How to Use Customer Insight to Drive Business Growth


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.

2018 329

How to Scale Your Customer Insights like Twitter and PokerStars


Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level.

2021 206

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Expert Tips to Effectively Generate and Utilize Actionable Customer Insights


And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience In 2020, every person generated 1.7 megabytes per second.

2022 207

How to Gather Customer Insights with CS Software


Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. Understanding Customer Success Data. Data-Driven Customer Success.

Why Organizations Looking to Deliver Extraordinary, Customer-Centric Experiences Must Continuously Improve their Customer Insights

Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta

Join our esteemed panelists for their discussion on how customer insights can fuel a successful CX program and why organizations looking to deliver extraordinary, customer-centric experiences must continuously improve and strengthen this partnership.

How VMware, Stitch Fix, and Red Bull Effectively Leverage Customer Insights


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

2019 149

Uncover New Customer Insights with Customer AI


Customers have flocked to service and support channels for all sorts of reasons, and the pandemic has only exacerbated fluctuations in volume, the need for accurate forecasting, and the competition for highly qualified agents. We call it Customer AI. How to Use AI in Customer Service.

2022 52

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. I came to this realization in a discussion I had recently with a voice of customer expert.

2022 78

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

2022 78

Smiley Terminal: How to Use It to Gain Customer Insights Onsite


Customer feedback is the holy grail of customer experience. And, it will become much harder to change your customer’s minds if they had a bad experience. Freestanding terminal : A self-service customer feedback machine.

2022 52

7 Questions Every Company Must Ask When Building an NPS Program

As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.

Ventura Foods Cooks up Deep Customer Insights


Whether selling directly to consumers or supplying restaurants with salad dressings, condiments, and other foodstuffs, Ventura Foods is committed to delighting customers with delicious products made from the best ingredients available. Customer Insights

Use Customer Insights To Close Four Loops

Experience Matters

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

How to Gather Customer Insights with CS Software


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.

2019 61

What’s Next For Digital Consumer Behaviors?

Forrester Digital Transformation

Age of the Customer Consumer Energy Index customer experience Customer Insights digital business promotedRead why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.

2022 83

How to analyze Zendesk tickets & Intercom chats for customer insights


Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis.

2021 96

Talkdesk Customer Insights: How COVID-19 impacted businesses worldwide


Others like travel and hospitality businesses witnessed a spike in customer demands due to travel bans and restrictions, lacking the workforce needed to respond to it. At Talkdesk® , we are committed to ending bad customer service and supporting our customers at all times.

2020 58

How Customer Insights Are Shaping Tech for 2021


Customer testing, by design, is a gateway to uncovering and acting on exactly that. Here are three major ways that tech companies used customer testing last year to roll with the punches, adapt their products accordingly, and lay the groundwork for success in 2021.

2021 83

Customer Insight Marketing


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.

Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry


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

Predictions 2022: Customer Insights Pros Must Act Decisively, Or They’ll Get Lost In The Fog

Forrester Digital Transformation

A subset of bold, creative, and collaborative customer insights pros will be up to the task at hand in the coming year – their jobs is all the more important as they must now react to and anticipate vacillating consumer behavior.

2022 82

How to engage millennials for customer insight and marketing


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

How to Gather Customer Insights with CS Software


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.

2019 48

Report: Unlocking Customer Insights From Contact Centers

Experience Matters

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.

2015 80

5 Keys to Making Customer Insights Matter

West Monroe

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.

2018 40

The Customer Insights Research Team Is Hiring!

Forrester's Customer Insights

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

Five Digital CX And Design Trends Worth Watching In 2022

Forrester Digital Transformation

customer experience Customer Insights Product Management user experience (UX) UX strategyForrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.

2022 52

A CX Program Playbook for Customer Insights Professionals


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.

Blog 46

A Path To Growth: Key Insights And 2022 Trends For B2B CMOs

Forrester Digital Transformation

Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy.

2022 52

The Rise of the Customer Insight Business

CSM Magazine

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


Pink Guava

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS Customer Experience Management through customer insights supports evidence based decision making to create value both for the customers and the business. In this digital age, Customer insights become more valuable as it aids to further the engagement and deepen the relationship between the organization and the customer.

2018 40

How customer insights can shape marketing strategies and improve customer experiences


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

Customer Insights And Big Data Analytics Will Sprawl in 2015

Forrester's Customer Insights

I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Customer Insights

2014 42

How to Use Customer Insights to Drive Revenue


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

2019 166

Using Customer Insights to Focus Employee Improvement Efforts

Gold Research

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.

2020 65