A great customer experience (CX) is determined by a business’s ability to effectively respond to the question: “what do customers want?” The challenge, however, is that in today’s disruptive economies brands often need to answer this question before consumers even have the chance to ask it. Organizations need to be quick to market. And they […]
When deploying a voice of the customer (VoC) program for your website, there are three critical questions to ask. These questions can guide your program design and the technology you need to support it.
There’s a massive gap between the experiences consumers want and what organizations are giving them. According to Bain and Co, 80% of organizations feel like they are providing a great experience, yet only 8% of customers actually agree. Failing to bridge the gap can be costly. In fact, 80%of customers have opted to switch brands […]
In today’s digital age where consumers are rapidly evolving, the need for more data is arising. As a result, many companies are bringing market research in-house from outsourced firms and it’s helping them get faster insights to serve their customers better. Companies want to own their own data and the algorithms to interpret that data, […]
Have you ever noticed how television commercials change based on the program you’re watching? You wouldn’t expect to see a children’s toy commercial late at night, beer commercials during Saturday morning cartoons, or a sports figure during afternoon soap operas. Smart advertisers use demographics to target commercials in order to get the most bang for […]
Instantaneous reactions are becoming the norm. Think tweets, likes, and the ever-expanding emoji screen. Certainly, customers expect us to reply as quickly as they can type on their smartphones. If they are sharing their thoughts on social media or in an email to you, these customers want an answer immediately. Sometimes sooner. You no longer […]
It’d be impossible to list all the ways federal agencies affect our daily lives. They work to safeguard our national security, monitor our environmental resources, provide for health services, and so much more. We’re pleased to announce an agreement that will help make the Voice of the Citizen more accessible to decision makers in these […]
Kicking your customer experience (CX) into high gear requires an intimate knowledge of your customers’ journey from start to finish. To map out this journey accurately, your organization will need to dive deep to discover what you’re doing well and what pain points are potentially harming your CX.