Neil Skilling's blog

Common challenges of consistent customer experience

Posted 12 August 2010 - 11:49am by Neil Skilling
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Jennifer Kirkby wrote a nice article that summarised the common challenges for enterprises trying to deliver consistent customer experience.

Cross selling caution

Posted 13 July 2010 - 11:13am by Neil Skilling
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The opportunity for new revenue

Proactive cross selling within an existing customer base is standard practice for many large B2C organizations. Indeed for many businesses it is their biggest source of new revenue. However for some, cross selling may be new and previously un-tapped territory. For example, an opportunity to pursue new cross selling routes has just arisen for France Telecom.

Predictive modeling to combat collections

Posted 19 April 2010 - 12:52pm by Neil Skilling
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I was recently interviewed by Tom Groenfeldt of Banking Technology about an application for modeling techniques that isn’t usually front of mind: bank collections. Unfortunately, (and not entirely surprisingly) in the midst of the recent financial crisis, banks have seen an increase of late loan payments, bankruptcy, and home foreclosures. As a result, banks are paying closer attention to their customers’ borrowing and payment patterns, not only for their customers’ benefit, but also for their companies’ protection.

Real-time analytics makes for happy, loyal customers

Posted 10 February 2010 - 4:21pm by Neil Skilling
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Businesses serving the public must always remember that their employees are the face of the company. Thus, the perception of the brand is shaped by how employees interact with customers. Ultimately, customer loyalty is built through positive interactions and high-quality customer service that meets the individual's specific needs. Conversely, if you don’t meet your customers’ needs and their experience is negative, then customers are more likely to take their business elsewhere.

Is a true 360 degree view of the customer realistically achievable?

Posted 8 January 2010 - 4:27pm by Neil Skilling
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I was reading Peter Ostrow’s blog post Providing a 360˚ View of the Customer: Better Service – Higher Sales describing some forthcoming research that Aberdeen will undertake this year and this led me to reflect on some rather enthusiastic conversations I had with my colleagues this week.

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