InMoment XI

MAY 14, 2022

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? Tiffany & Co.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

C3Centricity

JANUARY 4, 2021

If so, then I’m sure that because you avoided commuting most days, it gave you the chance to read or listen to more articles that interested you, than you have been able to do in previous years. Do you consider packaging to be (just) a means of protecting your product and providing on-shelf presence? Should it be Both?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. One critical step in doing this is to identify key performance indicators (KPIs) that you can track while tweaking elements of your CX.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

MAY 19, 2020

Other research points to a slightly lower, but still an eye-popping loss of $44 billion. A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. How do you plan to mitigate them? Analyze alternatives. Assess risk.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Lumoa

SEPTEMBER 16, 2020

And while the means by which we market and serve our customers has undergone a number of changes in the past, the concept of the customer journey has remained important. What can be done to ensure your customer service department enriches the customer journey? You want to keep your customers happy. Why is it so important?

Customer Journeys 208

Customer Journeys Customer Service Poor Customer Service Loyalty 208

C3Centricity

DECEMBER 31, 2018

Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. These are the most shared marketing infographics of 2017.

Brands 208

Brands Strategy Customer Journeys Infographics 208

Lumoa

JANUARY 27, 2023

Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. However, if you don’t have the budget for this type of research, you can also run your own audit using a checklist and some simple tools. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team.

Tools 52

Tools Software Marketing Analytics 52

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. Galletto argues that it’s important that each department receives these insights in a timely fashion so that each one can take relevant action. Share insights across the entire organization.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Wired and Dangerous

FEBRUARY 15, 2021

The service guarantee was the brainchild of the marketing department without any customer intelligence regarding how to handle service recovery around late pizza delivery. Many people believed Dominos must have been giving away too many free pizzas. They were not giving away enough free pizzas. off if delivered late.

Airlines 91

Airlines Social Media Strategy Financial 91

Comm100

SEPTEMBER 28, 2022

Here’s some good news: calculating the number of chats that your department has received is straight forward and can tell you a lot. You may also want to consider changes in marketing to generate more traffic to your website. This number can show you whether your department is adequately staffed during peak times. Click here.

Measurement 227

Measurement Average Handle Time Wait Times How To 227

CX University

SEPTEMBER 10, 2021

The organization’s July 29 Strategic Interest Group, moderated by Founder and CEO of CX University, Mohamed Latib, PhD featured a mix of insights from research findings and first-hand experiences from participants. So what does CX have to do with the rough and ready world of transportation and logistics? CX is a forever journey.

Groups 94

Groups Transportation Net Promoter Score B2C 94

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away.

Gamification 105

Gamification How To Call Recording Analytics 105

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why are your customers turning away from you?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Oracle

DECEMBER 29, 2020

With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. Do your research. “You need to do the research to find out what motivates your customers and do all you can to understand their purchase journey. Simple shifts make a difference.

Net Promoter Score 98

Net Promoter Score Effort Score NPS Sales 98

QuestionPro Audience

NOVEMBER 21, 2017

The day after Thanksgiving first became popular among shoppers in the late 1920s, when Macy’s department store advertised holiday sales during their annual Thanksgiving Day parade in New York City. Retailers capitalized on the increased popularity of online shopping and started marketing “Cyber Monday” deals. Check it out!

Apparel 191

Apparel e-support Infographics Retail 191

BirdEye

OCTOBER 25, 2023

Nate Henry – VP of Channel Sales, Birdeye, and Elijah Lee, Digital Marketing Manager, Harbinger Marketing, bring you the top insights to ace marketing with online listings. He is the digital marketing manager of Harbinger Marketing. I very much admire and respect what you guys do. Elijah: Absolutely.

Tools 105

Tools Strategy Marketing Trends 105

ChurnZero

MARCH 9, 2023

The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. analytics); 33% said marketing automation; 28% said learning management system (LMS); 27% said customer engagement/community management; and 5% said other. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Kustomer

MARCH 24, 2022

According to recent consumer research by Kustomer, younger generations continue to veer away from phone as the top method of communication with brands , towards digital-first channels like text, live chat and social messaging. With changing times comes changing customer service channels. Just fifteen years ago, the iPhone didn’t exist.

Self Service 116

Self Service Consumers Chatbots Social Media 116

Blake Morgan

SEPTEMBER 27, 2022

But, unless your finance department comes looking for it, much of it never leaves the contact center’s systems and dashboards. Some businesses even require new hires in departments like marketing and operations to spend time training in the contact center. So how do you address the problem? It’s up to you to change that!

