Home Resource Library Ebook Online qualitative: Ten activities to understand your customer

Online qualitative: Ten activities to understand your customer

We know that delivering high-quality, relevant customer experiences that resonate on an emotional and rational level leads to increased customer satisfaction or retention, new innovations, and increased sales. In fact, in a Harvard Business Review Analytical Services study, sponsored by Forsta, 98% of senior business leaders believe understanding customers is crucial to creating a relevant customer experience, but only 23% say they understand very well why their customers act the way they do.

Similarly, in a Forrester Consulting study, commissioned by Forsta, 93% of companies agree that customers are more likely to spend money with a brand they feel connected to. But only 38% strongly agree they know why one customer chooses to buy from their brand while another doesn’t.

98%

Believe understanding customers is crucial to creating relevant customer experiences.

23%

Say they understand very well why their customers act the way they do.

93%

Of companies agree that customers are more likely to spend money with a brand that they feel connected to.

38%

But only 38% of companies strongly agree they know why one customer chooses to buy from their brand while another doesn’t.

The same Forrester Consulting study showed that both how a customer thinks and feels drives business outcomes, such as purchase, loyalty, and advocacy, but how they feel has 1.5 times more impact on that outcome.

In short, emotions matter.

But how can you uncover emotions through research?

Forsta allows you to deep dive into your customers’ lives and uncover behaviors and emotions.

Webinar

The successful habits of CX professionals

The successful habits of CX professionals To survive as a professional in today’s world of tight budgets and limited resources you need to make sure you’re focusing on the right skills. What separates leaders from underachievers? What must the modern CX professional master to achieve their ambitions? We analyze what 435 professionals in the US […]

Read more
The successful habits of CX professionals
Data sheet

HX Catalysts: Social listening booster

HX catalysts Social listening booster Amplify the unheard truth in local reviews Social listening booster Your customers are talking about you everywhere. But are you listening? Are your survey response rates falling off a cliff in certain locations? Do you know what the difference is between each of your local markets? And how to maximize […]

Read more
HX Catalysts: Social listening booster
Data sheet

HX Catalysts: Predictive NPS

HX catalysts Predictive NPS Scale up your CX program’s reach and impact Predictive NPS Do you know how satisfied 100% of your customers are? Can you pinpoint your detractors and promoters? Are you personalizing each touchpoint? Are you using your CX insights to reduce customer churn? Are you making the most of your up-sell and […]

Read more
HX Catalysts: Predictive NPS

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.