Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. You can slice and dice the data and look for insights in between the data points to put together a story.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Comm100

DECEMBER 16, 2024

Improved Interdepartmental Collaboration By integrating automation tools with existing CRM and project management systems, teams across departmentssuch as sales, product, and supportcan seamlessly share customer insights and action plans. How Does Comm100 Help with Customer Service Automation? Ongoing learning is also essential.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Beyond Philosophy

AUGUST 1, 2024

In contrast, customer group B is older and retired, with kids who no longer live at home and reside in a retirement community. Then, we craft messages that appeal to each customer persona based on those characteristics. To date, this exercise has not been run by science but by intuition. You are right. Click here.

Customer Insights 78

Customer Insights Customer Experience Exercises Conference 78

Kerry Bodine

JUNE 30, 2017

If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience.

Exercises 120

Exercises Feedback Groups Customer Insights 120

CX Journey

JANUARY 17, 2018

Of itself, the above exercise has identified too many stakeholders for you to viably manage. This is where the exercise looks like a BCG. Every insight or analytics leader I meet is busy. This mapping exercise is all about helping you be more productive. That is because it is. Managing stakeholders takes time.

Effort Score 127

Effort Score Exercises Fashion Groups 127

Forrester's Customer Insights

JULY 20, 2022

Threat hunting is a term frequently misused by cybersecurity pros, vendors, and service providers. We researched threat hunting to determine what it really is, what benefits it brings, and to overcome the misuse and abuse of the term. The resulting report, Threat Hunting 101, published recently.

Exercises 9

Exercises Analytics Report Trends 9

Alida

JUNE 27, 2016

While customer intelligence is becoming an enterprise-wide exercise, it typically starts with market research. Traditionally, market researchers have been the people who collected, analyzed and distributed customer feedback and insight. That’s quickly changing. Share your big plan. .

Software 145

Software How To Exercises Consumers 145

GetFeedback

DECEMBER 27, 2018

Make a list of everything you’d like to know about your customers. While this minimalistic approach may seem to undermine your mission for info, the exercise will help you avoid high abandon rates and ultimately get more from your surveys. What drives customer satisfaction ? Keep survey questions simple. Where can you improve?

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

SuiteCX

JULY 9, 2018

Since I started mapping in 2000, clients have always seen immediate benefit from the exercise. However, back when it was a huge poster with sticky notes and red lines noting messy data flows (which we lovingly called spaghetti), it was difficult to do the exercise more than once.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Forrester's Customer Insights

JULY 8, 2022

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

Exercises 49

Exercises Connections Communication Customer Experience Management 49

CX Journey

JULY 14, 2016

Do you both agree on the need for customer insight-guided design? Perhaps in these times of companies falling over each other to have the most customer-centric strategies, you may feel inundated with requests for deeper or richer insights that provide a platform for proposition developers to start designing.

Exercises 80

Exercises Analytics Consumers Customer Insights 80

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. This is one of my favorite posts from my partner in crime, Amelia Sizemore.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

CX Journey

JUNE 20, 2019

My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. What if both your customers and your insight team felt equally invested in your project? I’ve shared a series on how to run an insight generation workshop.

Analytics 138

Analytics Culture Exercises Data 138

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. Turn the CFO into your biggest ally.

Exercises 97

Exercises ROI Conference Video 97

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Do your hands know more than you do?

Exercises 80

Exercises Gamification Airlines Customer Insights 80

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 40

Customer Insights Customer Experience Strategy Marketing 40

Lumoa

FEBRUARY 21, 2023

He further advised mulling through these few questions as an exercise as if you were starting the project afresh: What would we want the program to achieve? What do we want it to measure for us? What channels and touch points should it cover?

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

CX Journey

JUNE 27, 2017

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Journeys 143

Customer Journeys Exercises Tips Strategy 143

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Comm100

DECEMBER 19, 2017

Customer experience will be driven by the customer-centric organizational culture – it’s a win-win situation once you have your program off the ground. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. Collect and act upon customer insights.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Forrester's Customer Insights

MARCH 30, 2020

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? The value for […].

Exercises 41

Exercises Customers 41

Blake Morgan

OCTOBER 31, 2022

Even the Los Angeles Times , reports have found that quick customer surveys like NPS aren’t reliable because the questions are often unclear or the answers feel coerced. But as customers change, perhaps it’s time that metrics and surveys change as well. Feedback and data are crucial to building a strong customer experience.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

ShepHyken

DECEMBER 4, 2020

Creating a customer experience roadmap is not an easy exercise. A successful customer experience roadmap is driven by customer insights and your customer experience strategy. And it is well worth the effort – for you, your brand, and your customers. It takes time.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

DCX

OCTOBER 22, 2024

How quickly are you able to generate ideas, test them, and extract insights? What valuable customer insights have you gained? The Competitive Advantage of Embracing Failure Companies that welcome failed ideas often lead the pack in customer experience. How many micro-innovations have you attempted?

Social Media 52

Social Media e-support Innovation Course 52

Forrester's Customer Insights

JUNE 18, 2020

Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high. Over the last few months, we’ve been providing advice […].

Exercises 45

Exercises Management Customers 45

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Thematic

FEBRUARY 15, 2019

Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. It’s a continuous process of iterating on customer insights.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

CX Journey

JULY 21, 2016

For the second part of this two-part series on insight generation for product development, I return to that "brown paper" exercise. Then later the Customer Insight Leader has sign-off on product design (to confirm that what is to be built has a clear line of sight to insight). That handshake can work well.

Exercises 80

Exercises Customer Journeys Groups Analytics 80

C3Centricity

OCTOBER 29, 2017

7-steps to insight development, but information gathering is only step #6! customer #insight Click To Tweet. Whenever you want to develop insight, the first task is to decide on the category you want to study. The more clearly identifiable they are the better the ad will resonate with its customers. C = Category.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ReviewTrackers

JUNE 1, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. Hilton is bringing a new kind of customer experience into its guest rooms with fitness, according to Skift.

Customer Experience 50

Customer Experience Hospitality Hotels Exercises 50

Forrester's Customer Insights

MARCH 18, 2020

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience. In one of Brian’s prior jobs, he conducted the phishing exercises for the employees of one of the larger security companies.

Exercises 52

Exercises Company Employee Experience 52

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87