Vision Critical

SEPTEMBER 26, 2018

But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Companies need the ‘authentic human insight’ of their customers to make better business decisions.”. When you merge those insights with proven growth strategies, you have a winning formula for a thriving business.

Insights 329

Insights Customer Insights 2018 Books 329

Vision Critical

NOVEMBER 6, 2019

At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation. Customer Insights

Insights 149

Insights Customer Insights 2019 Events 149

Forrester's Customer Insights

OCTOBER 20, 2020

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021.

2021 33

2021 Insights Customer Insights 2020 33

Eptica

FEBRUARY 12, 2020

Date: Wednesday, February 12, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI Unlocking customer insight with technology. Author: Taoufik Massoussi - Product Manager & Head of AI Understanding the Voice of the Customer ( VoC ) is crucial to improving the consumer experience, increasing loyalty and safeguarding revenues. Analysing verbatim conversations with customers may highlight that a factor such as parking has a major impact on NPS.

Technology 60

Technology Insights Customer Insights 2020 60

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Insights 73

Insights Customer Insights 2019 Touchpoint 73

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. Using customer insight to build strong customer relationships begins by collecting and cleansing all the available data you have about your customers. Customer Insight Marketing Examples.

Insights 40

Insights Customer Insights 2018 Marketing 40

Totango

JUNE 25, 2019

Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Insights 58

Insights Customer Insights 2019 Touchpoint 58

Experience Matters

AUGUST 15, 2016

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Net Promoter Voice of the customer

2016 67

2016 Insights Customer Insights NPS 67

Vision Critical

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. Trimboli highlighted three benefits of using customer insight.

2017 130

2017 Insights Customer Insights 2015 130

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results. How Customer Insight and Action Platforms Work. Customer roundtables and interviews. Voice of the Customer data.

2018 54

2018 Insights Customer Insights Social Media 54

Vision Critical

AUGUST 12, 2016

What are the consumer insight best practices when trying to engage millennials? And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they‰’re using. These customers can spot a fake and won’t hesitate to switch brands if they sense that a brand isn’t being genuine or trustworthy. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. You can also use social media to amplify engagement in your insight community.

2016 159

2016 Insights Customer Insights Engagement 159

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. In the report, we describe these best practices for shifting the focus of customer insights in the contact center from agent effectiveness to enterprise insights: Download report for $195.

Contact Center 80

Contact Center 2015 Insights Customer Insights 80

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results. How Customer Insight and Action Platforms Work. Customer roundtables and interviews. Voice of the Customer data.

2018 50

2018 Insights Customer Insights Social Media 50

Wootric

JULY 6, 2019

In this age of the customer, more and more businesses are seeking a systematic approach to discover and improve areas where customers interact with a business, and this is often the catalyst for hiring a Customer Insights professional. But now, you need to figure out how to scale your program and get your organization to be customer focused – or even better, customer obsessed. . A Consumer Insight Must Be Intuitive, Inspiring, and Actionable.

Insights 40

Insights Customer Insights Net Promoter Score 2019 40

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Insights. Exposing CX insights, so you have the visibility and attention of the entire company could help generate change and a deeper empathy with the customer.

Insights 40

Insights Customer Insights 2019 NPS 40

Lumoa

MARCH 31, 2020

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

Insights 79

Insights Customer Insights 2020 Customers 79

Vision Critical

MARCH 22, 2019

In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center. Customer Centricity

Insights 166

Insights Customer Insights 2019 Marketing 166

CSM Magazine

AUGUST 10, 2017

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. Customer closeness doesn’t happen accidentally. It’s as simple as that.

2017 40

2017 Insights Customer Insights 2015 40

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. That rendering of a three-dimensional customer can be a picture of success for both parties. For the customer, the more a company understands them, the better customer experience they will receive.

2017 57

2017 Insights Customer Insights ROI 57

MaritzCX

APRIL 2, 2019

Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers.

Insights 200

Insights Customer Insights 2019 Article 200

Vision Critical

MARCH 19, 2019

But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer InsightsBig data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now.

Insights 159

Insights Customer Insights 2019 Customer Centricity 159

Lumoa

NOVEMBER 12, 2019

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

Insights 93

Insights Customer Insights 2019 Article 93

Think Customers

NOVEMBER 17, 2015

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

2015 83

2015 Insights Customer Insights Feedback 83

Peter Lavers

FEBRUARY 11, 2015

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. In June, I shared a definition of Customer Insight that I find useful: “A non-obvious understanding about your customers, which if acted upon, has the potential to change their behaviour for mutual benefit”.

2015 43

2015 Insights Customer Insights Definition 43

CX Journey

SEPTEMBER 24, 2015

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. In June, I shared a definition of Customer Insight that I find useful: A non-obvious understanding about your customers, which if acted upon, has the potential to change their behaviour for mutual benefit.

2015 58

2015 Insights Customer Insights Definition 58

West Monroe

JUNE 11, 2018

As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. In the existing digital age and with the abundance of technology, the ability to collect and analyze data to distill key customer insights has never been easier. We see five keys to ensuring that customer insights drive value for the organization.

Insights 40

Insights Customer Insights 2018 Feedback 40

Qualtrics

FEBRUARY 3, 2020

Now, you can turn those conversations into breakthrough insights with the new, improved integration with the Experience Management Platform. A customer responds to a survey to tell you they’re unhappy, opening the door for you to step in, step up and make a rescue bid to keep them. But how many customers will actually open the door to give you the opportunity to be a hero? It’s time to go beyond surveys and meet customers where they are, on the channels they prefer to use.

2020 27

2020 Omnichannel 2018 Demo 27

Gold Research

FEBRUARY 12, 2020

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe. The topic rises to the top of the C-Suite agenda during times of talent shortages and customer experience failures

Employee Experience 48

Employee Experience 2020 Insights Customer Insights 48

Forrester's Customer Insights

MARCH 18, 2015

Gone are the days when we have to "sell" the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. And in order to activate insights from these customer analytics solutions, you need a robust set of marketing technologies to serve as systems of customer engagement.

2015 33

2015 Insights Customer Insights Presentation 33

Wootric

DECEMBER 2, 2019

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. It’s your job to analyze this data to surface opportunities for product improvement and better customer relations.

NPS 40

NPS Net Promoter Score Voice of Customer 2019 40

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Author: Olivier Njamfa - CEO & Co-Founder Given the vital importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC) in some form. How can brands transform this and get real business value from the Voice of the Customer?

2018 66

2018 E Commerce ROI Social Media 66

Peter Lavers

FEBRUARY 18, 2015

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action.

2015 60

2015 Culture Insights Customer Insights 60

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. As an example, here are some ways you can utilize your customer insights from your VOC data, which all tie into driving your company’s growth in one way or another. Customer experience. Knowing your customers deciding factor for success rate.

2019 49

2019 Insights Customer Insights Feedback 49

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results.

Voice of Customer 55

Voice of Customer 2016 Insights Customer Insights 55

Vision Critical

SEPTEMBER 30, 2019

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency

2019 146

2019 Insights Customer Insights Brands 146