Thank you Akshay for mapping your experience and using data to show the pitfalls in Kenya’s banking experience.
I think it is high time that banks considered data-sharing to improve customer experience.
Just like banks can no longer afford to compare themselves against the competitors, they also…
They say if you judge a fish by the ability to climb a tree you’ll always think it’s stupid.
Similarly, choosing the right metric for measuring customer satisfaction is just as important to ensure you are spending time and money in the right area.
I used to get this question from my supervisor when handing my monthly reports.
He would look at the graphs on online marketing performance and ask me to explain how metrics like reach and increased followers affected our revenue.
I do agree call centres are using wrong metrics that affect customer experience. I would add the same applies even for employees who are not on the front line. Employers should be keen to ensure they are not incentivising the wrong perfomances.
I agree, open data is the way to go for any business that is looking to innovate and disrupt their space. If you think about it, all the top brands in the world today are using data (netflix, google, IBM) to customize their products to customers’ needs. Google for instance, has 1 billion DAILY users for each of it’s 7 cloud products.
I couldn’t agree more. The lack of local data is especially detrimental for marketers like myself who rely on historical analysis to scale advertising budgets and look at past performance to determine baselines.
Sharing data is the next step Kenyan marketers need to take to identify gaps and opportunities, optimize their…
I found this read quite insightful: learned about new data collection tools and the different types of metrics. I also agree that a lot of companies are sitting on data instead of using it mainly because they imagine it’s rocket science (although we can argue that Kenyans have not been data savvy historically). All in all, as more companies digitize…