Alida

The Top Alida Innovations of 2020

Alida

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience.

How to Use Customer Insight to Drive Business Growth

Alida

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.

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And We’re Off to the Races

Alida

ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders.

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Intro to Insight Communities

Alida

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects. Best Practices

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Going Beyond the Survey

Alida

A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?

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Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey

Alida

Q&A with Senior Director of Brand, Kristin Dorsey.

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The secrets of Gymshark’s customer-centred success

Alida

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical. Retail

Unlocking the Gift of Feedback: Ensuring eCommerce Success in 2020 and Beyond

Alida

What does the 2020 shopper look like? Despite our best predictions from 2019, understanding the modern shopper has become more of a journey than a destination. With customer preferences, priorities, and behaviours changing daily, what worked last month no longer works today.

Why MaxDiff Isn’t the Method You Want

Alida

Wondering how to determine what's most important when it comes to your offering? Best Practices

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Overcoming the CXM plateau: Take customer experience to new heights

Alida

Creating a better customer experience is great for business, so it’s no wonder that so many brands have made customer experience management (CXM) a top priority. After all, what’s good for the customer is always good for the business too.

3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

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The Value of CX: Why We Need To Start Talking About NPS Again

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

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Bias Is a Four-Letter Word

Alida

"Members of an insight community are biased. Survey results aren’t really representative. ”. We hear this a lot. This statement often stems from the belief that by maintaining anonymity and surveying a general population sample, researchers will find the unbiased truth.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The Value of CX (Part 2): Advancing the Maturity of CX

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

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A Statement from our CEO, Ross Wainwright

Alida

The events of the past week have been difficult to process and put into words. I want to foremost express my devastation and condemn the deaths of George Floyd, Ahmaud Arbery, Breonna Taylor, Trayvon Martin and so many others who have been senselessly murdered for no other reason than the color of their skin. This is a recurring pattern, and the protests that have emerged in cities across the world further highlight this continuing racial divide.

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Building Community in Difficult Times with Insight Communities

Alida

It is in the difficult times when we see the best in people and the best in community. Best Practices Insight Communities

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3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

Retail 130

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Going Beyond the Survey

Alida

A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?

Survey 130

Spring ’20 Release Extends Reach & Engagement with Launch of Touchpoint and More

Alida

Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product. Product Innovation

The secrets of Gymshark’s customer-centred success

Alida

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical. Retail

A Day in the Life of an Insight Community Manager

Alida

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program. Best Practices Customer Experience Customer Centricity Insight Communities Voice of Customer

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Value of CX (Part 2): Advancing the Maturity of CX

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 130

Customer Experience as a Shared Service

Alida

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. It’s imperative to have customer experience as a clearly articulated goal across the business and to solicit customer insights that are shared organization-wide to meet that goal. When customer experience is approached as a shared service, both companies and consumers benefit exponentially and you ensure longevity in the market. Customer Experience

Why the retail apocalypse is really a renaissance, and what your company can do about it

Alida

The retail apocalypse may just have to wait. Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely.

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Best Practices for Financial Services Surveys during COVID-19

Alida

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic. Best Practices Customer Experience Employee Engagement Customer Insight

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

10 Ways a Digital Insight Community Connects Brands & Customers During COVID-19

Alida

Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times. We’re thrilled to see the rapid response from companies embracing the template to better understand the changing wants, needs, and emotions customers and employees are experiencing at this time

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

Alida

Did You Hear That? The Importance of Listening during Uncertain Times

Alida

We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees. Customer Experience Employee Engagement

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Alida

CXM

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

Uncovering the “why” delivers higher research ROI for CX leaders

Alida

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

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