My PhD, 10 years on

This month (November 5th to be exact) marked the 10th anniversary of my PhD viva. I did my PhD at LSE with Dr James Backhouse, and investigated the profiling of undesirable customers (or customer screening). I looked at how organisations define who is a desirable customer, and who isn’t one; and the process that they … Continue reading My PhD, 10 years on

Benefits and challenges of using social media to profile consumers

  A recent consulting assignment prompted me to revisit the findings from a research project that I conducted three years ago, with Moira Clark and Paul Fennemore. We looked at how business-to-consumer organisations were using social media to complement their segmentation efforts. Here is an overview of our findings.   The first part of our study … Continue reading Benefits and challenges of using social media to profile consumers

July round-up

July was going to be the month I was going to get on top of my to do list. It didn’t happen. It was nonetheless a good month, which included the following highlights.   Researching At the beginning of the month, I attended the Academy of Marketing conference, in Bournemouth. I presented 2 papers, including … Continue reading July round-up

The performative power of the score

There are two interesting articles in the news, today. They are about two very different companies but, essentially, the same issue: the performative power of the score. Or, in others words, about how much a simple number can influence our life.   The first article is about passenger transportation company, Uber. It was revealed that … Continue reading The performative power of the score

Research project completed: Customer data in the digital age

It has been a whirlwind, but we did it: the team has now concluded the research project investigating Customer data in the Digital Age. And one day before the deadline 😉   Together with 5 other colleagues from Oxford Brookes University, Open University and the University of Liverpool, we completed in-depth interviews with 15 senior marketing practitioners. … Continue reading Research project completed: Customer data in the digital age

Presenting my research on developing customer profiles

I am at Lancaster University, for the Management Learning conference. First impressions so far are great: a friendly group, and I even met another marketer 😉 I am presenting tomorrow morning on my research into how organisations develop profiles of their customers. My experience is that different employees presented with the same data set about a … Continue reading Presenting my research on developing customer profiles

Research project: customer data in the digital age

** UPDATE: this project is now completed ** I have wonderful news to share with you. A team that I have been working with has just secured funding for a research project looking at ‘Collecting and using customer data in the digital age’. The project examines the issues faced by managers when using digital data and sophisticated methodologies … Continue reading Research project: customer data in the digital age

Research project “Taking Liberties” – practitioner reports available

For the past couple of years I have been working with colleagues from the Open University on a research project looking at the uses of commercial data for national security purposes. The project was sponsored by the Leverhulme Trust and was motivated by the observation that, increasingly, commercial organisations are asked to act on behalf … Continue reading Research project “Taking Liberties” – practitioner reports available