Thinking differently around the problem of CX disownership I was recently contacted by someone asking for some advice on how to drive ownership around poor customer experiences. I am sure a number of you have faced similar situations at some level at some stage. Indeed, it is almost a rite of passage for any CX […]
A customer journey map presents a visual representation of the steps your customers take when engaging with your company. Discover more here.
Every business should strive to improve its Net Promoter Score. We’ve compiled 7 of our favorite strategies for improving your net promoter score.
Behavioral insights help you understand what customers do so you can make decisions about what the business should do. It’s that simple. Or it would be if it weren’t for the enormous complexity of behaviors and how they interact with each other. That’s why this discipline has become so important, especially since the exponential lift in digital interactions these past few years.
Social media listening in the context of customer feedback, describes all the tools and solutions that let brands listen to what’s being said on social media platforms, convert this content into insights and trends, and make decisions that impact the business.
Winning strategies for research agencies: Process automation and efficiency Market research is a mature industry with robust methods and effective quality controls. In recent years, however, agencies have encountered a version of the innovator’s dilemma  – in which established suppliers are subject to competitive pressures by new entrants. The explosive growth in research technology has been […]
Winning strategies for research agencies: premium advice and expertise Over the last few years, management consultants have grown their market research activities significantly. McKinsey Periscope, Accenture Interactive and PWC all have established customer insights capabilities, and these have been growing strongly. Other consultancies have acquired research agencies with specialist expertise. KPMG acquired Nunwood to build […]
Effective customer retention can be more beneficial to your business than new customers. Discover our essential customer retention strategies you can adopt.