Trending Sources

Customer Analysis: How about creating a customer room?

Customer Bliss

Customer analysis is no doubt an important topic in CX. If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. Customer analysis: The power of regularly engaging leaders in the customer room. The customer room is set up as an experience.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. You should use root cause analysis techniques including multivariate regression to learn more. Multivariate Lisa holds a B.A.

The Key to Customer Satisfaction Analysis

Clarabridge

You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Building off of traditional customer survey programs, customer satisfaction analysis looks goes a step further for more accurate results. Are your customers satisfied? Why—or why not?

Understanding Customer Data Analytics and Analysis

nanorep

In the world of customer experience, we often hear people discussing the various uses and advantages of customer data analytics. The term generally refers to the process of using data and information surrounding customer behavior to make business decisions and it usually involves techniques that include predictive modeling, data visualization, and information management

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience. The 2015 results appear to go a step further.

How JetBlue Uses Conjoint Analysis to Understand Customer Preferences [Webinar]

Qualtrics

JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program. About Conjoint Analysis. Conjoint analysis is the optimal market research approach for measuring the value that consumers place on features of a product or service. This holds true in business. EUROPE.

Customer Comments + Intelligent Analysis = Gold

Martha Brooke

Certainly, executives know that they could read comments or apply software-based text analytics—but what’s really needed to unpack meaning is intelligent text analysis. Unfortunately, most research agencies have not been good at educating the marketplace on the advantages of this kind of analysis. So there are several reasons that customer comments get the short end of the stick, but when intelligent text analysis is applied to comments, that’s when you start to uncover incredibly valuable, actionable insights into specific ways to improve. Not at all. So ask. Then listen.

Customer Journey Touchpoint Analysis

nanorep

Whether by default or by design, every company provides a customer experience. unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have

Webinar: Practical Survey Analysis in Excel

Genroe

While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk. In this one hour webinar we will share, using Excel: How to design your survey […]. Best Practices Customer Feedback

Customer segmentation analysis: why it matters and how to make it count

nanorep

That’s where customer segmentation analysis comes into play. How customer segmentation analysis puts the focus on each customer. Rather than market as if all customers are created equal, with customer segmentation analysis businesses can sharpen messages for each segment, thereby relating to the members of each group in the way that is most likely to connect with them. Not every marketer would go that far, but the point certainly illustrates the importance of strategic segmentation analysis. Selecting the right variables for your segmentation analysis.

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

Analysis Blog Churn Featured analytics NPS root cause analysis text analysisSo…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame? After After you’ve done the foot work, sifting through all that data can feel like a daunting task. Text […].

NPS 13

James Patterson's New Book Will Self-Destruct in 24 Hours

Storyminers

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.

5 So Whats: Prioritizing Improvement Opportunities

CX Journey

impact analysis lean management process improvement root causeImage courtesy of (F.Q) How do you identify and prioritize improvements within your organization? Last week, I wrote about the 5 Whys method , which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that this method is about asking "Why?" What is that? So what?

Your Process Flows Don’t Know Jack!

360Connext

Blog Customer Experience Customer Journey Mapping Featured customer journey mapping customer service linkedin management process qualitative analysisA client was really excited to share something: “We have finally done all our process maps!” ” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […]. The post Your Process Flows Don’t Know Jack!

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

Root cause analysis means looking at all your data to find out what is really causing the problems that your customers are experiencing. Because of this root cause analysis, the engineering team redesigned the headrest fastening system. You should use root cause analysis techniques including multivariate regression to learn more. Multivariate Lisa holds a B.A.

“In the Moment” for Customer Service

Dennis Snow

Commentary Service Analysis Tips for Better Customer Service being present customer service dennis snow In the Moment Lessons From the MouseThe only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” ” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […].

How Sports Results Affect Our Decision Making

Beyond Philosophy

Blogs Customer Analysis Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. However, what we know is that isn’t the case.

Forrester’s 2016 Predictions: All That Data Will Finally Drive Business Action

Forrester's Customer Insights

Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics. big data Big Data; Advanced analytics; analytics; Internet of Everything; video analytics; data virtualization; digital intelligence Big Data; Advanced analytics; business intelligence (BI); analytics; Hadoop; data mining; predictive analytics; sentiment analysis; behavioral analytics Customer InsightsDo you consider yourself "data-driven"? If you're like most business and technology leaders, you do.

Data 23

Creating Moments of Wow

Dennis Snow

Commentary Service Analysis Tips for Better Customer ServiceMany companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in. Habits and Marketing.

Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. The truth, however, was I couldn’t afford to put it off any longer.

Voice of the Customer: Easier Than Understanding Pokémon

Customer Interactions

Customer Insight, Root-Cause Analysis Mean No More Playing Games with CX

Basic Linkage Analysis

Middlesex Consulting

Combining different types of data (Linkage analysis). For a skilled data analysis junkie, not a data scientist, there is a great deal of useful information to be gained by looking at all your data together and drawing the appropriate conclusions to improve your customer’s experiences, financial results, and employee satisfaction (a side benefit of making your customers happier). We all collect lots of data. We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. Financial Data. Is initial quality improving? Operational Data.

3 Steps to Better Customer Service Using Social Listening

Talkwalker CE

Sentiment analysis for Twitter customer service channels of UK Big 6 energy providers: Jan 20, 2015 – Feb 18, 2015. By doing a sentiment analysis on your Twitter feed and those of your competitors for example, you can quickly compare levels of positive and negative sentiment towards your customer service. 2.  Customers and clients are the lifeblood of every business.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership I meet many organizations that say they want to exceed Customer expectations at every moment of contact.

State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)

Maz Iqbal

Today, … Continue reading State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1). It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

Cause can be a hidden factor only discovered upon deeper analysis. Blogs Customer Analysis Customer Experience How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Causation is the act of causing something to happen.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014.  We get many inquiries for our services globally. worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. It is great to see but I also see problems, some of which I have written about before. You need to understand experience psychology.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? It’s not hard to determine where these opposing viewpoints originate.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Most brands and corporations get by on transactional approaches to customer relationships. Optimal customer relationships are a key priority.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times)  we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.

Yoga Pants Can Realign Customer Experience

Beyond Philosophy

Customer Analysis Customer Behaviour Customer Centricity Customer Engagement Customer Experience Customer Research Customer Satisfaction Customer Service Emotional Experience Experience Design Expert's Insights experts insights Subconscious ExperienceLululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The VOC is the Key.

An Ounce of Prevention, a Pound of CSAT

Customer Interactions

Root-Cause Analysis Helps Immunize Businesses to Customer IllsRobert Zoch, Marketing, NICE Co-authored by ​Yogev Krife.

James Patterson's New Book Will Self-Destruct in 24 Hours

Storyminers

Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrillJames Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before. With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, highly engaging experiences for passionate fans. Two in fact. One lucky (and well-heeled) reader […].

3 Examples of Change for the Better in Airlines

Beyond Philosophy

Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience industry Customer Loyalty Customer Management Customer Mirrors customer satisfaction Emotional Experience employee engagement Employee Experience Events & News Net Promoter Score subconscious experience There have been many great stories in the past couple of months about airlines doing what was right by their Customers. love this example.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

The Problem with Self Service

Beyond Philosophy

Nor have they approached their channels from an outside-in approach , which is how we encourage our clients to approach the analysis of their current Customer Experience. People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Source: Brian Manusama, Gartner.com ). Customers value trust. link].