Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? Nowadays, you need to craft all of those insights into a strategy that allows all of the teams within your company to band together and serve the common good. Why Build a Customer Insight Strategy?

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

SurveySparrow

JANUARY 30, 2024

How do you transform raw numbers and unstructured feedback into actionable insights? SurveySparrow The platform lets you create, share, collect, analyze, and make informed decisions based on the rich insights you gain. They provide insights into how customers interact with your platform. Quantitative Data: Examples 1.

Comparison 52

Comparison Analysis Trends Case Study 52

ClearAction

DECEMBER 11, 2018

Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.).

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

SurveySensum

NOVEMBER 28, 2023

However, a common pitfall in the feedback process is the failure to act on gathered insights, rendering valuable data unused. Analyze & Utilize Customer Feedback Effectively – Request a Demo Now , let’s talk about it through the case study of one of the automotive clients, I recently worked with, who was facing similar problems.

Automotive 52

Automotive NPS Feedback Case Study 52

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. So, here’s a great article on surveys that will help you gain more insights from your customers. We examine their customer experience strategies using five evaluation categories.

Customer Service 109

Customer Service Survey Case Study Training 109

Strativity

JANUARY 6, 2023

COVID triggered a forced acceleration of digital transformation across the QSR category. Historically, QSR has operated as a functional category where value has been equated with cost. Pizza brands are high fidelity because they are successful at fulfilling the core needs consumers bring to this category.

Omni-Channel 52

Omni-Channel Consumers Case Study Brands 52

Clarivate

AUGUST 16, 2023

With 22 years of experience in the intellectual property industry, Ed White is devoted to helping people capture the right insights from the world’s patent data. We index the world’s inventions so that patent researchers can quickly find those related to a particular technology category. And lastly, we cleanse the data.

Exercises 97

Exercises Innovation Analysis Government 97

Helpt

JANUARY 16, 2024

Let’s keep it simple and break up “outsourcing” into two categories: external IT support, and embedded help desk. This article dives deep into these two models, comparing their strengths and weaknesses and showcasing real-world implications through the case study of EZ Tek and Helpt.

Comparison 52

Comparison Case Study Customer Satisfaction Culture 52

ChurnZero

DECEMBER 10, 2019

ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Uncovering customer insights required time-intensive manual analysis. These insights provide timely notifications when health scores change or when important customers require a touchpoint. .

Case Study 75

Case Study Analysis Touchpoint Customer Insights 75

Eptica

SEPTEMBER 4, 2019

Granular insights such as this can inspire improvements to help boost retention and revenues. By enabling these insights to be shared regularly across the business, vecko allows teams to continuously work on improving the customer experience and to manage and enhance customer satisfaction. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

CustomerSuccessBox

MAY 18, 2022

Being one of the thought leaders in the niche, Puneet Kataria has incredible insights to share on the topics in the domain. The impeccable insights from Jason M.Jenkins are fall under the top 100 blogs for entrepreneurs. And must say he delivers incredible insights on customer success and the blogs are worth the attention!

Customer Success 52

Customer Success Case Study Resources Customers 52

Confirmit

SEPTEMBER 11, 2017

Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Which brings me neatly onto our featured customer case study for this week. Take a look at the case study to find out more.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Which brings me neatly onto our featured customer case study for this week. Take a look at the case study to find out more.

Case Study 40

Case Study Social Media Analytics Study 40

Thematic

DECEMBER 10, 2023

 Customer stories can be transformed into actionable insights, fueling a CX experience that meets the user where they’re at. Where research is AI-driven, humans get a chance to view the actual data each insight is based on and check to see if it makes objective sense. By categorizing the posts based on their stance (e.g.,

Analysis 62

Analysis Data Social Media Feedback 62

2020 Research

AUGUST 30, 2022

Other important benefits include greater alignment with market and customer needs, and more insights to guide market segmentation and targeting. After processing this data, businesses can drive improvements to CX and UX thanks to actionable insights. A poor PX can be detrimental to the quality and relevance of market research insights.

Gamification 52

Gamification User Experience Groups Consumers 52

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. With more complex metrics, you can take your customer insights to the next level. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

ReviewTrackers

MARCH 8, 2018

Case in point: multi-channel retailer Concourse Sports sent 16,000 review request emails in one month. Read the full case study here.). Click Page Info and choose Local Business as your Facebook Page category. Watch how they did it: ( Read the Ziebart case study for the full story.). The result?

Tips 94

Tips Multi-Channel Case Study Automotive 94

BirdEye

NOVEMBER 8, 2023

Potential customers can make informed decisions by reading real-life experiences and insights. Use case: It acts as an intermediary between consumers and businesses, aiming to provide consumers with information about ethical business practices and resolving disputes. There are many types of eCommerce review sites.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

Quadient

JULY 25, 2022

Cloud-based journey mapping tools enable you to visualize your customers’ journey step-by-step and leverage insights into actionable, exceptional customer experience. Flexible customer journey mapping solutions offer multiple, customizable maps that unlock different key insights depending on how they are used. Product line category.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Currency Alliance

OCTOBER 12, 2021

If you succeed at this, you will also harness recurring benefits in the form of insightful customer data, which will allow you to market to the mid-long tail more effectively and affordably, and maximize the lifetime value of every customer. The graphic below indicates the categories of spending for many customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Answer Dash

MAY 6, 2020

This insight would drive awareness, cross-functional involvement and actions that would positively impact the customer experience. This insight would drive awareness, cross-functional involvement and actions that would positively impact the customer experience. Participants were rigorously screened be active CX practitioners.

