Customer Bliss

APRIL 27, 2018

Are some measuring customer satisfaction, some measuring customer effort scores, and some measuring NPS? Know the options available to gain customer insight in addition to customer surveys. For example, is “humanizing” research part of your effort to understand customers’ lives?

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 58

Data Leadership Company Culture 58

Maz Iqbal

SEPTEMBER 18, 2014

Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers. Changing interaction patterns among functions is much more powerful than creating a dedicated customer-centricity function.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Customer Alignment

OCTOBER 2, 2017

Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers. Customer Experience issues are highly visible outside of the organisation.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Employees and How to Take On the New CX World. Gabe Larsen: (03:52).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52