How To Create a Customer Insight Strategy


How to Use Customer Insight to Drive Business Growth


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. Companies need the ‘authentic human insight’ of their customers to make better business decisions.”. When you merge those insights with proven growth strategies, you have a winning formula for a thriving business.


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How to Scale Your Customer Insights like Twitter and PokerStars


Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level.

How to keep a customer insight platform vibrant once the novelty is over


A customer insights platform can be your business’ most powerful tool if you keep it engaging and cohesive with your organizational goals. Customer Experience

Why Organizations Looking to Deliver Extraordinary, Customer-Centric Experiences Must Continuously Improve their Customer Insights

Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta

Join our esteemed panelists for their discussion on how customer insights can fuel a successful CX program and why organizations looking to deliver extraordinary, customer-centric experiences must continuously improve and strengthen this partnership.

The Value of Using Customer Insights


Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

Expert Tips to Effectively Generate and Utilize Actionable Customer Insights


And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience In 2020, every person generated 1.7 megabytes per second.

What is voice feedback and how can you generate customer insights from it?


With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it. What is voice feedback?

Predictions 2022: Customer Insights Pros Must Act Decisively, Or They’ll Get Lost In The Fog

Forrester Digital Transformation

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.

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

7 Questions Every Company Must Ask When Building an NPS Program

As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.

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. And sure, explaining or contradicting your customers isn’t truly evil, but it’s certainly counterproductive to unlocking customer insights. You’ll make the most of precious workshop time if the flow of information is primarily from customers to you.

How Digital Experience Practitioners Increase ROI through Customer Insights


Validations from the Field: "Smart Customers" are radically changing the game for the businesses that wish to serve them. Our session focused on sharing a framework for generating customer insights that lead to better ROI.

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How to Use Customer Insights to Drive Revenue


In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center. Customer Centricity

What are Customer Insights - How to Take Them and Why?

Zonka Feedback

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away.

The Health of the Contact Center: Are You Ready for 2019?

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.

How VMware, Stitch Fix, and Red Bull Effectively Leverage Customer Insights


At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation. Customer Insights

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. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer. When the customer tries to hand me the sticky note he’s written, I say “Awesome!

Predictions 2021: Customer Insights Practices Continue To Evolve

Forrester's Customer Insights

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021.

Video Brings Customer Insights to Life

InMoment XI

Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers.

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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. In the report, we describe these best practices for shifting the focus of customer insights in the contact center from agent effectiveness to enterprise insights: Download report for $195.

Customer Data Shows the “What,” While Customer Insights Reveal the “Why”


But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer InsightsBig data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now.

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? Several years ago, we were conducting a customer focus group for a large utility. With zero defensiveness, he asked the irate customer for more specifics on her situation. Oh, that was fifteen years ago,” the customer said.

Consumer Insights PDF: Downloadable Custom Insights


Consumer insights are critical for agencies and marketing teams seeking better opportunities to speak to their audiences and provide a better journey to conversion. Consumer Insights Organic Search

Customer 360 - Customer Insights (Sales)

SAP Customer Experience

This blog series discusses the concept of “Customer 360” and the benefits customers can get out of it. The main part highlights the Customer 360 views and capabilities within SAP Cloud for Customer (C4C). Customer Experience account360 customer360 C4C Sales C4C Service SAP Cloud for Customer add-ins SAP Cloud for Customer core applications SAP Sales Cloud SAP Service Cloud

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How to Gather Customer Insights with CS Software


Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. Understanding Customer Success Data. Data-Driven Customer Success.

The Breadth of Customer Insight

CX Journey

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. In June, I shared a definition of Customer Insight that I find useful: A non-obvious understanding about your customers, which if acted upon, has the potential to change their behaviour for mutual benefit.

How Global Brands use Trust and Transparency to Unlock Valuable Customer Insights


On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency

8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs


Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?

How Haggar Overcame the Challenges of Wear Testing with Customer Insights


Best Practices Customer Centricity Customer Insights InnovationWear testing, also commonly referred to as a home usage test (HUT) or in-home user test (IHUT), is a method many consumer goods and retail brands use to get direct feedback on their products. The brands ship their products to select consumers to use in their homes. The users then test the products and offer their feedback in a post-use survey or interview.

How SMUD Uses Customer Insights to Accelerate Product Innovation


That’s why the organization is constantly innovating and exploring ways to encourage its customers to convert their current energy systems from gas to electricity. For SMUD , a community-owned, not-for-profit electric service provider in Sacramento, California, supporting carbon emission reduction in the environment is a priority.

Unlocking Customer Insight With Technology


Discover Hidden Customer Insights in New Places

MyCustomer Experience

DCustomer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the. 12th May 2022. By Colin Shaw Founder & CEO

Shhh! (The Secret Ingredient to Customer Insights)

InMoment XI

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.

Shhh! (The Secret Ingredient to Customer Insights)

InMoment XI

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.

Shhh! (The Secret Ingredient to Customer Insights)

InMoment XI

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.

2019 Yale Customer Insights Conference

Chadwick Martin Bailey

Last week I joined insights leaders at the 2019 Yale Insights Conference and WOW did I learn a lot! As a newcomer to both the conference and the industry, I was inspired as speakers tackled some of the biggest trends, challenges, and opportunities shaping the future of insights. Market research professionals must learn to leverage these sources to deliver sensible and actionable insights to their stakeholders. Did you attend Yale Insights this year?