Kale Blog

2020 has been a period of intense transformation in the business world. Covid-19 has accelerated trends that were already emerging, especially regarding the customer experience. We take a look at the 5 most relevant customer experience trends for 2021. 

Many studies suggest that building customer loyalty is much more cost-effective than acquiring new customers. Not only is it cheaper, but it is also more profitable in the long term. Because of this, more andmore companies are relying on strategies that focus on expanding their customers' lifetime value (LTV), rather than focusing on acquiring new customers. 

In an increasingly competitive and digital market, creating meaningful customer relationships based on loyalty, prioritising the acquisition and retention of new customers and differentiating yourself from the competition through added value has become the key to success. We discuss customer engagement and why it is a fundamental strategy in today's business ecosystem. 

Customer scoring emerged as a technique in the banking sector used to establish which customers should be granted a loan. However, in recent years its application in marketing has proliferated, turning into the preferred form of customer segmentation to increase customers' economic value.

More and more organisations are transforming their business logic towards customer-centricity. However, there are still many companies that want to embrace the process, but don't know how to do so. We present the top 10 habits of customer-centric companies according to Gartner.

More and more organisations are transforming their business towards a customer-centric perspective. In this article we explain what customer-centricity is and what it means to be a customer-centric company.

The generation born between the 80s and 90s already significantly influences companies' business decisions and their impact will only increase in the near future. Businesses must adjust to the values and consumption habits of this new public, whose priorities differ from those of previous generations. 

Business intelligence has long been established as the Holy Grail of business strategy and decision making. However, what is exactly business intelligence and how does it relate to the new hyper-digitised environment and new customer consumption habits?

The term 'insight' has become very popular in the business environment and especially in marketing, advertising and business intelligence. However, there is still some confusion about what an insight is, what it is used for and how companies use it.

Marketing is rapidly moving towards digitalisation and the exploitation of technology. Data-driven marketing is now much more than just a marketing discipline and practically all marketing strategies are already data-driven.