Category Archives: Customer Experience

Teams and Discuss.io: The New Way to Extract More Insights in Less Time

What do a product manager at a global entertainment company, a small customer experience team at an e-commerce platform, and a marketing manager at a beloved CPG brand have in common? They could all be sitting on countless hours of Microsoft Teams videos with unlimited potential of bringing that qualitative data to life. Extracting insights, increasing... Read More

Zoom and Discuss.io: The New Way to Extract More Insights in Less Time

What do a product manager at a global entertainment company, a small customer experience team at an e-commerce platform, and a marketing manager at a beloved CPG brand have in common? They could all be sitting on countless hours of Zoom videos with unlimited potential of bringing that qualitative data to life. Extracting insights, increasing customer... Read More

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

What is Customer Perception

What is Customer Perception and Why is it Important? Customer behavior is driven by more than logic. The perceptions customers have of your brand, its products or services, and its values can have a serious impact on how they interact with you and how they buy. In fact, fostering positive perceptions can help you build a... Read More