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 […]
Enabling and empowering your employees to create great customer experiences is the key to building and sustaining a customer-focused business. And in the end, it leads to major strides in brand loyalty and retention.
Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]
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 […]
You already offer a great service at a great price, but that may not be enough to keep your customers coming back for more, or motivate them to tell friends and family about your business. If you want to reap the full value of a customer, give them a memorable customer experience—one that goes beyond […]
Finding out what your customers are feeling is pivotal for knowing what decisions to make. Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” This holds true in business. JetBlue has used conjoint analysis and […]