Forrester's Customer Insights

APRIL 20, 2023

We analyzed US consumer spending using the personal consumption expenditure (PCE) data provided by the US Bureau of Economic Analysis (BEA). Following are 10 insights from our analysis of the PCE data from 2022 re: US consumer spending on.

Analysis 26

Analysis Consumers Data Customers 26

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes? By Steve Brockway Maru/Matchbox | December 2022.

Consumers 84

Consumers Net Promoter Score Effort Score Touchpoint 84

Forrester's Customer Insights

NOVEMBER 21, 2023

Here are Forrester's top 10 insights and analysis on Apple's FY2023. Read more to see our key takeaways from the company's latest reporting.

Analysis 54

Analysis Sales Report Company 54

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Positive reviews can enhance a business’s online reputation and attract more customers, while negative reviews may have the opposite effect.

Competitive Advantage 260

Competitive Advantage Software Feedback Guidelines 260

DemandJump

MARCH 16, 2020

Obtaining meaningful customer insights requires analysis of cross-channel consumer behavior in order to draw accurate conclusions about the ways consumers research and buy products.

Consumers 52

Consumers Analysis Customer Insights Customers 52

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. The two positions work closely together to ensure that the customer experience is aligned with the organization’s overall strategy and goals.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Lumoa

JUNE 2, 2022

You know, asking customers to rate satisfaction on a scale from one through five,” says Matthieu. What is important is to use sentiment analysis in order to determine what customers have to say about the experience they just had. We’re performing sentiment analysis and that means a lot of qualitative feedback.”

Feedback 208

Feedback How To Ecommerce Touchpoint 208

ReviewTrackers

SEPTEMBER 13, 2018

Introduction: Consumer Insights. For many of today’s business organizations, obtaining consumer insights has become one of the most important strategic priorities. Consumer insights also empower businesses to think and become customer-first: an essential ingredient to success in today’s connected world.

Consumers 62

Consumers Social Media Trends Call Center 62

BirdEye

SEPTEMBER 14, 2023

Small businesses adopt AI for automating tedious work, analyzing consumer data, improving customer experiences, optimizing marketing efforts, and more. AI can improve customer service response times and client troubleshooting outcomes. AI algorithms are also unmatched in providing consumer data and analytics.

Tools 111

Tools Strategy Chatbots Analysis 111

Retently

MARCH 20, 2024

These responses are ideal for comparative analysis in follow-up surveys. For the software, specialized CATI applications are designed to optimize the survey process, providing a user-friendly interface for interviewers, streamlined calling systems, and strong capabilities in data management and analysis.

Survey 78

Survey Data Analysis Software 78

Optimove

DECEMBER 28, 2023

When incorporating AI into tasks like ad targeting, content creation, and market analysis, make a commitment to prioritize ethical considerations — and be transparent. Our research reveals that 63% of consumers say they can identify when marketing AI is at play.

CRM 69

CRM Marketing Social Media Analysis 69

C3Centricity

MAY 25, 2020

BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Consumers are adapting their behaviours to the trading of their personal information. He turned the organisation into one that is admired by consumers and shareholders alike. 64% of consumers expect companies to respond and interact with them in real time.

Technology 194

Technology Analysis Data Consumers 194

Lumoa

MAY 19, 2022

Our State of the Shopping Apps Report for 2022 breaks down the customer satisfaction performance of the top shopping apps in the Google Play Store as well as the Apple App Store. Insights about the top performing shopping app categories (spoiler: beauty and grocery apps). Non-app related variables that impact customer experience.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. The result is a happy customer who is likely to buy again or return for services.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Lumoa

FEBRUARY 28, 2023

The second barrier to organizing actionable customer feedback is the level of manual effort involved. In many cases, customer insights teams are forced to dump data into Excel or Google Sheets and manually read and tag each piece of feedback.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 8, 2021

Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department. Customer insights teams should focus on coaching everyone in your organization on finding the latest analytics and knowing how to action them. ” He is right.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 72

Trends Marketing Video Consumers 72

Forrester's Customer Insights

MARCH 16, 2023

consumers spent (what the Bureau of Economic Analysis calls personal consumption expenditure, or PCE) increased by 9% over 2021. High Prices Have Bouyed Revenue Growth In 2022, the amount of money U.S. Not all of that is considered “real” spending – that is, people buying more stuff.

Consumers 26

Consumers Company Analysis B2C 26

SurveySensum

JANUARY 16, 2024

These valuable insights come from various digital channels, such as the following: Customer surveys Online reviews Emails Social media Website Customer feedback may be in the form of opinions or comments as well as suggestions or recommendations. As such, it makes sense to understand what these customers need and want.

Innovation 52

Innovation Feedback Social Media Analysis 52

SurveySensum

JANUARY 16, 2024

These valuable insights come from various digital channels, such as the following: Customer surveys Online reviews Emails Social media Website Customer feedback may be in the form of opinions or comments as well as suggestions or recommendations. As such, it makes sense to understand what these customers need and want.

Innovation 52

Innovation Feedback Social Media Analysis 52

Forrester's Customer Insights

NOVEMBER 3, 2021

A subset of bold, creative, and collaborative customer insights pros will be up to the task at hand in the coming year – their jobs is all the more important as they must now react to and anticipate vacillating consumer behavior.

Customer Insights 48

Customer Insights Consumers Customers Analysis 48

SurveySensum

MARCH 20, 2024

SurveySensum Customer experience management software companies for both startups and enterprises SurveySensum is a leading CXM software company that is designed to cater to both SMEs and large enterprises. And accordingly, gather and analyze feedback to build action plans to achieve your business goals based on customer insights.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 40

Customer Insights Customer Experience Strategy Marketing 40

Thematic

MAY 19, 2022

The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops. Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

C3Centricity

MARCH 15, 2018

Consumers are adapting their behaviours to the trading of their personal information. However, cutting costs, selling less attractive business units (such as US candy to Ferrero) to upgrade their image will not bring sufficient change that consumers demand of large corporations today. 63% of millennial consumers agree they’re.

Data 206

Data Retail Analysis Analytics 206

Lumoa

OCTOBER 24, 2023

A customer experience that focuses on cultivating happiness needs to follow a similar model. It starts with recognizing that customers also have a hierarchy of needs in their dealings with a company. We will look at consumers’ hierarchy of needs in more detail below.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Experience Matters

MAY 8, 2017

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 214

Report Groups Analysis Consumers 214

Forrester's Customer Insights

OCTOBER 13, 2022

Here are a few key announcements and my analysis from a consumer perspective. Meta hosted its Meta Connect event virtually on October 11.

Connections 26

Connections Consumers Analysis Customers 26

Peter Lavers

FEBRUARY 24, 2015

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business.

Customer Insights 40

Customer Insights Strategy Culture Analysis 40

Experience Matters

MARCH 14, 2017

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2017.

Data 181

Data Groups Analysis Consumers 181

ChurnZero

DECEMBER 10, 2019

Dashboards & Automation Drive Customer Success Team Efficiency – A Success Story . . ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Each month millions of consumers research purchases, write reviews and stay up to date on important news.

Case Study 75

Case Study Analysis Touchpoint Customer Insights 75

SurveySensum

MARCH 15, 2024

A market research tool is a software or platform designed to assist businesses and researchers in gathering, analyzing, and interpreting data related to markets, consumers, and competitors. These tools aim to provide valuable insights that can inform business decisions, strategies, and marketing efforts.

Tools 52

Tools Software Marketing Analytics 52