How to Use Customer Insight to Drive Business Growth

Vision Critical

But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 4: Retain more customers.

Keeping Up with Customer Insight

Wired and Dangerous

Shifting away from politics — what do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Oh, that was fifteen years ago,” the customer said.

Use Customer Insights To Close Four Loops

Experience Matters

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Net Promoter Voice of the customer

Report: Unlocking Customer Insights From Contact Centers

Experience Matters

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.

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

The findings suggest an alarming problem: companies lack sufficient insight. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. points to interesting sticky notes and gets the customers to explain what makes that touchpoint useful, or why they hate it, or what could make it better.

To Unlock Customer Insights, Speak No Evil

Kerry Bodine

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. You’ll make the most of precious workshop time if the flow of information is primarily from customers to you.

Customer Insight Marketing

Optimove

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. Using customer insight to build strong customer relationships begins by collecting and cleansing all the available data you have about your customers. Customer Insight Marketing Examples.

How to engage millennials for customer insight and marketing

Vision Critical

What are the consumer insight best practices when trying to engage millennials? And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they‰’re using. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT.

Build a Strategy From Your Customer Insight and Action Platform

ReviewTrackers

The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions.

Build a Strategy From Your Customer Insight and Action Platform

ReviewTrackers

The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. to customers.

Shhh! (The Secret Ingredient to Customer Insights)

MaritzCX

Insights. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass.

Shhh! (The Secret Ingredient to Customer Insights)

MaritzCX

Insights. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass.

Shhh! (The Secret Ingredient to Customer Insights)

MaritzCX

Insights. Every time I hear a cry for insights, I think of the movie “Monty Python’s Holy Grail” when The Knights Who Say Ni give Sir Lancelot and his boys an ultimatum: “You must return here with a shrubbery or else… you will never pass. That mystical, magical, overused buzzword that clients demand and suppliers promise.

Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry

Vision Critical

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. Ongoing customer engagement, according to Trimboli, influences strategic initiatives at Price Chopper, helping the company drive innovation, foot traffic and sales.

Creating a Customer Insight Strategy

Peter Lavers

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. But perhaps it reflects that may boardrooms have not had an empowered & articulate customer leader (or better still CI leader) to identify the need & drive the change.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Customer Insight Leader: Customer Data is the new Marketing Battleground

Peter Lavers

This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle.

5 Keys to Making Customer Insights Matter

West Monroe

As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. We see five keys to ensuring that customer insights drive value for the organization.

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.

The breadth of Customer Insight

Peter Lavers

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight.

Why brands need to capture deeper customer insight from unstructured data

Eptica

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.

Create a culture of action in your Customer Insight Team

Peter Lavers

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e.

The Big Book of Customer Insight, Data & Analytics

CSM Magazine

Customer insight, data & analytics have become an integral part of customer experience. Topics covered within the report include: Trends and challenges within customer insight, data & analytics. The changing customer insight landscape.

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

MaritzCX

While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI).

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

MaritzCX

While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI).

The Customer Insights Research Team Is Hiring!

Forrester's Customer Insights

Gone are the days when we have to "sell" the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. And in order to activate insights from these customer analytics solutions, you need a robust set of marketing technologies to serve as systems of customer engagement.

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

MaritzCX

While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). The challenge is to chisel out the “gold” nuggets trapped inside this bedrock of customer feedback and use the refined raw material to make decisions aimed at specific business goals The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies.

How to Drive Voice of Customer Insights Company-wide: 3 Steps

ClearAction

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? 1 It’s rare because we underestimate employees’ interest in customer sentiment.

You Need a Customer Insights Center of Excellence – Get Started With What You Have Now

Forrester's Customer Insights

There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities.

How customer insights can shape marketing strategies and improve customer experiences

Bold360

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. That rendering of a three-dimensional customer can be a picture of success for both parties. For the customer, the more a company understands them, the better customer experience they will receive.

Is it Time to Do Away with Market Research Departments?

C3Centricity

No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery.

Customer Insights And Big Data Analytics Will Sprawl in 2015

Forrester's Customer Insights

I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Customer Insights

Verint Speakers: Gaining Customer Insights for Better Decisions

Verint

Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility.

Customer Insight Leaders have more IMPACT in the boardroom

Peter Lavers

As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. Bringing extra insight to one of their current dilemmas, a customer perspective that can be acted upon, will increase your influence.

The Customer Insights Center of Excellence: Know Your Options!

Forrester's Customer Insights

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. " "Our insights teams work in silos that have built up over the years.

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Before You Reorganize Customer Insights, Press “Pause”

Forrester's Customer Insights

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. Customer Insights

Need Better Customer Insights To Fuel Your Digital Strategy? Start By Working On Your Communication Skills

Forrester's Customer Insights

Retaining and delighting empowered customers requires continuous, technology-enabled innovation and improved customer insight (CI). In my recent report, entitled " Applying Customer Insight To Your Digital Strategy ", I highlight the top lessons learned from organizations in Asia Pacific (AP) that are successfully leveraging CI to fuel digital initiatives. customer analytics. customer insights.

A Shared Trait of Customer Champions: Gathering and Acting on Customer Insights

Think Customers

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

Using Voice of the Customer Strategies for Better Customer Insights

Confirmit

Top-performing businesses pay close attention to how their customers feel about their experiences with a product, brand or business. Solutions including Voice of the Customer (VoC) programs can help deliver those crucial insights. In this panel of experts on this Roundtable webinar, learn how listening to the Voice of the Customer can increase profits and productivity across your entire organization. Voice of the Customer Webinars

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Understanding Customers Through Anthropolgy

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities; they also have major differences.