Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Clarivate

SEPTEMBER 7, 2023

We are proud to introduce fresh insights into measuring global research performance via our dynamic G20 scorecard for 2023, newly enhanced with online data visualizations. This guide to understanding the G20 scorecard explores how this interactive tool expands our perspective of global research and innovation.

Government 116

Government Trends Innovation Comparison 116

2020 Research

AUGUST 4, 2023

Cooking a meal is a lot like conducting research—sometimes you need minimal help, like when making a sandwich, and other times you need all the support you can get, like when hosting a holiday party for a crowd. Like the culinary world, the world of research is diverse and demands different levels of support.

Analysis 98

Analysis Consulting Groups Survey 98

Clarivate

JANUARY 14, 2022

Highly Cited Researchers 2021 are based at more than 1,300 institutions. In this interview, we speak with Korea University about how it encourages collaboration, facilitates career growth and accelerates innovative research. Do you have programs to celebrate Highly Cited Researchers?

Case Study 98

Case Study Study Analysis Trends 98

Optimove

APRIL 23, 2024

Download Now In Summary To download the report on consumer perspectives on marketing fatigue and see the detailed strategies and recommendations proposed for brands to enhance their marketing, go here. Successful marketing starts by understanding and prioritizing individual customer needs, resembling exceptional salesmanship.

Marketing 75

Marketing Survey Report Consumers 75

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Then, I get to tell them that their research is out of date, and they need to update it. It’s also easy to use.

Consumers 78

Consumers Self Service Survey System 78

BirdEye

MARCH 5, 2024

” SGE provides a clear summary of current events tailored to your interests and understanding. It’s like having a personal research assistant who truly gets you, saving you time and frustration while leading you to the perfect information. You wonder, “What’s happening in Ukraine?”

Social Media 57

Social Media Interaction Government Trends 57

BirdEye

SEPTEMBER 11, 2023

And most businesses spend a lot of money on market research, third-party surveys, mystery shoppers, and focus group discussions to understand their market. This blog post explores how Artificial Intelligence (AI) can make a difference in customer feedback management for your business. Sometimes, a compact summary can do wonders.

Feedback 57

Feedback Management Social Media How To 57

Pretium Solutions

MAY 17, 2023

Step 2: Conduct Market Research Conduct thorough market research using both primary and secondary research methods. Break it down into sections, including executive summary, company description, market analysis, organisational structure, product or service line, marketing and sales strategies, and financial projections.

Financial 52

Financial Government Trends Brand Values 52

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Is it Time to Do Away with Market Research Departments? Many people were working from home this year, were you?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Brad Cleveland Blog

NOVEMBER 11, 2016

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service.

Omni-Channel 20

Omni-Channel Customer Service Customers System 20

Ascribe

SEPTEMBER 16, 2023

Marketing research has traditionally been hesitant and slow to adopt change as an industry. To increase the value of these tools, researchers will benefit from understanding them and what they can do to help now and in the future to satisfy the ever-increasing demand for lower costs, greater efficiency and faster and better insights.

Analysis 52

Analysis Social Media Case Study NPS 52

Brad Cleveland Blog

NOVEMBER 11, 2016

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service.

Omni-Channel 20

Omni-Channel Customer Service Customers System 20

2020 Research

MAY 2, 2023

Key Takeaways: It’s essential to establish credibility in all of your qualitative research projects early on to have your findings considered valuable. Strategies to build credibility in your qualitative research include triangulation, member checking, peer debriefing, thick description, reflexivity, saturation, and external audits.

Study 98

Study Analysis Healthcare Policies 98

Storyminers

AUGUST 28, 2017

Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. I was invited to ask questions of the customer experience leaders on their success tactics.

Brands 350

Brands Healthcare Roadmap Exercises 350

SurveySparrow

MAY 31, 2023

Thus, this blog post will outline the best practices for streamlining the payment process and go over how to design an order form with sample templates. Order Summary At last, present a summary of the order, including itemised details, quantities, and costs. Sign up below.

Sales 52

Sales Abandon Rate Customer Satisfaction Policies 52

Kustomer

SEPTEMBER 12, 2023

In this blog, we’ll delve into generative AI examples, how it’s used, why AI in customer service is important and how you can optimize these tools that are already at your disposal. Our newly introduced AI Labs app offers two new agent assistance features: text enhancement and conversation summaries. What is Generative AI?

Self Service 52

Self Service Chatbots CRM Social Media 52

ShepHyken

FEBRUARY 18, 2024

Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. It’s actually a summary of a special report, which you’ll have to download. My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. BONUS Will AI Take Over The World?

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

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

BirdEye

MAY 30, 2023

In this blog post, you’ll learn the best ways to optimize your SMS surveys and what scenarios you can use them for so you can get the most out of them. Research shows that 48% of customers prefer direct communication from businesses through text messages. Moreover, text messaging has a 209% chance of receiving a response.

