Tag: feedback

September 18, 2023

Today’s customers have endless choices and aren’t hesitant to switch brands if they’re not getting what they need. A customer’s perception of a brand is not just influenced by product quality or price — the overall customer experience, the personalization […]

August 23, 2023

Let’s say some significant portion of your customers are complaining about the length of the wait at a certain store. Your analysis of the VoC data suggests that the waiting time is the single most important factor resulting in customer […]

July 10, 2023

In the dynamic landscape of B2B (Business-to-Business) industries, success hinges on various factors, including product quality, innovation, and market strategy. However, in the ever-evolving business ecosystem, one key element stands out as the driving force behind sustainable growth and long-term […]

May 25, 2023

Gathering information on customer experiences and how these evolve during the customer journey is lifeblood for a brand. With this data, businesses can prioritize the nurture and growth of their customer base. The Value of Customer Success Metrics It’s true […]

February 6, 2023

The experiences customers have with brands involve many digital elements, including everything from websites, chatbots, mobile apps, kiosks, interactive voice response (IVR) systems, digital assistants and more. In spite of the recent focus on the customer journey, many brands fail […]

November 1, 2022

NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and often with such ardor that we tend to categorize CX professionals by which camp they’re in. I’ve spent at least […]

October 11, 2022

The global B2B e-commerce market had a value of $6,883 billion in 2021. By 2030, that value is set to reach $33,317 billion. That’s a CAGR of 19.7% between those nine years. This goes to show how rapidly this market […]

September 14, 2022

Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from […]

July 14, 2022

For many, Facebook has lost its appeal in recent times. Part of the reason for that is because everyone is on it – including your parents, grandparents, long-lost school friends, etc. With everyone on there, posting about every other thing, […]

December 15, 2021

The report was based on data from a survey of 346 B2B marketing and sales professionals (79% are at manager level or higher). B2B marketers say the areas of Marketing-Sales alignment that need the most improvement are feedback between groups […]

August 23, 2021

According to a report from Forrester, 93 percent of businesses agree that consumers are more likely to spend money with brands they feel connected to. Having a deep understanding of one’s customers is essential to building this connection. But many […]

April 19, 2021

What Is Marketing Analytics? In a general sense, analytics is the feedback received as a result of your actions. It is thanks to feedback that a person can make rational conclusions about their behavior. In business, everything works in the […]

April 8, 2021

All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately, brands. Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer […]

October 15, 2020

Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet […]

April 21, 2015

By 2017, ecommerce sales are estimated to reach $434 billion in the United States. We’ve been actually developing this site to add some ecommerce solutions and strategies after testing some automated reporting solutions last year. Much more to come in […]

February 11, 2015

Time is precious. Time is money. A/B testing is something you have to be doing in order to grow your company but you don’t want to waste your time running A/B tests that aren’t meaningful. Understanding what your customers value when making purchases […]