Customer Analysis: How about creating a customer room?
NOVEMBER 3, 2016
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.
The Key to Customer Satisfaction Analysis
NOVEMBER 17, 2015
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
MAY 25, 2016
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
SEPTEMBER 24, 2015
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.
Drive revenue with great customer experience – Our 2017 analysis will help you make the case for CX investments
JANUARY 18, 2017
If you are like other CX pros, at some point in your CX career you'll encounter the "money question." Your CEO will ask you: "What's an improvement in our customers' experience worth in dollars and cents?" And it's likely that you won't have a (good enough) answer. I say that because I know that 50% of CX pros we surveyed have not modeled how CX quality influences customer behavior. We know great CX drives revenue. But to make the case, you need a more nuanced and sophisticated understanding. Is there a relationship between CX quality and loyalty-based revenue? Customer Experience
Customer segmentation analysis: why it matters and how to make it count
DECEMBER 29, 2016
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.
5 So Whats: Prioritizing Improvement Opportunities
SEPTEMBER 15, 2016
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?
James Patterson's New Book Will Self-Destruct in 24 Hours
JANUARY 21, 2015
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.
NPS and Text Analytics—Customer Feedback Decoded
NOVEMBER 18, 2016
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 […].
Your Process Flows Don’t Know Jack!
AUGUST 9, 2016
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!
“In the Moment” for Customer Service
APRIL 8, 2015
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 […].
Forrester’s 2016 Predictions: All That Data Will Finally Drive Business Action
Forrester's Customer Insights
NOVEMBER 9, 2015
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.
How Sports Results Affect Our Decision Making
SEPTEMBER 26, 2014
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.
Creating Moments of Wow
JULY 22, 2014
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. […].
Basic Linkage Analysis
DECEMBER 14, 2015
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.
Voice of the Customer: Easier Than Understanding Pokémon
JULY 25, 2016
Customer Insight, Root-Cause Analysis Mean No More Playing Games with CX
Do You Harness the Power of Habit in Your Marketing Yet?
NOVEMBER 11, 2014
“ 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!)
JANUARY 16, 2015
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.
State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)
SEPTEMBER 24, 2015
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.
3 Steps to Better Customer Service Using Social Listening
MARCH 16, 2015
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
NOVEMBER 24, 2014
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.
4 Ways to Gain Customers’ Trust in Data Security
OCTOBER 14, 2014
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.
Discovering What Customers Don’t Know Themselves
SEPTEMBER 9, 2014
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
MARCH 16, 2015
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.
Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training
FEBRUARY 5, 2015
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
NOVEMBER 10, 2014
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
OCTOBER 29, 2015
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
JULY 28, 2016
Root-Cause Analysis Helps Immunize Businesses to Customer IllsRobert Zoch, Marketing, NICE Co-authored by Yogev Krife.
3 Examples of Change for the Better in Airlines
MARCH 5, 2015
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.
James Patterson's New Book Will Self-Destruct in 24 Hours
JANUARY 21, 2015
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 […].
Are You Deliberate with Your Customer Strategy or Just Taking a Chance?
NOVEMBER 6, 2014
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
MAY 14, 2015
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].
3 Steps to Feedback Analysis That Drives Action in B2B
NOVEMBER 6, 2015
Yet this sort of feedback analysis happens all the time. Armed with effective analysis and a powerful financial story, you can use voice of customer insight to truly accelerate growth for the company. Ensure your analysis of feedback data is organized the same way the company goes to market. Does your analysis combine apples + oranges to create these fictitious Orples?
Watch A Great Emotional Ad That Is Critically Acclaimed
NOVEMBER 19, 2014
Blogs Social Media CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Net Promoter Score It’s great!”.
3 Ways to Use Mobile To Your Advantage
JUNE 4, 2015
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence. Meld the Worlds. And it’s working. 2.
3 Ways to Tell if Your Customer Relationship is All About You
JULY 14, 2015
Blogs Customer Retention Customer Satisfaction Experience Design CEM CEO Conferences consumer behaviour Customer Analysis customer behavior customer centricity customer emotions customer experience industry Customer Experience Program customer experiences Customer Loyalty Customer Management customer research Emotional Signature experts insights Market Research Net Promoter Score Patient Experience Retail Customer Experience subconscious experience Thought LeadershipSometimes we have a relationship we think is good, but it really isn’t. That’s terrible from a retention standpoint.
5 Tests to Reveal How Customer Centric Your Channel Strategy Is
NOVEMBER 18, 2014
Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer service Management Moment Mapping Naive to Natural Net Promoter Score NPS Patient Experience The answer to this question can show how Customer centric your company is.