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Customer experience, Qualitative Research

Digital diaries: Join your customer on their journey

Digital diaries: Join your customer on their journey In the large toolbox of feedback techniques, the diary study holds prime position. Why? Because it’s the one technique that really lets you see the world as your customers see it. In the moment, in the right context, at the right time. Most other techniques rely on some level of recall, but diary studies record customers’ opinions and feelings […]

Digital diaries: Join your customer on their journey
Video

Digital Diaries & Communities

Digital Diaries & Communities Capture insights in the moment of decision making. Get their input during key moments in their journey with activity-based diary entries. Build a community of your customers. Bring them together. Interact with them on your own mini social media platform. And then sit back and enjoy a priceless stream of in-the-moment […]

Digital Diaries & Communities
Customer experience, Qualitative Research

Using qualitative discussions to amplify your CX program 

Using qualitative discussions to amplify your CX program  Customer feedback is often described with scores, metrics and other numbers: Net Promoter Score, Customer Lifetime Value, Overall Satisfaction… Now these are important, and the science of Customer Experience is built on robust economics. It wouldn’t be sustainable otherwise. But the quantitative is only part of the story.  By adding the qualitative dimension, you get to the heart of the matter. Literally. You start to see customers as people. Not just buyers who have opinions and who behave […]

Using qualitative discussions to amplify your CX program 
Infographic

Top tips for choosing a focus group tool

Top tips for choosing a focus group tool Gloves off Are you running focus groups? Got the features you need? Ten hard-hitting questions. 1. Want to avoid fiddly downloads? Forsta InterVu runs in the respondent’s browser. No plugins. No downloads. Just hit it. 2. No such thing as a free lunch? Forsta InterVu is based […]

Top tips for choosing a focus group tool