Forrester's Customer Insights

JUNE 14, 2024

Learn how you can gain competitive advantage through outcome-based digital ecosystems.

Competitive Advantage 36

Competitive Advantage Consumers Brands B2C 36

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . Shared value between the customer and the brand is key to doing business in the future. Despite all the big data available to brands, they don’t really know their customers.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

SurveySparrow

JULY 26, 2023

Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand. Competitive Advantage A strong VOC program can give businesses a competitive edge.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Alida

APRIL 4, 2017

In these precarious times, both established and new retail players need to focus on customer needs. Today’s fickle customers don’t want aisle after aisle of redundant merchandise; they want to be a part of a brand experience. Understand customer habits. Others brands are pursuing experiential retailing.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Forrester's Customer Insights

NOVEMBER 21, 2023

Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights. Don't miss out on gaining a competitive advantage by revitalizing your data culture.

Culture 61

Culture Competitive Advantage 2023 Insights 61

SurveySensum

AUGUST 1, 2023

Understanding what loyalty really means and how it impacts a brand’s growth is absolutely crucial in coming up with killer strategies. Loyal customers not only make frequent purchases, but they also tend to spend more, ultimately boosting a brand’s revenue and profitability. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

SurveySensum

AUGUST 21, 2024

In this competitive market ensuring a positive and hyper-personalized customer experience is the key to winning your customers. In fact, for 73% of customers, a good and positive experience is key in influencing their brand loyalties. Top 7 Customer Journey Analytics Tools To Checkout 1.

Customer Journey 52

Customer Journey Touchpoint Multi-Channel Demo 52

Forrester's Customer Insights

NOVEMBER 5, 2018

Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand. Bad news: The competitive advantage these experiences […]. They shifted ad budgets (under siege thanks to trust and transparency issues) to even more technology and CX initiatives.

2019 43

2019 Brands Competitive Advantage 2018 43

Alida

SEPTEMBER 6, 2018

These stats all suggest that there’s massive opportunity in the retail industry right now, but it’s still a competitive landscape with disruptors lurking at every turn. To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte.

Retail 243

Retail E Commerce 2017 2018 243

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. You don’t even have to say the words “customer experience” and it still happens. Customer experience is NOT a tool or technology or feedback system.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

BirdEye

JULY 15, 2024

Multi-Location Enterprises Discover how to harness advanced AI to gain valuable insights and competitive intelligence that fuel growth across all your locations. Local businesses, in particular, can leverage AI to gain a significant competitive advantage.

2024 59

2024 Social Media 2023 Events 59

Lumoa

NOVEMBER 10, 2021

Customer experience (CX) design is the process of finding ways to leverage those experiences so they engage and thrill customers throughout the lifetime of their relationship with a brand. CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

Alida

NOVEMBER 28, 2017

According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. She recommends having a point of contact for each insight community. Insight communities can deliver significant benefits in their early days.

Insights 100

Insights Competitive Advantage Innovation 2017 100

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100

Kustomer

SEPTEMBER 1, 2022

Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. What Is Customer Service Strategy?

Customer Service Strategies 85

Customer Service Strategies Customer Service 2025 Consumers 85

Thematic

FEBRUARY 19, 2024

Your customer experience (CX) begins the moment they discover you. Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Your customer experience (CX) begins the moment they discover you. Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

CX University

AUGUST 1, 2023

The course with CXU (in English) has allowed me to have a 360° insight regarding the Customer Experience discipline (internationally). Customer Experience has come to stay as the backbone and competitive advantage for companies whose vision involves sustainability and solid brand perception.

Banking 52

Banking Competitive Advantage Culture Customer Centricity 52

Kustomer

OCTOBER 14, 2020

Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

ClearAction

NOVEMBER 11, 2022

Customer experience gains from gratitude in interactions are inclinations to reciprocate behavior, spread positive word of mouth, and do more with your brand. Require proof of agile management: getting customer feedback early and often, and learning from it to assure success.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

SurveySparrow

JUNE 23, 2023

What is the Definition of Voice of Customer Methodologies First of all, The term “VoC” refers to several techniques that businesses use to capture what customers are saying about their products, services, and brands. Why is Voice of Customer Methodologies Important in a Business?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

Magellan Solutions

JULY 11, 2023

The customer experience (CX) is of utmost importance because it impacts the following: Client retention Reputation Customer loyalty Overall business success Businesses need to create lasting interactions rather than simple transactions. Understanding the brand’s purpose ensures the BPO can represent the company well.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

InMoment XI

SEPTEMBER 5, 2024

Often applied as a market research technique by firms looking to achieve a better and more complete understanding of the customer, Voice of the Customer can also help companies measure and understand the experiences that they deliver to customers. VoC data is also a valuable source of insights for innovation.

Net Promoter Score 260

Net Promoter Score Metrics Voice of Customer Touchpoint 260

SurveySparrow

JULY 27, 2023

Now that we’ve got digitization covered, let’s zoom in on the digital customer experience. It’s all about the interactions and touchpoints a customer has with a brand through digital channels. But it’s not just about functionality; it’s about forging that emotional connection with customers.

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 260

Banking Customer Experience Financial Touchpoint 260

Alida

APRIL 11, 2017

For those dealerships committed to turning things around, here are four strategies to earn customer trust, build their reputation and drive loyalty over time. Several luxury car brands have done an excellent job of implementing flexible price points, offering tiered service levels and associated pricing. Improve communication.

Automotive 113

Automotive Competitive Advantage Loyalty Consumers 113

ClearAction

NOVEMBER 27, 2018

To see your work from your customer’s viewpoint, absorb customer insights already on-hand and talk frequently with customers. How can you apply customer insights to your event marketing and alliance partners and other areas? Go beyond the “what’s in it for us” to the “what’s in it for the customer”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

BirdEye

DECEMBER 5, 2023

Unlike brand reputation, which focuses on a single brand, business reputation management includes everything from the quality of your services to how you treat your customers and even the values your company stands for. When you treat your customers as individuals, it really strengthens their trust and loyalty to your brand.

Brands 110

Brands Management Social Media Feedback 110

BirdEye

AUGUST 22, 2023

A product survey is a tool businesses use to understand what their customers think of their products and services. Businesses conduct different types of surveys to collect customer feedback such as brand surveys , user experience surveys, customer experience surveys, and more.

2023 52

2023 Net Promoter Score User Experience Customer Satisfaction 52

Alida

NOVEMBER 1, 2018

This builds a relationship between the customer and the brand. Customers are a great source of ideas about what product or experience enhancement to pursue. Cassie said, “At GoDaddy, strategic and actionable customer insight is in high demand by all internal stakeholders to improve the user experience.

Feedback 147

Feedback Advertising Competitive Advantage Customer Centricity 147

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. But even though most brands know the importance of collecting data, many are still wondering how exactly they can apply analytics for retail industry to leverage all of its benefits.

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Telecommunications 40

Telecommunications Transportation Competitive Advantage Consulting 40

Thematic

DECEMBER 5, 2018

As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent. Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. Keen to know more?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96