Survey 95

Survey Net Promoter Score Software Feedback 95

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. It is a snapshot of the continually evolving research landscape. It’s tough to make predictions, especially about the future.”. Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

BirdEye

MARCH 24, 2023

This can include researching new markets, developing strategic partnerships, identifying potential merger and acquisition targets, and exploring new revenue streams. Write blogs that educate your audience about your company and boost consumer confidence in your brand. YouTube is the largest online video platform.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

CX Workout - Ideas Blog

AUGUST 12, 2020

New research reveals brands need to understand the emotional impact of the COVID 19 crisis on their customers’ physical and mental health. In this presentation summary, you’ll learn: The importance of truly listening to customers. What is the personal impact of the COVID 19 crisis on consumers’ physical and mental health?

Brands 52

Brands Consumers Measurement Customer Engagement 52

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Refer to our detailed blog on how to start a successful referral rewards program. Explore detailed strategies on healthcare marketing blogs.

Marketing 57

Marketing Social Media How To Healthcare 57

Optimove

DECEMBER 28, 2023

Our research reveals that 63% of consumers say they can identify when marketing AI is at play. In Summary: Embracing responsible AI implementation, moving beyond superficial metrics, and monitoring and adapting to trends are key considerations for staying ahead in 2024.

CRM 69

CRM Marketing Social Media Analysis 69

BirdEye

SEPTEMBER 15, 2023

This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Mckinsey’s research suggests that about one-fifth of sales teams can benefit from automating certain tasks, and AI can definitely play a strong role in that. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 109

Sales Chatbots Trends Report 109

Bob Hayes

SEPTEMBER 11, 2017

Researchers show that people think that surveys are too long (12%) and ask too many personal questions (16%). Research suggests that we may be 1) asking customers the wrong (e.g., CX professionals typically rely on these self-reported loyalty metrics. Customer surveys are too long. Additionally, 21% are too busy to take them.

Survey 101

Survey How To Analytics Loyalty 101

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal agents can amplify an analyst’s ability to gain insights by assisting with research and analysis. A multi-modal agent with generative AI boosts the productivity of a financial analyst by automating repetitive and routine tasks, freeing time for analysts to focus on high-value work. WWW: $85.91 DDD: $9.82

Financial 101

Financial Multi-Channel Marketing Analysis 101

2020 Research

OCTOBER 18, 2022

Isaac Rogers: “There are a lot of people leading insight practices, or members of management at research agencies, that have experienced nothing but a positive economic outlook for the last 10-12 years […] but change is on the economic horizon, and a lot of people have never been through this.”. Isaac Rogers added: . “If

Trends 52

Trends Social Media Consumers Groups 52

Oracle

JANUARY 17, 2018

Following is a brief summary of content formats that will be paramount in 2018. A recent study co-sponsored by Livestream and New York Magazine shows that 80% of brand audiences would rather watch live video from a brand than read a blog, and 82% prefer live video from a brand to social posts. Live video. billion by 2025.

Trends 52

Trends Marketing Chatbots Video 52

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. The following is a summary of what Ian wanted to achieve: Ian Fitzpatrick, Chief Strategy Officer, Almighty. I am delighted to be able to do just that in this post.

Engagement 96

Engagement Customer Centricity How To Culture 96

Peter Lavers

FEBRUARY 20, 2019

As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors. The full report is 145 pages, and there’s an excellent Executive Summary that you can download.

Report 40

Report Data Chief Customer Officer B2B 40

Thematic

MAY 10, 2023

In this article, we’ll focus on security because this is the more common concern of our customers: analysts and researchers who work with customer feedback. Examples: suggesting titles, writing blog posts, generating code, rap songs in the style of Eminem, or playing Dungeons and Dragons. Generative AI - 101 Knowledge is power!

Analysis 62

Analysis Feedback Data Social Media 62

GetFeedback

SEPTEMBER 7, 2018

You’ve already done a lot of research on why you need a strong VoC program at your company. Help you visualize feedback through user-friendly dashboards and summary reports. But if you’re not employing a market research firm or rewarding customers grandly for their feedback, 20 questions is just unrealistic. Email integration.

Net Promoter Score 150

Net Promoter Score CRM Survey Feedback 150

Kustomer

APRIL 21, 2022

It was such a great summary of this topic that I want to just give you a little bit of an overview. Some of the takeaways I got, if you want to see more on it, you can check it out on the Kustomer blog. One way to build trust is to back up any claims you make online with those reviews in independent research. Where do you go?

Social Media 98

Social Media Brands Loyalty Marketing 98

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! Global Employee Engagement Research Report 2022 a. Summary Implementing a balanced scorecard can help organizations mitigate the frenetic nature of operations. Coaching Observation Observation is of paramount importance in ensuring effective coaching.

Management 52

Management Effort Score Metrics Average Handle Time 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