Category Archives: Customer Experience – CX

From Observation to Insight to Strategy: The Evolution of Innovation

Many people think that innovation starts with the proverbial "big idea," the imaginary bulb that lights up above an inventor’s head when they reach that “a-ha!” moment. Think Sir Isaac Newton and the apple, or Steve Jobs and calligraphy. But in reality, most business innovation, product or concept development is an iterative process, a story of... Read More

Get Pinpoint Accurate Personas Using Qualitative Research

Whether you need to understand a user base for a go-to-market strategy or are looking to build customer awareness across the business, creating accurate user personas backed by qualitative research is critical.   Why Use Qualitative Research for Personas Accurately defining personas is essential to success in everything from user experience, to product development and marketing. Yet many... Read More

Beyond NPS: Understanding Customer Satisfaction with Qualitative Research

A net promoter score (NPS) is highly valuable when it comes to measuring overall customer loyalty and satisfaction, in turn increasing the likelihood that customers will stick with a company over time and recommend it to others. Conversely, unhappy customers are also likely to talk about their bad experiences, which can risk a company’s reputation and... Read More

Avoid Assumptions That Can Destroy Your Customer’s Experience

To deliver the best Customer Experience (CX), you have to know, not assume, what your customers want from your brand. Simply put: assumptions about customer expectations do not yield results. 50% of brands think they are getting better at delivering experiences, but only 11% of consumers agree with this, according to one report. Customers want to... Read More

Build Your Customer Experience Strategy on Qualitative Research and Analytics

Genuinely listening to customers lies at the heart of solid business strategy, as Home Depot co-founder Arthur Blank can attest. Speaking with Investor's Business Daily,  Blank related that he and co-founder Bernie Marcus would often stand outside Home Depot stores they visited to talk with customers. Blank stated: "I would always thank the customers that came... Read More

Customer Experience Management

How your clients perceive your brand is shaped by all of their interactions and moments with your company and helps define their customer experience. Each memorable interaction helps to forge deeper client relationships, and create fans of your brand – not just consumers. Customer experience management (CEM), as defined by Gartner, is “the practice of... Read More

Beyond the Numbers: Brands Must Understand the Culture Guiding the Consumer Experience

Research is essential to the success of any brand. Both before and after going to market with new products, brands must sift through multiple layers of consumer data. Modern brands are inundated with customer data as a result—humanity creates 2.5 quintillion bytes of data daily, and that pace is only increasing. But how well do brands... Read More

This Year, Resolve to Make a Habit Out of Conversations with Customers

Countless brands talk about customer centricity as being a part of their culture, and that trend is growing. Forrester predicts that the number of customer experience (CX) executives will grow by 25% in 2020 as “CX initiatives move out of the experimental phase and prove their contributions to top- and bottom-line growth.” However, Forrester continues, many... Read More