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

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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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For CMOs who want to keep their jobs, customer experience is job one: Report

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Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

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How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

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It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

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13 stunning stats on the growing CX leadership gap

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Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

How Cadillac drives customer centricity in the luxury market

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Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac.

5 things we learned developing customer personas

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Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

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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.

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How smart brands measure customer intelligence ROI

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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.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

How Hong Kong’s top brands lead with relationships

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At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in.

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Millennials are reshaping how the health care industry does business

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“Young people need to be asked what matters, not told what matters.”. Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers.

The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

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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.

Blockchain, the Internet of Things and other top tech trends for 2018

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Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms.

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Top 10 business stories of 2017

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We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

13 stunning stats on the ROI and growth of online communities

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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.

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Can you transform angry customers into loyal ones?

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An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly.

Increasing member engagement: 4 effective strategies for online community growth

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Online communities are now an important tool in gaining ongoing customer feedback and insight.

The Reason this Chess World Champion Is Stepping Away From Her Titles

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Anna Muzychuk is taking a stand for women’s rights at her own expense. The Chess Grandmaster won the 2016 Women’s World Rapid Chess Championship and the Women’s World Blitz Chess Championship. She’s currently ranked the number two woman by Fédération Internationale des Échecs ( FIDE ), which governs international chess competitions. And she’s walking away from this year’s world championships. She’s not retiring or concerned about her challengers.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

The fundamental flaw in customer journey mapping—and how to fix it

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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.

Market research as a profit center: How smart companies use customer feedback to generate revenue

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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.

3 ways of calculating the ROI of customer relationship intelligence

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Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results.

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Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

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On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value.

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Reshaping retail: 3 innovation strategies for the e-commerce era

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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.

4 reasons why customer experience programs fail (and how to avoid them)

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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.

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Beyond a single number: How to add context to your Net Promoter Score

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Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers.

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

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It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What’s causing the retail apocalypse, and what companies can do about it

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A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt.

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The 3 D’s of online community recruitment

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The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base.

Building customer relationships: Examples and lessons from 3 smart brands

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Most companies today have a customer relationship problem. Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers.

What does customer relationship *really* mean to you?

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Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

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.

Building a fintech ecosystem: Why customer experience should come first

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If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream.

To drive meaningful customer experience improvements, start with your why

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Customer Experience (CX) is a messy space. Inside companies, CX pros are herding cats and presenting cases to the shark’s tank. CX improvement usually involves wrangling cross-functional teams, competing for resources and choosing a specific direction to run.

Prove it: 3 ideas on how to meaningfully measure CX transformation

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Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources.

4 reasons to attend the 2017 Automotive CX Summit

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Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.