BI: ‘Voice of the customer’ programs combine feedback in one place
About 18 months ago, Charming Shoppes launched a customer insights project to "deliver actionable customer and market research and analysis to the business," according to Jeffrey H. Liss, who headed up the initiative. Liss is now senior vice president of corporate strategy at the plus-size women's clothing retailer.
Before that time, the company collected and disseminated customer feedback in a less than organized way, Liss recalls. Various departments and brand groups received input from customer emails and online product reviews, and store personnel received verbal comments from shoppers. Anything deemed relevant was "passed up the command chain" to top executives via email distribution lists, Liss says. As a result, "We had a lot of anecdotal information floating around," and executives had no way to distinguish important data from rumor, he reports. Read more...
22 free tools for data visualization and analysis
You may not think you've got much in common with an investigative journalist or an academic medical researcher. But if you're trying to extract useful information from an ever-increasing inflow of data, you'll likely find visualization useful -- whether it's to show patterns or trends with graphics instead of mountains of text, or to try to explain complex issues to a nontechnical audience.
There are many tools around to help turn data into graphics, but they can carry hefty price tags. The cost can make sense for professionals whose primary job is to find meaning in mountains of information, but you might not be able to justify such an expense if you or your users only need a graphics application from time to time, or if your budget for new tools is somewhat limited. If one of the higher-priced options is out of your reach, there are a surprising number of highly robust tools for data visualization and analysis that are available at no charge. Read more...