Customer Centricity 54

Customer Centricity Effort Score Case Study Culture 54

Oracle

MARCH 12, 2019

AdAge reports on a Macy’s case study from the Shoptalk conference: “Macy’s is taking its learnings from customer behavior online and using that to inform new fixtures and applications in brick-and-mortar. The post Shoptalk 2019: 4 Key Retail CX Insights appeared first on SmarterCX.

Retail 86

Retail Conference Case Study Consumers 86

ReviewTrackers

JUNE 18, 2018

Founded in 2006, the website is known as a free credit and financial management platform, offering free credit scores, reports and insights, plus tools for identifying and disputing credit report errors. Review categories range from credit cards and personal loan products to credit unions, home equity, and auto insurance , among many others.

Financial 62

Financial Banking Social Media Insurance 62

Eptica

FEBRUARY 27, 2019

Through a combination of analysis and real-world case studies The Power of Trust explains the eight principles behind building and retaining trust. Mining this information for insight is vital if your brand is to make the Journey to WOW, and build greater loyalty and revenues. Read any of these books? Share this page on: Tweet.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

NetBase

MAY 24, 2019

Accuracy is everything when it comes to the insights upon which brands base decisions. Let’s look at some recent case studies to illustrate eCommerce brands’ unique concerns, and how accurate AI Analytics helps. The ability to do such custom research and surface reliable insights makes the difference in how they move forward.

Ecommerce 52

Ecommerce Analytics B2C Sports 52

SurveySensum

APRIL 14, 2023

By analyzing customer feedback and insights, businesses can improve CX and drive customer loyalty, ultimately accelerating growth. And the respondents to these questions are divided into three categories called Promoters, Passives, and Detractors based on their responses. #2 NPS is more than just a number.

Net Promoter Score 52

Net Promoter Score Examples Survey NPS 52

CSM Practice

FEBRUARY 20, 2020

Insights and Actions. The customer success team has invested in mapping out available data to discover actionable insights into the customer base. Prescriptive playbooks and CTAs are generated in line with the insights gained from the data. Insights and Action; GRR is 87%, and NRR is 106%. Actionable Insights.

Customer Success 52

Customer Success Data Engagement Effort Score 52

CSM Magazine

NOVEMBER 18, 2020

The course involves: a case study approach – managers become part of a ‘Customer Service Innovation team’, learning tools and practices that will help them solve customer service problems and capitalise on opportunities.

Customer Journeys 52

Customer Journeys e-support Return on Investment Competitive Advantage 52

Gainsight

JANUARY 17, 2020

The second is to make sure that everything heard by those customer-facing teams is captured and indexed (using categories like customer ids, product category, account size, etc.). This process makes it easy to validate if a complaint is indeed a priority or just another case of recency bias. Read their case study here.

Feedback 117

Feedback Roadmap ROI Case Study 117

CustomerSuccessBox

FEBRUARY 14, 2019

Don’t forget that there are several competing products in the same category. Proactively provide insights on feature adoption. Customers also provide insights regarding how the product can be improved and which new features could be added. Provide references, case studies, customer stories to Sales and Marketing.

Customer Success 67

Customer Success Management Case Study Study 67

SurveySparrow

APRIL 26, 2020

The respondents are grouped into three different categories: Promoters: These are the people who responded with a nine or a 10. The follow-up questions, if used wisely, can help unearth a lot of insights about the business. Techniques to Convert NPS data into Testimonials & Case Studies. It is easy to implement.

Case Study 52

Case Study NPS Study Survey 52

Customer Enthusiast

APRIL 18, 2016

So this time around, we decided to craft a case study rather than role-play scenarios as the learning activity. To be effective, case studies, like role-plays, have to be relevant to the adult learner’s “real world of work.” Both versions of the case study appear below. Crabtree”) to table groups 5-8.

Case Study 40

Case Study Study Groups Communication 40

SurveySparrow

JUNE 15, 2021

Based on the score (0-10), the customers fall into one of the three categories: Promoters (9 or 10). Now depending on their score and the category they fall under, you ask them a follow-up question. You ask this question to customers who fall into the detractors (0-6) category. Passives (7-8). Detractors (0-6).

NPS 52

NPS Survey Measurement Case Study 52

Amity

APRIL 3, 2017

” Well l have created a version of my own: “If you measure it, you will have insights.” The points that fall into this category are kind of obvious. Upsells / Cross Sells /Renewals: I am constantly hearing and involved in conversations around who owns what in this category (Sales vs CSMs). The kind of obvious.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

Clarabridge

JUNE 13, 2017

Land: Dorel Juvenile, like other consumer goods companies, leveraged various resources for consumer insights, including call center data, retail visits, benchmarking, and traditional customer surveys; but, we found that: The number of product reviews were increasing rapidly. Check out the case study here !

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Hallmark Business Connections

AUGUST 11, 2021

For further insights, look to your top-performing online content for that target audience — whether it be a white paper, blog, case study, or offer — to inform what your direct mail message might be. In a digital split test, SmartWool found that a simple grid layout on its categories page maximized conversions.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Comm100

SEPTEMBER 22, 2016

For this reason, we’ve compiled a list of 30 excellent customer service related books, separated by comprehensive categories so you can find exactly what you need in record time. These are also books that can help you acquire crucial insight and skills down to pass the whole team, so everyone can benefit.

Customer Service 100

Customer Service Case Study Gamification Culture 100