Discover Insight

discoverINSIGHT

We often begin our analytical effort by understanding the behavior of our clients’ customers, or best customers, to be specific. By identifying the key behaviors of this critical customer segment, we are able to efficiently determine a wide range of opportunities, based on company need and situation.

These opportunities include:

Attrition risk of Best Customers
Cross-sell opportunities
Profiles of prospects most likely to convert (and customer most likely to re-buy)
Channel preferences (email, direct mail, web site, etc.)
Customer profiles and profitability
Timing for communications and offers to be the most effective
Campaign analysis and profitability
Lifetime value of customers, and specific campaigns
Specific impact of social media on the business
and so on.

Our process is driven by experience in a specific industry and across industries. While we can “speak the language” of individual businesses, we also find that many innovations occur by applying a technique from one industry to another. For example, customer attrition analyses originally pioneered in banking are now common in retail and other industries.

“Beginning with the end in mind” helps us avoid going down dead-end paths in analysis. We quickly focus on understanding baseline customer behavior and then determine the roads for additional analysis based on the opportunity.

One piece that makes our approach unique is that we also begin with a solid understanding of how the analysis will be used. As a result, we do not spend time and money on analysis that will produce results that may require extensive investment to execute. For example, we do not focus on analysis that will drive web site personalization if our client’s site does not possess that capability.

Service Offerings: