SuiteCX

OCTOBER 4, 2017

Econsultancy and Adobe research indicate 40% of Fortune 500 companies on the S&P won’t be able to evolve to meet the customer expectations that technology brings and will close their doors over the next 10 years. Add Ethnographic Research / Mystery shopping and Observation. Take the example of the eyeglasses shopper.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

FEBRUARY 18, 2020

They can have a cost-effective, consistent and programmatic approach that can be used over time for statistically valid research. Usage objective – A pulse on the Customer – Dashboard for trends – Top/Bottom Box Target user – Research, CX team Resource and investment – Low to extremely high.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

2020 Research

MAY 16, 2023

Over The Shoulder, now QualMobile is a mobile ethnography tool that consists of a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers. Achieving qualitative depth in an ethnographic study relies on asking the right probing questions.

Consulting 52

Consulting Study Tools Consumers 52

SurveySparrow

OCTOBER 21, 2023

What do you think is the first recorded design research? Design research is more than just a process. This blog will look into its meaning, importance, and all that you need to know. This blog will look into its meaning, importance, and all that you need to know. What is Design Research? Intriguing right?

Study 52

Study Analysis User Experience Innovation 52

Beyond Philosophy

AUGUST 17, 2023

They should do ethnographic research and consumer insights to determine their time with you. If you visit Discover and Read, you will find a blog called Thoughts, including one on the genius platform he envisions for the future, that can be helpful, too. Pine recognizes that this genius interaction is far off for now.

Self Service 78

Self Service Hospitality Video Customers 78

2020 Research

OCTOBER 25, 2022

Collect consumer insights through a well-crafted market research strategy and achieve deeper intelligence on your audience. Qualitative research is essential to your plan, but which should you select; digital or in-person qualitative? In this blog, discover the pros and cons of both digital and in-person qualitative research.

How To 52

How To Video Groups Travel 52

Kerry Bodine

JUNE 23, 2015

In this three-part blog series, I’m answering all of the great audience questions from the webinar. In an ideal world, you’ve done some ethnographic research prior to the workshop, and the resulting artifacts can serve as inputs to the mapping activity. You can download the slides here. Please drop me a line.

Customer Journeys 120

Customer Journeys Ecommerce Customers Groups 120

SuiteCX

MARCH 22, 2017

This is called ethnographic research. Customer experience is not about what you think customers are doing or want. Instead you have to get out of your company and interact with your customers in their environment. The fundamental shift is looking at the world from your customer’s point of view not your own internal assumptions.

Company 113

Company Customer Journeys Net Promoter Score Customer Experience 113

SuiteCX

MARCH 22, 2017

This is called ethnographic research. Customer experience is not about what you think customers are doing or want. Instead you have to get out of your company and interact with your customers in their environment. The fundamental shift is looking at the world from your customer’s point of view not your own internal assumptions.

Company 100

Company Customer Journeys Net Promoter Score Customer Experience 100

2020 Research

MAY 19, 2023

Key Takeaways: Qualitative data is great for revealing insights beyond surface-level observations, providing researchers with a more profound understanding of a particular phenomenon or why respondents think, feel, or behave in particular ways. Data can be classified into two broad categories: qualitative and quantitative.

Data 52

Data Comparison Analysis Study 52

2020 Research

JULY 25, 2022

In July 2022, Ross McLean, VP of Mobile Qualitative Research at Schlesinger Group, and Isaac Rogers, Chief Strategy Officer, presented “The Joy of Asynchronous Research.”. Digital qualitative research allows enterprises and institutions to gather targeted insights on customer behaviors and preferences.

Groups 52

Groups Travel Video Survey 52

2020 Research

JULY 25, 2022

In July 2022, Ross McLean, VP of Mobile Qualitative Research at Schlesinger Group, and Isaac Rogers, Chief Strategy Officer, presented “The Joy of Asynchronous Research.”. Digital qualitative research allows enterprises and institutions to gather targeted insights on customer behaviors and preferences.

