billing to call centers, texts and web. The goal was to improve each interaction and foster greater satisfaction and loyalty among existing clients. From the client’s perspective, this is customer experience management. From CSS’s perspective, it’s about process and quality management… and driving revenue. After all, when CSS improves each step/interaction, the company improves the brand and increases customer satisfaction.

    To gather and analyze all the valuable process feedback, Teradata Unified Data Architecture and Teradata Integrated Marketing Cloud became necessities for the team at CSS.

    Here’s an example to illustrate my point:

    CSS uses Teradata’s solutions to calculate client churn and to gain insight into the factors behind that churn. If a client has a potentially high churn rate, CSS proactively contacts them to learn how they can recover their confidence and earn their ongoing business. The Integrated Marketing Cloud played an essential role in helping CSS’s marketing organization define more than 20 life events that enabled them to be more responsive to, and aware of, their customer needs.

    This data driven marketing approach not only leads to increased customer retention, but also customer acquisition through enthusiastic recommendations to friends and family. CSS understands that the more satisfied customers are, the stronger the CSS brand grows –and Teradata has been a trusted partner in achieving those brand goals for nearly 20 years now.

    To learn more about how The CSS Group is on track to be best-in-class by 2018, check out this video on the power of data-driven customer service.

    The post Is Great Customer Service The Ultimate Insurance For Smart Brands? appeared first on Teradata Applications.

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  • admin 9:49 am on March 16, 2015 Permalink
    Tags: , Brands, Celebrus, , , info, , , , , ,   

    57% of consumers happy to share personal info with brands they trust, Teradata & Celebrus reveal 

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  • admin 9:57 am on February 1, 2015 Permalink
    Tags: Brands, , , ,   

    6 Big Data Examples From Big Global Brands 

    big data examples from major global brandsWhere are we with big data? Has it moved from theory into practice? Are global organizations really using big data today to make significant changes in their organizations? Are there working solutions in the market that derive value from the analysis of non-traditional data?

    Let’s discuss six big data examples that illustrate how big global brands are realizing big gains from their use of these new data sources.

    Get a better understanding of how major corporations like wireless carriers, healthcare providers, tech players and hardware manufacturers are supporting a culture of innovation with these examples of new capabilities with nontraditional big data.

    A major U.S. wireless carrier is a perfect example of a big data innovator. As part of their big data solution, the carrier now has a repeatable process for uncovering insights that solve issues management wants addressed.

    Consider this big data example: recently the carrier analyzed voice conversations (a difficult source of unstructured data to handle previously) between customers and call reps. The organization needed to discover why customers were calling into service centers after making online payments. Using big data analytics , the internal team uncovered an answer that wasn’t available by other means – it learned that customers needed reassurance from a call rep that their service would not be interrupted due to late payment. With this valuable insight, the carrier understood that it needed to confirm the payment assured uninterrupted service. The result was an immediate drop in calls to customer service.

    The same carrier “listens to customers” in real time and in a way never possible before big data analytics. By integrating and analyzing big data examples like social posts and call verbatims, the company has greatly enriched its individual customer portraits. Now it gains a significant advantage over competitors by quickly targeting communications or marketing efforts based on customer sentiment instead of marketing guesses about customer groups.

    Another big data example lies within a solution used by premier global wireless carrier Vodafone Netherlands. With its new capabilities, the phone company has the advantage of being able to integrate large amounts of customer-based nontraditional data – such as social posts and web history. It can now generate a higher level of insight from its greatly expanded variety of data sources. The result is a more sophisticated view of customers. These new insights allow marketing to deliver more relevant offers to realize two significant benefits: stronger marketing success and the ability to distinguish its premium brand from lower-priced competitors. Learn about other ways international carriers benefit from big data analytics.

    Wellmark Blue Cross/Blue Shield also use big data to find new answers. One healthcare provider had a troubling inbound call volume – with a distinctive pattern. Six percent of its members accounted for 50 percent of its inbound call volume. With its new big data solution, the insurer can leverage text from call logs and integrate that with transaction data. This establishes a repeatable process to untangle odd call volume phenomenon like this, and others. Learn how Wellmark Blue Cross/Blue Shield benefits from big data analytics.

    A global leader in consumer transaction technologies, NCR, has effectively leveraged diverse data sources to fundamentally modernize its business capabilities. Big data has supplied near limitless opportunities for the hardware and software giant. For example, it can now predict when certain devices in the field will fail. This opportunity is large considering the organization services tens of millions of devices around the world. The company receives telematics data from devices in the field and performs predictive analytics to determine the health of the technologies it both manufactures and/or services. The benefit? It can send digital instructions remotely to wired devices to address issues – or it can send technicians with the correct parts and tools, to the right device, at the right time. Downtime at customers can be planned or even prevented. Learn how NCR uses big data analytics.

    Dell uses social media data to double closure rates and drive business results. With a sophisticated big data solution, it enhances the view of its customers and prospects in real time by tying traditional transaction records with things like social media user names and email addresses. With this information, the computer maker can offer personalized promotional offers. Big data analytics produces insights based on this newly expanded view of the customer that improve propensity models, which in turn, makes future campaigns more successful. Prior to this novel use of social data, marketing could only identify names for about 33 percent of those who responded to promotional programs. Now, the manufacturer accurately identifies 66 percent of respondents. Learn about ways that Dell drives business using big data analytics.

    Learn more about Teradata’s Big Data Analytics Solutions.

    The post 6 Big Data Examples From Big Global Brands appeared first on Data Points.

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  • admin 9:44 am on October 30, 2014 Permalink
    Tags: Brands, ,   

    Connecting Brands to Consumers 

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