Tag Archive: customer engagement

Guest post: ‘How Marketing-as-a-Service builds trust and engagement’ by Graham Hill

Talk to most marketers and you get the impression that they know what makes their customers tick. They have piles of marketing research to prove it. But do they really? The recent fast.MAP Marketing Gap Tracker looked at the differences...

CTRLio is helping consumers manage their personal data assets

CTRLio is a digital profile management service which aims to help users control and benefit from their personal data. By handing back control of personal data assets to individuals CTRLio believes businesses will develop more engaging commerce. The London-based company...

An interview with personal data service Handshake

Handshake is a new app and web service (in beta) that aims to help consumers to negotiate a price for their personal data and sell it directly to companies. Consumers create profiles choosing how much data they want to share....

Will easier switching change the banking industry?

From Monday 16 September UK banks will offer their customers a guaranteed ability to switch current accounts in a simple, reliable, hassle free way. The product of two years’ work by the payment industry’s regulator the Payments Council, there are...

An interview with DuckDuckGo

DuckDuckGo is search engine with a unique selling point that it puts users’ privacy first. The Prism scandal created concern among web users as to what information companies like Google collect about them and how this data is used. In...

Is that a hole you are digging? Or is it your grave?

A really interesting article by Internet Advertising Bureau President Randall Rothenburg has just gone up on its web site. I recommend you read it, not so much for its content but for its tone. Just a few years ago the...

Track My Macca’s – The Flip in action

A few months ago we discussed The Flip – organisations turning their knowledge, expertise and information into a customer service. A new app launched in Australia that allows McDonald’s customers to track the ingredients in their burgers shows one example...

Trust Frameworks: an opportunity to close the gap on trust

A new, short paper published today by Ctrl-Shift explores the business opportunity presented by Trust Frameworks. It is a useful introduction and reference document for marketing leads, customer experience strategists and data scientists who want to understand more about such...

Panorama and the Big Data hype cycle

When hype cycles reach their peak, the connection between the thing at the heart of the hype (which may or may not be important) and what people say about this thing frays to the point of breaking. Unjustified extrapolations, logical...

Can Barclays really change?

It’s really quite something when a CEO as senior as Barclays’ Antony Jenkins’ takes a stand as he has over the need for corporate values that build trust. In his recent letter to staff Jenkins admits that like other banks,...

The case for brands as information services

I’ve just had a big picture theoretical article on the nature of brands and branding published in a special edition of the Jourmal of Brand Management on ‘The New World of Brand’. The article looks at developments in technology, in...

Customer loyalty in retail banking: news coverage

We’ve had some great media coverage of our new report ‘What are banks for? Customer Loyalty in Retail Banking’. Banking Technology highlights the ‘Race to build customer-centred banking is on’ and the report’s findings that ‘the banks surveyed by the...

Customer loyalty in retail banking

We’ve completed our major research project looking at customer loyalty in retail banking. The report, ‘What are banks for? Customer Loyalty in Retail Banking’ is compelling reading for anyone who wants to understand what customer loyalty means for banks in...

Identity Assurance: Mydex’s unique contribution

On Tuesday the Government announced that Mydex, a Community Interest Company/social enterprise and one of the Personal Data Store providers in our recent PDS market review, is one of a select group of private sector Identity Providers that will start...

A New Business Model for the Internet

Microsoft’s decision to set ‘do not track’ as the default option is another game changer in the fast moving world of the control shift. It does two things. First, it forces the other browser providers to respond. What will Mozilla...

Consumer empowerment in 2012

So what trends will take shape in 2012 as the control shift continues in this era of consumer empowerment? Consumers will continue to assert their ‘voice’ harnessing social media to organise themselves and share information. This level of active participation...

Milestones in the control shift

So much has happened and changed in 2011 and the control shift is well underway. We’ve captured below some of the significant milestones that have unfolded this year with links to the relevant news items taken from our Market Watch....

Tracking the control shift – the consumer view

We are setting out to track the ‘control shift’ through a tracking survey that will, over time, provide evidence of which changes are unnfolding, where, at what pace, with what impacts and implications. Our initial research is now available and...

UK in Division 2 for consumer empowerment

A new EU-wide research survey published in April 2011, has shown that the UK lags behind many other countries according to a consumer empowerment index. The research revealed that less than 50% of the 56,000 respondents (in 29 countries answering...

Tracking the control shift – Part 2

We’re still progressing our thinking on how to provide the consumer side of the evidence of the control shift. Thanks to those who commented on the original (either on site or via email). We are now close to our final...

Tracking the control shift

We’re about to start our longest ever project – one that we think will take us to 2020 and maybe beyond. And we need your help. We’re setting out on a simple task: to track the change in control from...