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.
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.
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.
These 3 obsolete market research practices are on their way out
JUNE 22, 2016
Ray Poynter, director of Vision Critical University, is no stranger to the Customer Intelligence Summit. One of the top influencers in market research , Poynter has delivered some of the most popular and most provocative presentations at the past Summits.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
The fundamental flaw in customer journey mapping—and how to fix it
DECEMBER 9, 2016
A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.
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.
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.
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.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
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.
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.
Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry
MARCH 30, 2017
What do you need to succeed in a traditional and established multi-billion dollar industry like the grocery market? Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
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.
Reshaping retail: 3 innovation strategies for the e-commerce era
APRIL 4, 2017
Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls.
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.
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.
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?
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.
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.
5 ways customer feedback can improve your content marketing strategy
DECEMBER 15, 2016
Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return.
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.
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.
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.
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.
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.”