Groups 52

Groups Travel Video Survey 52

SurveySparrow

JUNE 29, 2022

Here’s what we’ll cover in this blog: What is participant observation? As the name clearly suggests, participant observation is a research method where the researcher or survey conductor studies a target market or participant group in multiple ways, like observation, interviews, or actively living in their group.

Examples 52

Examples Groups Sports Survey 52

Customers Rock!

APRIL 26, 2010

blog post, and one that was very popular with my readers. When I worked at HP , we learned about the “Day in the Life of a Customer” concept, which was very similar to ethnographic studies. HP researchers would go to a company which was a customer of HP’s and video tape their business for a day.

Apparel 162

Apparel Social Media Customer Centricity Customers 162

Strativity

NOVEMBER 20, 2019

In this second post in our ‘CX Consulting 101’ series, we look at journey mapping and other methods of customer experience research used to understand the current state of your CX in order to prioritize efforts and start demonstrating value. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

North Highland

AUGUST 18, 2019

Conduct ethnographic research to observe employees performing their job duties for a half-day. This blog was co-authored by: . Schedule one-to-one interviews or small focus group sessions to review processes that are being automated. During the session, capture information gaps, processes, and decision steps. Marko Hurst .

Culture 56

Culture Groups Leadership User Experience 56

SuiteCX

JANUARY 2, 2017

Use mystery shopping, ethnographic research, focus groups etc. There are 3 main ways to get more customer insight: Clean your customer and prospect list and append 3rd party data to fill in your data gaps and get a more comprehensive picture of who they are. to get to know your customers on a deeper level.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

Use mystery shopping, ethnographic research, focus groups etc. There are 3 main ways to get more customer insight: Clean your customer and prospect list and append 3rd party data to fill in your data gaps and get a more comprehensive picture of who they are. to get to know your customers on a deeper level.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

CX Workout - Ideas Blog

MAY 23, 2016

Senior Analyst CX, Forrester Research. Ethnographic research is a great tool to understand customer’s better and discover unmet needs. This is a terrific presentation from another Forrester analyst, if you appreciate the connection between CX, marketing and your brand, you will love this! Think of your prioritization model.

Brands 46

Brands Marketing Metrics Conference 46

2020 Research

NOVEMBER 4, 2022

Schlesinger Group recently presented a webinar to highlight one of the most important trends in market research over the past decade: the shift away from separate quantitative/qualitative platforms and products towards hybrid tools that allow users to do both concurrently. Pre-2012: Emergence of Research Tech.

Groups 52

Groups Study Technology Analysis 52

SuiteCX

MAY 25, 2016

The best way to do this is by conducting customer journey mapping and ethnographic research programs, where you can understand and empathize with the customer’s frustrations and problems and use design thinking to solve them. This effort isn’t about asking how you can sell more of your product.

Case Study 100

Case Study Study Customer Engagement Engagement 100

SuiteCX

JUNE 1, 2015

We have done a lot of research on this topic, which you can find here and here. The data may be may collected in person, (call center, or in store, social media) via a survey, from a focus group, or through observation (ethnographic research). Linking on-line behavior, off-line behavior, preferences, transaction data, etc.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. He shares how they built what they call the “Northern Lab” which employs both ethnographic research and design and co-creation approaches to reimagine experiences grounded in customer emotions and needs.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

MARCH 30, 2017

It’s essentially a place where ethnographic research is combined with co-creation opportunities and design experimentation, and the end goal is a reimagination of customer experiences and needs. Northern Trust has their own variation on the customer experience lab. Somewhat unsurprisingly, they call it “The Northern Lab”.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Qualtrics

MARCH 4, 2019

We’ll do ethnographic research and follow along with the employees, which makes them more empowered. The one that people in government CX and user research tend to be frustrated by is the Paperwork Reduction Act, which complicates how you can conduct research. And so that sounds bureaucratic.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40