Taking a ‘Customer Science’ Approach to Loyalty
Without doubt, the customer-brand relationship is changing. Mobile devices, social media, ubiquitous connectivity: all are rapidly altering the way in which consumers engage with retailers and other brands, and changing the dynamic of power between the two. But is this development something to be concerned about? Not if you take a customer-centric approach, say the folks at leading customer science company dunnhumby, who have been managing big data for 25 years. MeetTheBoss TV’s Ben Thompson checked in to the firm’s offices in London and Boston to find out how the retail world has changed.