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.

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.

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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.

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

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

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.

The problem of real-time data in CX

Customer Bliss

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience.

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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.

5 Steps to Understanding Customer Needs Through Mindset Data

Smarter CX

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before.

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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.

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.

The Big Book of Customer Insight, Data & Analytics

CSM Magazine

Customer insight, data & analytics have become an integral part of customer experience. And how do you make the most of the data available at your fingertips, ensuring it is turned into useful information that can drive change within the business?

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage.

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Data Snapshot: Media Use Benchmark, 2017

Experience Matters

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we […].

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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 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.

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.

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 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.

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. Does more data equal better relationships?

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 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

How Data Integration and Machine Learning Improve Retention Marketing

Bob Hayes

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. Data Integration as your Customer Genome Project.

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Customer Experience: Beware The Data Trap

Maz Iqbal

Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. Collecting mountains of data can be useful to marketers in helping them achieve higher direct … Continue reading Customer Experience: Beware The Data Trap. Customer Experience Customer Insight (inc VoC) customer experience data facticity Heidegger william blatner

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How Data Integration and Machine Learning Improve Retention Marketing

Bob Hayes

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. Data Integration as your Customer Genome Project.

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Customer retention analytics: 5 strategies to reduce churn with data

Thematic

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. What is customer retention? Why is customer retention important?

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.

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.

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.

Take Action on Your Customer Data!

CX Journey

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Not all data is good data. Know your customers.

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Insights Services Drive Data Commercialization

Forrester's Customer Insights

The new data economy isn't about data; it is about insights. Business decision-makers want answers to these kinds of questions, and new insights services providers are eager to help them. Some offer insights based on smart products and IoT analytics. data economy.

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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.

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. customer analytics. customer insights. customer intelligence.

Why You Need to Adopt Data Science and Machine Learning in your Customer Experience/Success Program

Bob Hayes

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs).

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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. Read more Categories: #big data.

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.

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.

The Age of Alt: Data Commercialization Brings Alternative Data To Market

Forrester's Customer Insights

They're looking for alternative data - or "alt-data.". From the information age where everyone took advantage of easy access to information, we are now entering an age where everyone seeks alternatives: new sources of information and innovative ways of deriving unique insights.

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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. Chief Data & Analytics Officer Singapore.

Report: What Happens After a Good or Bad Experience, 2018

Experience Matters

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

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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.