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 & 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 […]
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 […]
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 […]
We explore how empathy is more than just paying lip service to the concept, how you can create empathy even when the (virtual) environment is against you, and how empathy can help you take your customer experience to the next level.
Data storytelling refers to the use of data to create a narrative and tell a story. Read our guide to learn how you can effectively tell a story with your data.