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.

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.

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.

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.

How to leverage your customer insights for growth in 2019

Thematic

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Customer experience. More data does not equal better insights.

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 Future of VoC: Insight & Action, Not Feedback

Experience Matters

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. VoC Programs Need To Grow Up Our research shows that nearly three-quarters of large companies rate their voice of the customer (VoC) programs as being successful (only 8% say that they’ve been unsuccessful). The post The Future of VoC: Insight & Action, Not Feedback appeared first on Customer Experience Matters®.

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 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.

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.

The Value of Open Ended Feedback

Vision Critical

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are.

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.

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.

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.

3 ways to deliver real value from Voice of the Customer insight

Eptica

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. How can brands transform this and get real business value from the Voice of the Customer?

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.

Collecting Customer Feedback: Too Difficult or Too Easy?

Lumoa

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. You are just wasting your customers’ time and fooling yourself at the same time.

Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?

Thematic

Do you have a lot of customer feedback collected but don’t know exactly what to do with it? In this blog, I’ll aim to answer these questions: Why do you need a customer feedback analysis solution in the first place? But the score itself is not truly insights.

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.

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).

Turning Customer Feedback into Action

MaritzCX

in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. Here are some examples from Allegiance customers.

Turning Customer Feedback into Action

MaritzCX

in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. Here are some examples from Allegiance customers

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.

Four tips to improve customer experience with digital feedback

OpinionLab

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. Simply listening to what your customers have to say, and in their own words. So invite comments from your customers that encourages this insight.

5 ways customer feedback can improve your content marketing strategy

Vision Critical

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. Use feedback to get to know your readers, unearth their pain points and find out what they want to read more of.

Find out how Agendor uncovered critical customer insights with NPS® Surveys

Survicate

Survicate customer since: February 2018. He says that “As a Product Manager, I needed to be closer to our customers in order to listen to them, recognize good ideas, and improve communication”. Initially, Tulio collected feedback from customers simply by sending regular emails. Tulio was also concerned with the quality and fidelity of the feedback. “A The response rate rose significantly, because now surveys pop up when customers are active in the panel.

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

Turning Customer Feedback into Action

MaritzCX

in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. The challenge (and the reward) lies in quickly analyzing feedback to identify customer insights and share them with the people who can do something about it. Here are some examples from Allegiance customers

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.

It’s about time! Asking for transactional feedback at the right moment to elicit meaningful customer insight

Customer Alignment

88% of Voice of Customer feedback comes from surveys [1]. Companies are investing time, money and resource – are they really getting the true picture of the current customer experience? The claims experience was initially easy, swift and to begin with the onus shifted to them and not me as a customer. From the questions asked, one can deduce that Direct Line are measuring overall satisfaction and customer effort (ease and time). VOC & Customer Feedback

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.

Data 205

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Simply put, we empower small businesses and non-profits to grow customer relationships and succeed. A feedback loop is essential.

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.

Voice of the Customer is More than Just Feedback Surveys

inContact

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true.