How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.
How to engage millennials for customer insight and marketing
AUGUST 12, 2016
If there’s one generation that marketers can’t stop talking about, it’s the Millennials. Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Finally emerging from the shadows of Gen Xers, Millennials now make up the majority of the U.S. workforce. Here’s what you need to know: Who are millennials?
4 storytelling devices to enhance your research reports and presentations
JUNE 3, 2016
The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact. Storytelling is the best way to engage your audience and ensure that your message is received, understood, passed on and acted upon. Research stories are not about fiction; they need to be grounded in truth. Emotional appeal.
Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC
JANUARY 26, 2017
Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
13 stunning stats on the ROI and growth of online communities
SEPTEMBER 30, 2016
Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. In our customer-led world, the various types of online communities have become an indispensable tool to harness customer feedback and insight. Online communities have measurable, proven ROI.
The rise and fall of big data hype—and what it means for customer intelligence
JULY 28, 2016
The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.
Market research as a profit center: How smart companies use customer feedback to generate revenue
OCTOBER 13, 2016
One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers. Here are some highlights from the session. Build thought leadership and brand awareness.
Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials
OCTOBER 18, 2016
Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential. In U.S. Realistic techies.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
How market researchers can thrive in the age of faster and cheaper
AUGUST 8, 2016
The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. The rate of technological change—and its impact on the world of research—shows no sign of slowing.
The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit
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. Here’s a look at our favorite takeaways from this year’s Summit. Embrace the authenticity challenge. vcsummit.
4 growth predictions for market research
JULY 5, 2016
Growth in market research spending has been modest for the past few years, according to ESOMAR’s annual Global Market Research (GMR) report. Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 percent. New advances and trends in customer intelligence will drive the industry’s growth. Text analytics.
The problem with customer satisfaction surveys—according to the inventor of NPS
MAY 11, 2016
Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
How smart brands measure customer intelligence ROI
NOVEMBER 25, 2016
In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. This raises the question: What is the ROI of customer intelligence and how do you measure it? million in open opportunities.
Beyond Facebook: 4 types of online communities and best practices on how to use them
AUGUST 26, 2016
Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one. 4 types of online communities and the top benefits of each. Determine your business goal.
5 powerful TED videos that will make you a smarter researcher
APRIL 22, 2016
With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration. Although I have a long list of favorites, I’ve picked my top five. Your favorite TED videos?
How loyal are you to your customers?
FEBRUARY 1, 2017
If there’s one thing your customers don’t lack, it’s options. For every Coke, there’s a Pepsi. For every Uber, there’s a Lyft. For every Scandal , there’s a Game of Thrones. In a world abundant with choice, how can companies win the long-term loyalty of customers? For many business leaders, that’s not only an important question—it is the question. Here’s why. Consumer expectations are high.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli
JUNE 23, 2016
Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast. To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. In your opinion, what’s the biggest challenge facing your industry?
How to get buy-in—and budget—for customer intelligence software
JUNE 27, 2016
Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. At a recent Vision Critical meetup in New York City, three leading companies shared how they successfully introduced customer intelligence to their organization. That’s quickly changing.
4 reasons why customer experience programs fail (and how to avoid them)
MARCH 10, 2017
Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.
The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries
JULY 19, 2016
It’s impossible to overstate the urgency for businesses to understand Millennials, the generation born between 1980 and 1995. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending. Also known as Gen Y, this cohort already has enormous impact on society and the economy. Get your copy of the report. The Millennial mood looks good. TWEET THIS STAT ).
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
How to engage your Millennial workforce—according to one opinionated Millennial
AUGUST 24, 2016
By 2020, my fellow Millennials and I will make up half of the entire global workforce. We outnumber our Baby Boomer parents and Generation X in general population. Our growing impact makes us the most researched generation in history—and allegedly, according to many pundits, the most narcissistic. We may dominate the workforce but our employers are still confused about how to manage us.
Health care mergers and acquisitions: Why patients and employees should come first
DECEMBER 15, 2016
In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. Many experts agree with Dr. Cosgrove’s prognosis. The Affordable Care Act in the U.S.,
Increasing member engagement: 4 effective strategies for online community growth
OCTOBER 4, 2016
Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Fulfillment means that community members find immediate value in participating.
Customer intelligence in the mobile world: How to achieve mobile-first research
MARCH 18, 2016
At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business. Focus on mobile friendly questions.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Beyond a single number: How to add context to your Net Promoter Score
NOVEMBER 10, 2016
Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects. So why are more and more companies using NPS? What is a Net Promoter Score, exactly? ” .
What is customer intelligence? How a deeper customer understanding drives revenue and sales
MARCH 10, 2016
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Those voices have an impact. The empowered customer is more demanding and less loyal. Conclusion.
Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit
JULY 26, 2016
At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Once again, I had the pleasure of hosting this year’s Summit. Use authentic engagement to drive customer loyalty. media.
Building a fintech ecosystem: Why customer experience should come first
DECEMBER 1, 2016
If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. billion in funding.
Your networking playbook: 4 tips from Customer Intelligence Summit attendees
AUGUST 30, 2016
The Customer Intelligence Summit is a place to learn about the latest trends in marketing, customer experience and innovation. More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. Do your homework. Broaden your horizons.
Experiential retailing is the next big thing in activewear
JANUARY 19, 2017
The competitive activewear market is about to get a lot more crowded. According to Recode , e-commerce giant Amazon is preparing to launch its own activewear private label brands. If the rumor is true, Amazon will challenge industry leaders like Nike, Lululemon and Under Armour in the $44-billion active apparel market. But as the market grows, so does the competition. Photo: Bloomberg.
Why companies are focusing on their customer experience strategy
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies.
The 3 D’s of online community recruitment
OCTOBER 28, 2016
The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. A strategic approach to recruitment ensures your community has the right members, which helps your company get long-term value. Define your personas. How will you keep them engaged?
To boost customer loyalty, telecom companies need to go beyond NPS
MARCH 23, 2017
Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. The problem with NPS surveys. That’s a $1.6