Martin Hill-Wilson
MAY 27, 2015
Is it Twitter and Facebook for social customer service? Digital profiling helps reduce guesswork and increases accurate insight. It’s all useful if you remember the golden rule of customer insight. This type of research is useful for developing foundation insights about customers. So how do you do it?
C Space
FEBRUARY 11, 2020
A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers. It’s how you discover the possibilities for your customers, employees, and businesses. The Right Insight.
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Comm100
MARCH 2, 2022
Listening to your customers and understanding why they buy from you can produce some very counter-intuitive insights. This is table stakes for any customer experience management operation, but the struggle within the organization is where the real work is needed.
Forrester's Customer Insights
SEPTEMBER 14, 2020
Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: [link] I have been following Apple keynotes for many years (since at least 2005) and they often generate irrational expectations for disruptive innovative products.
InteractionMetrics
JULY 22, 2016
Look at your customer survey from many angles: The customer’s perspective—is it easy to take? An operations perspective—does it uncover actionable insights? Your CEO—will your survey engage them with the voice of the customer? Strategy 3: Brainstorm how to augment your customer survey with other measurement methods.
CX Journey
FEBRUARY 18, 2016
Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." It's one of those books I’ve returned to several times over the years to refine my skills and to pass on storytelling tips to customer insight analysts and leaders alike.
Lumoa
JANUARY 23, 2018
Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? 2) Fact-based decision making considering not only the customer experience drivers but also the financial cost and benefit of the proposed actions.
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