Contact Center 59

Contact Center How To Survey Trends 59

ChurnZero

MARCH 9, 2023

The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. said marketing automation; 27.5% said marketing automation; 27.5% The full report sums up these findings this way: “Customer Success teams are inheriting their tech stack from other departments.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

CloudCherry

FEBRUARY 22, 2018

Go to a non-business department in any university and ask what they think of the idea that they are actually selling a product/service and should treat their students like a business treats their customers. And if you think that language was painful, try going to a lit department. In all likelihood, you’ll get a lot of horrified looks.

Customer Experience 150

Customer Experience Social Media Customer Journeys Customers 150

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Wired and Dangerous

SEPTEMBER 14, 2020

Some do pricy market research with the latest tools and technologies. Call your own department or unit, disguise your voice, and ask for something out of the ordinary. But, do we really, really understand? When a grandparent tries to describe the reality of being in intense military combat, do we truly understand?

Advertising 91

Advertising Financial Metrics Groups 91

Clarivate

MARCH 17, 2022

Highly Cited Researchers are making a significant impact in sustainability research. The Highly Cited Researchers recognition program is produced annually by the Institute for Scientific Information (ISI) at Clarivate with analysis led by David Pendlebury, Head of Research Analysis and Ryan Fry, Senior Product Data Analyst.

Analysis 98

Analysis eBook Study System 98

Bill Quiseng

MARCH 1, 2021

Ironically, prioritizing profits can actually lead to business decisions that drive customers away. Market value: Communicate the benefits of your solutions to your consumers. . How do you know your products/services will meet a sizable need (focus groups/beta testing)? make a purchase).

Leadership 148

Leadership Hospitality Consulting Consumers 148

Wired and Dangerous

OCTOBER 29, 2018

The service guarantee was the brainchild of the marketing department without any customer intelligence regarding how to handle service recovery around late pizza delivery. Many people believed Dominos must have been giving away too many free pizzas. They were not giving away enough free pizzas. off if delivered late.

CEM 93

CEM Airlines Strategy Financial 93

Alida

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 Agile research.

Marketing 180

Marketing Analytics e-support Social Media 180

Beyond Philosophy

MARCH 2, 2020

To summarize, researchers learned that lousy customer service is not always the product of ineptitude on the part of the company but instead sometimes a deliberate strategy to save money. Now, O2 started off doing well with this interaction. Most organizations do not set out to anger and disappoint customers. Or are they?

Customer Service 188

Customer Service Consulting Wait Times Customers 188

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. Too many organizations do not leap and instead stick to what they know.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Alida

MARCH 8, 2018

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? First, we drafted personas based on what we knew from our subject matter experts (SMEs) in product marketing and customer experience (CX). Vision Critical is no exception. What was missing?

Customer Journeys 150

Customer Journeys Exercises CRM Feedback 150

West Monroe

MARCH 16, 2023

The question is, how do you find the right balance for your business? There is plenty of pressure from different departments to develop and test their use cases for generative AI as quickly as possible; this team helps prioritize those use cases while keeping our company’s goals and strategy in mind.

Innovation 52

Innovation ROI Financial Data 52

West Monroe

MARCH 16, 2023

The question is, how do you find the right balance for your business? There is plenty of pressure from different departments to develop and test their use cases for generative AI as quickly as possible; this team helps prioritize those use cases while keeping our company’s goals and strategy in mind.

Innovation 52

Innovation ROI Financial Data 52

2020 Research

OCTOBER 18, 2022

The webinar was hosted by: Stan Sthanunathan – Retired Executive VP of Consumer and Market Insights at Unilever. Ellie Ahmadi – Chief Marketing Officer at Schlesinger Group. What we wanted to do is to bring in Stan, Ellie, and myself to provide perspective about what we personally experienced through periods of economic change.

Trends 52

Trends Social Media Consumers Groups 52

Clarivate

JANUARY 30, 2023

Furthermore, standards-centric industries are constantly expanding and as a result many companies’ IP and R&D departments are spending more and more time and money dealing with SEPs. In addition, for companies doing business across borders, the legal landscape differs among major markets.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

ClearAction

JUNE 25, 2023

Deep pockets for marketing gives some content a lot more clicks, but that’s no proof that it’s wisest. For instance, how do your surveys demonstrate trust, values, and value? Build-on what you discover from data-mining to ask more interesting questions in surveys and other research.

Leadership 62

Leadership Course Conference Groups 62

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. To do this, they are consolidating marketing duties within a broader mandate.

Handbook 40

Handbook Marketing ROI Return on Investment 40