Consumer Analytics

I’ve been attending the annual CIO Symposium hosted by the MIT Sloan School of Management for several years now, and always walk away with a fresh batch of thoughts from top business, IT and academic minds. Here are three of the most valuable insights I learned at the recent 2015 edition of the conference.

Know Your Customer – Now

Office Depot is seeking to attract more veterans and their families to its stores with a new discount program.

The retailer is teaming up with Veterans Advantage to reward active duty and retired military, veterans, National Guard and Reserve, and their families with a 20% discount on office supply purchases. Veterans Advantage discounts are available every day on regularly-priced items and can be combined online with the company’s standard free delivery on qualifying purchases of $50 or more within our local delivery areas.

San Francisco – E-commerce platform Bigcommerce teamed up with Braintree and PayPal to offer an end-to-end ecommerce solution that makes it easier to launch and grow an online store. As part of the collaboration, Bigcommerce merchants will also get access to PayPal’s One Touch for web and mobile, enabling shoppers to pay across more than 90,000 online stores in a single touch, without needing to enter user IDs or passwords after their first login.

San Francisco - Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels. According to findings of the quarterly Zendesk Benchmark report, customers using live chat for customer service are satisfied 92% of the time.

The average benchmark for live chat across all geographies and industries is 62 chat conversations a month; first response time of one minute 36 seconds on average; and customer satisfaction of 92%.

Astoria, N.Y. – Bareburger has signed up to use Buxton's Scout platform to identify the best market opportunities for growth in the U.S. and Canada. Buxton's custom analytic solutions will allow Bareburger to quantify growth potential and select the best sites for new locations.

Expenses related to a corporate restructuring led Etsy Inc. to report a huge loss in the first quarter.

Waban, Mass. -- Supermarket companies Hannaford and Publix took the top spots in the 2015 Temkin Effort Ratings, which rates how easy or difficult companies are to work with. The ratings examine 293 companies across 20 industries.

Hartford, Conn. -- Cyber risks, medical cost inflation, and legal liability are among the top concerns for American businesses of all sizes, according to results from the second annual Travelers Business Risk Index. The survey polled more than 1,200 business decision makers across the country to better understand what they believe poses the biggest threat to their businesses.